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Systems Support Analyst

O'Fallon, Illinois, United States
February 25, 2018

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Matt Pfershy



Results driven Support Engineer experienced in Support, Implementation and Administration of desktop and telephony systems within a global corporate environment. Possesses strong troubleshooting and customer service skills and the ability to take control in tense situations. Ensures high levels of customer satisfaction and effective communications. Good working knowledge of both business and technical systems.

Support Implementations Administration Project Management Troubleshooting Customer Service Executive Support Problem Resolution Workstations Laptops Printers Handheld Devices Telephony Systems Cisco Call Manger Cisco Unity Voicemail Citrix XenApp Cisco Unified Contact Center Hardware Workstations, Laptops, Printers, Smartphones, Tablets Telephony VOIP, Cisco Unity, Call Manager, Contact Center Operating Systems Windows XP, Windows Vista, Windows 7 Applications MS Office, Internally Developed Applications, Cisco Call Manager Professional Experience

Wells Fargo & Company, St. Louis, Missouri, (2014 to Current) Systems Support Analyst II

Mid Level support analyst on Global telephony system providing administration and support for office users and call centers.

• Installation and maintenance of Cisco Voice over IP devices

• Maintenance of Siemens PBX devices

• Moves, Adds and Changes for Rolm PBX devices

• Knowledge of Nortel PBX Phone System

• Moves, Adds and Changes for Cisco IP Phones along with Cisco VG 224

• Performed migration for St. Louis campus from Siemens to Cisco IP phones (4,000 users) Anheuser-Busch InBev, St. Louis, Missouri (2012 to -2013) IT Executive Support Specialist II/Systems Engineer II Executive support specialist assigned to senior leadership. Exhibits calm demeanor, proactive communications and high technical knowledge.

• Supported C-Level executives and addressed full spectrum IT needs remotely and in person.

• Served as technical support traveling to remote Executive meetings.

• Provided updates to workstations, patch, drivers and application updates.

• Set up and built employee and plant operations workstations.

• Supported and Maintained Conference Room audio visual equipment and associated network/server connections.

• Supported Microsoft Live Meeting to end users.

• Maintained mobile devices using the “Good for Enterprise” mobile device manager. Allsup Inc – Belleville, IL (2005 to 2012)

Help Desk Specialist/Telephony Administrator

Help Desk professional assigned to troubleshoot and maintain devices used by staff members. Highly motivated, reliable technically support specialist

• Sole Support administrator for all company’s workstations, thin clients, laptops and printers.

• Provided installation, assembling, trouble shooting and configuration of all workstations, operating systems, software, hardware, printers, scanners, etc.

• Provided Installation, assembling and, troubleshooting for call recording and storage system Calabrio One.

• Configuration of Cisco VOIP phones along with creation of Cisco Unity Voicemail Accounts. In- depth knowledge of ROLM phone system.

• Terminal Services/Setup and administration of Thin Client Environment

• Support and troubleshooting of Citrix XenApp applications and hardware issues

• Administration of Cisco Unified Call Center Enterprise System

• Experience includes Windows XP transitioning to Vista, Windows 7, Office XP Pro, Office 2003 and company specific software applications

• Configured Active Directory user accounts.

• Utilize remote sign on access to address and solve system related issues.

• Performed updates to PC’s, reformat equipment as necessary

• Maintain inventory; order computer and phone equipment

• Set up new users – computers, signons, phones, etc. Assist departments with moving all technical and phone equipment

• Serve as a help desk technician trainer and mentor

• Support and Configure Apple IPhones (Setup Phones for Exchange Capability and troubleshot issues related to phones)


Bachelor of Science/Management Information Systems (graduated spring 2003) Southern Illinois University at Edwardsville - Edwardsville, IL Associate of Arts, Associates of Science (graduated spring 2000) Southwestern Illinois College - Belleville, IL

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