Mathew Roberts

**** *. ******* ***. #**** Las Vegas, NV 89123

702-***-**** adyuz2@r.postjobfree.com

Objective

I am a highly experienced IT support and Service Management professional with additional retail management, game design, and software development skills looking to transition into a role emphasizing business leadership. Leveraging my technical education, robust expertise, and demonstrated history of problem-solving skills, I aim to drive effective execution of business initiatives. Open to roles in Design Management, Business Analysis, Product Management, and Service Management, I’m dedicated to designing, implementing, and validating strategic business operations.

Experience

Las Vegas Sands Corp

Operations Support Engineer Feb 2022 - June 2023

●Successfully spearheaded the establishment of a dynamic IT operations department from inception, with a strong focus on incident, service, and process management. Collaborated closely with end users to promptly address and resolve incidents and service requests, resulting in reduced SLAs and a significant enhancement in end user satisfaction. Developed comprehensive Service Improvement Plans and SOPs to rectify service deficiencies and address user experience concerns effectively.

●Demonstrated exceptional expertise in designing and overseeing multiple vital business services, including asset management, on/offboarding, service desk management, and incident management. Led cross-functional teams to drive the successful execution of strategic business initiatives aimed at elevating service quality.

●Played a pivotal role in the growth of the IT Operations team by training new staff members and actively participating in the screening and onboarding process. Assumed sole responsibility for ensuring the seamless integration of new local, remote, and international team members. Fostered a collaborative and high-performing work environment by leading culture management conversations and change initiatives to support high performers.

●Produced comprehensive executive status reports on a regular basis, showcasing key achievements and project milestones. Led periodic reconciliation and audit preparation efforts and prepared ISO audit artefacts, leading to the eradication of any findings and maintaining a strong compliance posture. Acted as a vital link between various cross-functional teams, facilitating seamless communication and providing exceptional executive support for both domestic and international clients. Ensured a white-glove experience for executives by maintaining a current, proficient technology portfolio and providing exceptional, 24/7 support.

●Regularly resolved identity and access, information, profile configuration, and account security incidents and fulfilled request items utilizing a strong Azure AD and O365 troubleshooting skillset.

Fidelity National Home Warranty

Information Technology Support Engineer May 2019 - Jan 2022

●Orchestrated device management, including imaging, conditioning, application installation, repair, and deployment, for a local office of over 200 team members, in addition to a national network of sales account executives. Oversaw support for iOS devices, offered local desktop support and remote troubleshooting assistance for Office 2016, O365, MS Teams, and proprietary SQL DB applications to resolve incidents tracked in ZenDesk and ServiceNow.

●Troubleshot network issues of varying complexity. Racked and wired Cisco switches. Conducted OSI layer 2 and 3 diagnostics to identify and mitigate network connectivity issues.

Yankee Candle Co.

Assistant Store Manager Jun 2019 - Feb 2020

●Maintained knowledge of a diverse product catalogue, strategically presenting promotions and alternate products to drive sales growth and meet daily, weekly, and quarterly sales goals.

●Implemented customer service best practices to increase conversion and average sale amount, and managed a small team of regular and seasonal staff to do the same.

●Assisted with the preparation for and execution of large sales events, and monitored stock and shipments to ensure inventory availability during peak demand periods.

●Performed regular sales and customer service functions, accruing $2-500/day in personal sales in a competitive metropolitan shopping environment.

Macy’s

Selling Floor Lead Sep 2018 - Jan 2019

●Managed multiple teams to achieve daily $200k+ sales goals with departmental sub-categories.

●Supervised customer service and sales tactics to reduce inventory shrinkage and improve customer experience.

●Captured $800-2k+/day in personal sales in a small suburban market, consistently meeting and exceeding personal and role expectations through effective customer relationship management and product expertise.

●Maintained detailed, accurate knowledge on an extremely diverse product catalogue, and participated in leadership meetings to maintain alignment with current marketing trends and best sales practices.

Education

UC Riverside

Ph.D. Bioengineering (incomplete) Sep 2015 - October 2017

B.S. Bioengineering (complete) June 2014

San Bernardino Valley College

A.S. Mathematics Jun 2008

A.A. Liberal Arts June 2008

Skills

●Entry-Level: PowerShell, HTML/CSS, C#, Unity, Figma, ISO, ITIL, ITSM, Game Development, Project Management, Product Management, A/B Testing, User Stories. SQL, MySQL, PostgreSQL, Data Transformation, Database Analysis, Data Analytics, Business Information, Business Analytics, REST API. Lean, Agile, Six Sigma.

●Proficient: Python (pandas, numpy, openCV, yolov5, pyautogui, spacy), Computer Vision/Object Detection, JIRA, Process Management, Risk Assessment, Business Analysis, Azure AD, O365, SharePoint/OneDrive, MS Teams, Microsoft InTune, JAMF, Endpoint Manager, Exchange.

●Experienced: Problem Solving, Algorithm Design, Game Design, Incident Management, Service Management, Reporting, Vendor & Internal Communications. Team Leadership, Process Ownership, CRM, Relation Management.

Projects

Everbridge Incident Management

●Directed all business initiatives related to Everbridge Incident Management and related incident response mechanisms, including feature exploration, business requirements analysis, architecture investigation and design, vendor communication, and professional development oversight.

●Drafted SOPs, runbooks, training handbooks, incident response guides, and other technical documentation to facilitate training, architecture design, and live use.

●Managed the Everbridge notification platform to coordinate business resources in response to high priority, business-critical incident notifications. Drafted, published, and managed company-wide alerts, and trained other team members on platform use.

Corporate Office Site De/Commission

●Served as lead business owner for multiple IT Operations projects supporting concurrent site decommissioning and standcup. Effectively handled inventory transfer between sites with no loss or discrepancies.

●Tested, selected, and managed procurement and UAT of diverse $600k corporate equipment fleet, including Windows, iOS, macOS, Dell, and Logitech devices.

●Effectively led teams to address critical infrastructure outages and unanticipated network failures in a high-pressure operations environment. Created a backlog of operational work items in JIRA, tracking progress across months to ensure timely completion of key business initiatives.

Corporate Asset Replacement Program

●Collected team member statements and technical diagnostic information on defective hardware in a corporate environment. Created user stories based on ticket data to track problems and design remediation plans.

●Planned and performed exhaustive device testing and coordinated with manufacturer and 3rd party vendor support to isolate causes of device failure and resulting poor user experience, creating test action scripts and documenting results to ensure repeatability and transparency.

●Drafted and executed UAT script for determining device functionality, and created purchase and deployment recommendations in light of UAT and diagnostic results.

●Led to over $240,000 in hardware replacement savings by identifying previously undiscovered point of system failure, and led to the return of $100,000 in defective equipment purchased.

Computer Vision Task Automation (Game Bot)

●Developing a high-level video game bot based on several PyTorch computer vision models and custom-made object detection algorithms. Real-time application capture involving custom ML models and OCR scripts.

●Created automated processes to capture and save images for dataset labeling using custom Python scripts.

●Created several interdependent modules to execute code based on application state, and model detection state.

●Demonstrated skill with OOP by creating a model manager class to handle deployment of multiple models in a single runtime execution environment.

●Trained, updated, and addressed shortcomings in computer vision models via re-training and transfer learning to improve model accuracy.

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