Technical Support Quality Assurance

MATTHEW NAUDEN

Olympia Fields, IL 708-***-**** *********@*****.***

PROFESSIONAL SUMMARY

A proactive, results-driven, and people-oriented IT professional and leader with vast system analysis and networking experience supporting users on MacOS and Windows platforms in academic and corporate environments. An extraordinary collaborator with highly effective communication and problem-solving skills, highly regarded for superior user support and relationship development. TECHNICAL SKILLS

EXPERIENCE

Crete Monee School District 201U, Crete, IL December 2023 – Present IT Analyst

● Install, configure, and maintain software applications

● Trained students and teachers on various software and technology

● Maintain and support student and staff chromebooks

● Procure and maintain inventory

● Train students and teachers on various software and technology

● Maintain IT inventory

● Research and resolve various software and hardware issues

● Resolve helpdesk tickets

● Collaborate with with district administration to help implement technical solutions/processes which improve overall staff operations/productivity

1

● Windows

● MacOS

● MS Office 365 Admin

● Google Workspace Admin

● Jamf Admin

● Okta

● Cisco Webex Admin

● Active Directory

● Remote Desktop

● Network Operations

● Wireless Network

Management

● Notion

● Slack Admin

● Team Viewer

● Web Help Desk

● Happy Fox

● Sophos

● CrowdStrike

● Macrium Reflect

● Jira

Contractor/Consulting January 2022 - July 2023

DivIHN Integration Consulting, Hoffman Estates, IL April 2022 – July 2023 dscout, IT Systems Analyst

● Provide technical support to 200+ remote and onsite staff

● Install, configure, and maintain laptops in a total Mac environment

● Provide quality assurance and installation of all MacOS upgrades/updates

● Provide research, quality assurance, and installation of all security and software patches

● Administer laptops through Jamf MDM

● Administer Google Workspace, MS Office 365 and Slack accounts

● Procure and maintain IT inventory

● Administer Okta SSO Platform

● Support corporate network

● Perform SOC-2 and HITRUST audit assessments

● Complete IT on/off boarding for all staff

Sentinel Technologies, Downers Grove, IL January 2022 – April 2022 Prairie State College, Technical Support Analyst

● Installed, configured, and maintained desktops, laptops, and printers in Windows environment

● Troubleshoot hardware and software issues

● Created workstation images using Macrium Reflect

● Resolved helpdesk tickets

● Managed staff and student email accounts

● Managed network switches

● Trained staff on various software/technology

Rich Township HS District #227, Matteson, IL September 2001 – December 2021 Technical Support Administrator

● Assisted IT Director with implementation of technology strategies

● Closely collaborated with district administration and implemented technical solutions/processes which improved staff operations/productivity

● Established and maintained vendor relationships

● Administered, repaired, and troubleshoot a network of 200+ PCs, laptops, chromebooks, iPads, network printers and over 1200 users (students and staff) in a Windows environment

● Maintained district-wide IT inventory

● Installed, configured, and maintained software applications and created workstation images 2

● Trained students and teachers on various software and technology

● Configured, installed, and maintained local area network hardware and software

● Maintained Cisco routers, switches, and wireless access points

● Created and maintained staff and student accounts in Active Directory

● Maintained and deployed student and staff chromebooks

● Administered Cisco Webex VOIP system

● Researched and resolved various hardware and software issues Crete Monee School District 201U, Crete, IL August 1999 – September 2001 Systems Technician

● Maintained 200+ PCs in Windows environment

● Assisted and trained Systems Technicians on hardware and network support

● Supported Technology Director and Network Administrator with district-wide hardware and network troubleshooting

● Made recommendations on repairs, upgrades, and technology enhancements and served as technical consultant for the middle school technology team

EDUCATION

Purdue University, Hammond, IN Information Technology COMMUNITY ENGAGEMENT

H.O.P.E., Co-Founder 2017 - present

Provide food, clothing, monetary assistance, and support to the homeless. South Suburban PADS, Chicago Heights, Guest Services 2015 – present Provide guest services to homeless men, women and children enrolled in emergency shelter programs. 3

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