Specialist Customer Training

MATTHEW HOLDER

*** ****** ******** • Fenton, Missouri 63026

314-***-**** • *********@*****.***

Linkedin: https://www.linkedin.com/in/matt-holder

EDUCATION

Webster University, Webster Groves, MO, Cybersecurity Threat Detection Certification completed May 2019 & Master of Science, Cybersecurity, expected completion date May 2020

St. Louis University, St. Louis, MO, Bachelor of Arts, Computer Science

TECHNICAL PROFICIENCIES

Cyber-security: Network Security, Information Security, Infrastructure Security, Data Privacy, Privacy Law, Threat Detection, Encryption, Strategic Operations

Technical Skills: C, C++, JCL, Java

Ticketing Environment: Troubleshooting, Analytical Skills, Customer Relationship Management (CRM), Tools & Technologies, Problem Solving, Escalations Management, Netcool, MTTR, Web-based Reporting, Remedy, Vantive, AOTS (AT&T Proprietary Ticketing System)

Soft Skills: Interpersonal Skills, Customer Service, Communication, Presentation Skills, Customer Product Training

Miscellaneous Skills: Industry Knowledge, Tech-savvy, Microsoft Office, Telecommunications, Video Conferencing, Telepresence

EMPLOYMENT HISTORY

AT&T/SBC, St. Louis, MO Oct. 1999 – Feb. 2019

Specialist Customer Training Sep. 2016 – Feb. 2019

Trained customer administrators on the Cisco Unified Communications Call Manager GUI for admins (VOSS administrative user). Demonstrated how to create new user accounts, create new phones, and link the end user account to the phone. Also explained how to delete end users that have left the customer’s enterprise and delete their phone, when needed.

Trained end users on the Cisco Unified Communications Call Manager GUI for end users (VOSS end user portal). Demonstrated how to change passwords for the GUI, voicemail, and extension mobility. Also showed how to set up speed dial lists on the user’s phones.

Responded to inquiries from administrators and end users that have taken the above training and have follow-up questions.

Specialist Customer Relations Sep. 2013 – Sep. 2016

Acted as escalation manager for external customer’s Telepresence service. Escalated tickets when asked. Followed up on escalated tickets to ensure ticket is being worked to completion.

Conducted periodic ticket reviews with customers that request them. Monitor tickets the customer considers high priority.

Compiled and presented monthly report for customers that requested them. Report included, but was not limited to, time each Telepresence room was used, number of calls per room, MTTR for all Help Desk tickets, and a breakdown of proactive vs. reactive tickets.

Senior Manager Telephony Ops and Implementation Nov. 2009 – Sep. 2013

Downloaded and analyzed logs from Telepresence systems to determine cause of issues with said systems, i.e. overbooking, user error.

Provided reactive support for issues with local Telepresence video conferencing systems. Worked with Help Desk to troubleshoot problems, and, if needed, removed and reseated networking cables.

Engaged remote support to troubleshoot issues in Telepresence rooms in AT&T locations where our team had no members.

Collected external customer data regarding Telepresence infrastructure for insourcing of external customers to AT&T monitoring of their systems.

Engaged in test calls with external customers to determine any issues with interoperability between external video conferencing systems and the AT&T Telepresence system.

Senior Implementation Manager Oct. 2005 – Nov. 2009

Monitored mission critical systems (UNIX and Windows) via NetCool monitoring tool. Checked systems that generated alerts/tickets to ensure system integrity and health. Escalated to Tier 2 support, when necessary.

Established and facilitated outage calls, when necessary, contacting Tier 2 support and application support for various mission critical applications.

Reset passwords and login attempts for users that had been locked out of UNIX systems.

Provided research and resolution for callers, as needed.

Senior Data Center Manager Oct. 1999 – Oct. 2005

Ensured the 7X24 integrity and availability of the mainframe portion of the SMS/800 system.

Altered and submitted JCL for batch jobs related to the day-to day operation of the SMS/800 system.

Coordinated with internal and external customers for the timely and accurate scheduling and execution of the SMS/800 batch processes.

Utilized NDM (Network Data Mover) to receive and send customer’s files for SMS/800 batch process.

Created and utilized FTP JCL for use in transferring customer data from SMS/800 midrange systems to SMS/800 mainframe systems for Reverse Audit and SCP Load processes.

Used Fileaid to alter JCL for jobs related to Mass change process to change values for area code, state, and phase of the run of the jobs.

Administrated passwords to the SMS/800 WRS (Web-based Reporting System).

Documented all processes relating to Mass Change.

CAP GEMINI AMERICA, St. Louis, MO Oct. 1998 – Sept. 1999

PBX Administrator June 1999 – Sept. 1999

Administered the PBX system for corporate call center.

Installed and setup new phone equipment on premises.

Created new and modified existing call queues on the ACD system.

Support Analyst Oct. 1998 – June 1999

Performed duties of an analyst at a corporate help desk.

Performed troubleshooting on customer calls and trouble tickets working with connectivity issues with the company's VPN and LAN.

Assisted customers with problems relating to the Microsoft Office suite.

Answered questions relating to proprietary software packages developed within the company.

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