MATTHEW CHAU

San Diego, CA ***** H: 858-***-**** adhxgc@r.postjobfree.com

LinkedIn Profile: https://www.linkedin.com/in/mchausd/ SUMMARY

Results-driven IT management professional with 10 years of experience in diverse industries, including Private, Public and Hospital environments. Expertise includes team leadership, technical architecture, training and development, and information protection analysis. Dynamic, resourceful, and extremely driven individual with a deep passion for creating and delivering programs and solutions that empower a team, company, and customer to meet and exceed desired expectations.

SKILLS

• Technical support

• Team oversight

• Task prioritization

• Scheduling and calendar management

• Project implementation

• Client service

• Help desk /Technical support coordination

EXPERIENCE

IT Consultant Atmos –Windows 10 Lab Migration Project Lead Johnson and Johnson San Diego, CA

• Prepared and deployed migration hardware including training materials

• Set up new desktop systems and configured laptops for incoming employees, loading required software, server permissions and testing proprietary software installation.

• Consistently responded to customer service emails and case creations within standard window for optimal response.

• Project was cancelled due to COVID-19 outbreak

01/2020 to 03/2020

Systems Administration Support

Symitar: A Jack Henry & Associates Company San Diego, CA

• This group supports the Episys client base to solve issues with the Symitar Software and management of the IBM AIX servers.

• Conducted analysis to address and resolve Fatal System Errors and Downed Systems. This led to End of Day and Nightly processes to run without issue, earning multiple 5- star customer review rating

• Successfully led key projects which resulted in case creation speed and accuracy in conjunction with a Quick Code Project within Symitar proprietary ticketing system.

• Providing escalation procedures to VIP and BETA clients who test the latest proprietary system software.

• Training team members in newly implemented and emerging technology to enhance business productivity.

07/2018 to 12/2019

Tier 2 Desktop Support

Dexcom San Diego, CA

• Prepared and developed training materials, conducted webinars and authored wikis for user training and support departmental creation of technical documentation and manuals into a knowledge base,

• Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.

• Consistently responded to customer service emails and case creations within standard window for optimal response.

04/2018 to 07/2018

Tier 2 Support Specialist First Allied Cetera

First Allied Securities & Cetera Financial Institutions San Diego, CA

• Delivered technical support to 120+ users each day.

• Assumed remote control over customers' computers when necessary to resolve problems.

• Developed training materials, created historical records by documenting hardware and software changes and revisions, conducted webinars and authored wikis for user training and support use of ServiceNOW ticketing systems.

• Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes and prioritized issues and delegated tasks to help manage the teams case loads

08/2016 to 04/2018

Threat and Security Operations Center Intrusion Detection Analyst LEIDOS San Diego, CA

Granted Department of Defense Security Clearance

• Analyzed security procedure violations and developed plans to prevent recurrence, system risk to identify and implement appropriate security countermeasures.

• Audited networks and security systems to identify vulnerabilities while monitoring multiple databases to keep track of all company inventory and effectively controlled the release of proprietary and confidential information for general client lists. 2/2016 to 08/2016

Business Infrastructure and Information Technology System Support Analyst UNIFIED PORT OF SAN DIEGO San Diego, CA

• Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions, along with configuration of new employee workstations, including all hardware, software and peripheral devices.

• Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes, conducted end-user training and provided technical support on hardware, software and network issues

• Provided onsite IT and AV technical support for 500+ local and remote staff members, providing support for hardware and software to company personnel.

• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing assistance requests from users and directed individuals through basic troubleshooting tasks and consistently responded to customer service emails within standard window for optimal response. 01/2015 to 2/2016

Sales Operations – Best Buy for Business

BEST BUY San Diego, CA

• Liaison between sales team and general management as well as the Best Buy for Business clients to Corporate buyers

• Handled all incoming phone calls and managed phone orders.

• Delegated tasks to sales team and personally assisted VIP and Best Buy for business members.

Information Systems Analyst

SHARP HEALTHCARE San Diego, CA

• Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes, conducted end-user training and provided technical support on hardware, software, and network issues while providing onsite IT and AV technical support for 500+ local and remote staff members, providing support for hardware and software to company personnel.

• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing assistance requests from users and directed individuals through basic troubleshooting tasks and consistently responded to customer service emails within standard window for optimal response.

10/2012 to 02/2015

07/2010 to 09/2012

EDUCATION AND TRAINING

2017 Bachelor of Science: Computer Network Security Coleman University San Diego, CA

Bachelor of Science: Cyber Security

Coleman University San Diego, CA

2015 Associate of Science: Computer Networking

Coleman University San Diego, CA

ACCOMPLISHMENTS Boy Scouts of America EAGLE Scout

Award: “Pier to Pier” for Customer Service, Technical Support & Communication Award: Symitar “5 star” for Excellence in System Administration Support Initiated Weekly meetings with staff regarding training, brainstorming new ideas, to ask questions, enabling peers a venue to resolve issues effectively and quickly

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