Engineer Customer Service

Matthew D. Mamros

*******.******@*****.*** McMurray, PA 15317 724-***-****

CORE COMPENTENCIES: Teamwork, Strong Work Ethic, Communication, Time Management, Self-Starter, Analytical/Creative Thinking, Internal/External Customer Service, Multi-tasking, Training, Recruitment

TECHNICAL SKILLS: Microsoft Office 365, Compliance Office 365, Writing and Executing Test Scripts, SQL, Database Management, Cyber law, Mobile Forensics, Paraben, Linux, Splunk, Forensic Tool Kit, Autopsy, Risk Management, Data Warehousing, SSRS, Data Mining, OLAP, Cognos

PROFESSIONAL EXPERIENCE:

Magna5 Global, Operations Center Engineer July 2020 – Present

●Handled a wide variety of issues ranging from inbound calls,

working with the clients by responding to issues,

working tickets and owning the ticket until it is resolved

oReduced the average time to ticket resolution

●Averaged 20 completed tickets per day

●Lead Engineer for 2 Clients

●Active Directory Administrator responsible for account creation, security, and creation

●Installed end-user software, printers, and mapped network drives

●Managed account creation, data transfers, and role-based access controls

●Consistently among the top 5 engineers in client billable hours

Carmeuse Lime and Limestone, IT Specialist I June 2019 – Present

●Customer service and fulfilled an average of 12 help desk tickets per day

oReduced the average time to ticket resolution

●Active Directory Administrator responsible for account creation, security, and creation

●Installed end-user software, printers, and mapped network drives

●Responsible for creating and distributing end user updates

●Managed account creation, data transfers, and role based access controls

●Coordinated logistics and purchased new computers for new employees

●Responsible for Firewall maintenance

Clubhouse Cards, LLC Ecommerce Director Jan 2019 – June 2019

●Customer service

oExceeded required sales goals

●Inventory control and purchase orders

●Responsible for setting up and maintaining website, printer installation, and network maintenance

●Manager of eBay store, 100% Positive Feedback with over 3,000 sales

Mylan, Canonsburg, PA (Pharmaceutical Mfg. $11B) e-Discovery and Legal Services Intern June 2017 – May 2018

●Liaison between IT, Legal, and Compliance relating to e-Discovery (locating pertinent documents)

●Reduced search times for requested evidence by 50%

●Timely production of electronic evidence

●Maintained e-mail Compliance applications for e-Discovery

oInclusive of creating and maintaining hundreds of electronic-data procedures pertaining to Compliance

●Co-Led project replacing all e-discovery applications with the latest versions of Compliance and Discovery Acceleration

including data migration and ensuring data integrity

oDeveloped and executed over 1,000 test scripts to ensure latest applications were compliant

●Assisted in project that developed an effect process for forensic imaging of devices for legal

●Contributed towards efforts to obtain global GDPR compliance

HONORS AND ACTIVITIES

●Recipient, Robert Morris University Merit Scholarship 2013, Multiple Dean’s List & Dean’s Scholar

●Eagle Scout, Adams Award Eagle Scout Project of the Year, Spirit of the Faith Leadership Award 2013, now Adult Leader

●Member, Epsilon Tau Pi, RMU Show Band, RMU Jazz Band, RMU Pep Band

EDUCATION:

Robert Morris University, Moon Township PA December 2017

M.S. in Data Analytics

Robert Morris University, Moon Township, PA May 2017

B.S. in Cyber Forensics & Information Security

Mobile Security Policy Certificate May 2017

Relevant Coursework: Intro to Computer Forensics, Systems Analysis and Design, Database Management, Cyber law, Digital Evidence Analysis, IT Security Control/Assurance, Network Forensics, Mobile Forensics, Computer and Network Security, Operating Systems Concepts, Business and Professional Communications

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