Matthew Walker

**-* **** ****

Reading, PA *****

610-***-****

OVERVIEW

•15+ years of customer service and support experience

•Experience answering incoming customer calls, reviewing tickets in customer service tracking software, determining scope of issues by gathering additional information, assisting customers/clients with general inquiries, offering technical assistance to clients and management, generating and distributing client documentation, entering client information into the computer system, troubleshooting issues, and handling various customer service duties.

•Computer Skills Include: M.S. Windows Vista/7/8/8.1/10, M.S. Server 2003/2008, M.S. Word, M.S. Outlook, IBM AS-400, Livezilla Chat, OS X & iOS, M.S. Powerpoint, Symantec PCAnywhere, iMed, Spark Chat, Android, M.S. Excel, Ipswitch WS_FTP Pro, Ninjato, GoToMyPC

EDUCATION

Reading Area Community College

SOME COMPUTER TECHNOLOGY COURSES COMPLETED (2012-Present)

EXPERIENCE

Ascend Healthcare Systems, LLC.

OPERATIONS SUPPORT TECHNICIAN (2005-Present)

•Offered desktop support for Windows 7, Microsoft Outlook, and Ipswitch FTP Pro to approximately 60 medical transcriptionists and medical language specialists using either remote session software or Livezilla Chat

•Offered support for proprietary software when applicable

•Managed Windows Server, Windows 7 and 8, VOIP and VPN environments remotely

•Ensured transcribed reports are delivered to client within client specified turn around time

•Generated and distributed client documentation

•Delivered reports to clients using file transfer protocol (FTP) as needed when completed by transcriptionists

•Provided technical assistance to client HIM staff

•Provided technical assistance to management, medical transcriptionists and editors

•Managed MS Server, Windows 7, 8 VOIP, VPN environments remotely

•Worked at home unsupervised for 10 years.

Support.com, Inc.

REMOTE SERVICES TECHNICIAN (09/2013-12/2013)

•Answered calls and greeted customers

•Reviewed tickets in customer service tracking software, Ninjato

•Determined scope of issue, by gathering additional information

•Managed credit card processing when necessary

•Followed through on warranty requests or other related issues

•Closed incidents within recommended service times

•Encouraged the completion of customer surveys

•Adhered to quality standards issued by Support.com HQ

•Represented the company in a professional and ethical manner

•Maintained a high level of customer satisfaction with a focus on first call resolution

•Managed home network setup and repair including wireless configuration of several operating systems such as Windows, OS X, iOS, and Android. Windows network configurations on XP, Vista, 7, and 8

•Router, wireless gateway, and wireless access point configuration

•Peripheral set up for game consoles, iPads and other tablets, wireless printers and folder sharing

Phoenixville Hospital

MEDICAL RECORDS TECHNICIAN (2004-2005)

•Trouble shot hardware and software issues with office computers and printers

•Tracked down missing or unaccounted for dictated reports for hospital staff

•Scanned physical medical records into iMed database for HIPAA compliance

•Managed general office duties including copying, typing, faxing, answering phones and emails

Encompass Media

CUSTOMER SUPPORT (2000-2004)

•Assisted customers with sales and service of computers and media duplication

•Constructed Personal Computers to customer specifications

•Performed maintenance on customer PCs

Contact this candidate