Matthew Hayes

***** ***** ******* ******, **********, MD 20876

ad2z9d@r.postjobfree.com 240-***-****

Professional Summary

IT Professional with 18 years of experience. Overview of skills: computer support, customer care, servers and networks, troubleshooting software/hardware and repair, security and compliance.

Skills

Experience with many different client industries, including biomedical research firms, CPA firms, Optometrist offices, law firms, warehouse distributors, employment agencies and more. More recent clientele includes US Military and Government contractor support, including security requirements and compliance. Consequent experience with specialty software for all clients.

Soup to nuts network, security, workstation, systems and user requirements design for new and existing customers after extensive sit down and multiple sessions. Refinement of design and plans as needed.

Fulfilment of SLA requirements under MSP contracts, consultation and advising.

Strong interpersonal communications, works well in teams and individually, takes direction and provides leadership as required.

Exceptional writing and documentation skills, especially when explaining technologies in layman’s terms or when creating how to documents.

Physical network design, implementation and diagnostics. Firewall setup (specifically Watchguard, Sonicwall and Fortinet Fortigate), planning and maintenance.

Autotask/Datto ticketing system, documentation of procedures in knowledgebase systems, password management.

Office 365 cloud administration, including Exchange setup with Autodiscover, integration with ActiveDirectory, licensing, document management with Sharepoint/OneDrive, and software training for end users.

Azure AD administration and deployment.

Multifactor authentication technologies, including Office 365 with MS Authenticator, Duo and others.

Windows server planning, install, maintenance, troubleshooting and integration into existing environments.

Physical server setup, rack mounting, idrac and ilo setup, nic teaming (both software and hardware), power requirements.

Physical network setup, firewall install and ISP service connection, failover setup, VLAN configuration, managed switches, running/terminating cables, battery backup, WAP placement.

Registrar DNS record setup, including MX, CNAME, A, DKIM, TXT authentication and others.

Remote desktop services, including RDP with firewall connection, MS Teams, LogMeInRescue, GoToMyPc and Zoho.

Experience with VOIP systems like Avaya, camera systems and legacy applications.

Past experience in SQL Server administration and programming, familiar with programming languages including C++, Java, Delphi.

Intellectechs Sytstem Adminstator : July 2021 – Sept. 2023

Kaseya administration

Computer and server admin on console

Daily assistance for users

Security and best practices for sensitive systems

Physical network topology and physical updates

Fortinet firewall, AP and physical implementation

DOD cert trust and CAC implementation

Exchange online and on-prem admin

Yubikek and DUO mfa admin

General customer interaction, questions and recommended strategies

Inventory and new user admin

Field Service Technician : Telaforce : March 15, 2021 – July 2021

Break/fix duties

ServiceNow ticketing system

Install and track large hardware site refresh

Tier 2/3 Support/Network Engineer : ECC IT Solutions : June 2016 – February 2021

A typical week would start with communication on urgent or important ongoing issues with clients and planning for any upcoming projects and then include but not be limited to; diagnosing network connection issues, application malfunctions, email and email client issues, printing issues, server disconnects, password/authentication issues, Office configuration, multimedia application/publication, data backup maintenance, remote user assistance/setup, power/internet outages, AD account setup/adjustments, training newer technicians on procedures and technical matters..

Geek Squad Agent: Best Buy : Feb. 2002 – Nov. 2011

Perform diagnostics, repairs, and upgrades on consumer electronics (i.e. computers, televisions, iPods, GPS devices, etc.)

Provide customer service - answering information requests and providing product advice to private/business customers

Education & Certifications

Associates Degree in Computer Science, Montgomery College, Rockville, MD, 2015

A+ Certified Since 2013

Interests

Avid book reader, many genres, resulting in a lasting interest in etymology.

3D modeling and painting.

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