MATTHEW HATHAWAY

**** ********* **** ***** ***** FL 33983

239-***-**** adyqhj@r.postjobfree.com

Employment History

Lee Health – Jan. 2023 - Present

Advanced Desk Support Technician

Assistance with remote clients

Duo administrator

Imprivata administrator

Experienced with service now

Experienced with Epic EMR system

Experienced with Citrix Director

Experienced in VMware

Provide It support for hospital employees remotely

Assisted hospital staff with daily tasks to ensure patient safety

Naples Community Hospital – Jan. 2022 – Jan. 2023

IT Support Level 1

Assistance with remote clients

Duo administrator

Imprivata administrator

Assisted with the go live of new EMR system

from Cerner Power chart to Epic

Provide It support for hospital employees remotely

Assisted hospital staff with daily tasks to ensure patient safety

Best Buy- July 2014 – Nov. 2015

Geek Squad Consultation Agent

Create detailed and accurate notes for the repair agents working on the computer

Handled incoming shipment inventory

Communicated with customers by providing updates regarding their devices repair status

Maintain an average score of 80 percent client satisfaction

Help clients understand the repair process by simplifying repair terms in a polite and appropriate manner

Best Buy – Nov. 2015 – Dec. 2021

Geek squad Advanced Repair Agent

Review notes made by Consultation Agents and Repair devices accordingly

Maintain an average of 1.0 computers repaired every hour while also ensuring accuracy to detail

Delegated tasks to others

Point of contact for customer de escalation

Certifications

Apple Certified Technician

Server+ pending

Experience

Working within Active Directory

Utilizing remote control software

Troubleshooting PCs & MAC OS.

Proficient in Service Now ticketing system.

Installing and Repairing Windows PCs

Installing software on Windows and Mac computers

Resetting Apple passwords for different Apple devices

Reinstalling Windows

Troubleshooting Microsoft Office products

Customer service experience

9 years customer service experience

Languages

English

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