MATTHEW J. ROBBINS

Concord, NC 803-***-**** adz4la@r.postjobfree.com linkedin.com/in/matthewrobbins2/

INFORMATION TECHNOLOGY MANAGEMENT IT SERVICE MANAGEMENT

Highly accomplished Strategic IT Manager with impressive 20+-year track record in effectively managing technical support organizations and overseeing teams of skilled engineers. Adept at leveraging extensive experience in IT management, network administration, and project management to drive successful outcomes. Proven ability to align technology strategies with business goals, resulting in improved operational efficiency, enhanced productivity, and cost savings. Skilled in executing program vision from start to finish, managing complex milestones and adapting to changes. Possesses excellent leadership qualities, fostering collaboration while mentoring international, cross-functional teams in delivering strategic initiatives to improve systems and bottom-line results. Committed to delivering exceptional results, and consistently exceeds expectations in challenging, dynamic work environments.

SKILLS

Technical: VMware ESXi, vSphere, Cisco ASA, Microsoft SQL Server, SQL Server Management Studio, QRadar, EnCase, Azure, Computer Hardware, Computer Systems, Help Desk, IT Service, IT Support, MDM, Network Operations, Network+, Operating Systems, System Development

Functional: IT Management, Project Management, Operations, Cyber Security, Network Administration, Troubleshooting, System Administration, Network Design, Information Assurance, Program Management, Network Infrastructure, Infrastructure Security, Network Architecture, Network Engineering, Windows Deployment Services (WDS), Product Management, DevOps, Itil v3, Technical Guidance

Professional: Leadership & Management, Analytical, Organizational, Attention to Detail, Problem Solving, Communication, Presentation, Customer-Focused, Customer Service, Customer Support, Client Support, Annual Budget, Procurement, Coaching

CERTIFICATIONS

Prosci Change Management for Managers, Prosci March 2022

Certified Ethical Hacker (CEH), EC-Council June 2019

CompTIA Security+ ce Certification, CompTIA April 2015

Administering & Deploying System Center Configuration Manager, Microsoft April 2014

PROFESSIONAL EXPERIENCE

Technical Program Manager March 2022 - Present

Microsoft Corporation, Charlotte, NC

●Direct and coordinate team of engineers to deliver new Windows Self-Host Program (WiSP) infrastructure and track progress against goals. Integrated 20,000 systems in program in 3 months (3 months ahead of schedule). Enhanced product development for Windows, leading to user feedback increasing from 4% to 67%.

●Facilitated expansion of WiSP to new partners by reducing onboarding complexity and building tools and systems to manage multiple large populations of self-hosting via regular Windows upgrades and updates.

●Managed product quality control by identifying trends in performance and conditions to accurately change and update existing features. Within first quarter after implementing new process, obtained satisfactory rating from users by 53% on process improvement, while opening further lines of communication from users to developers..

●Collaborate with software and hardware product teams to provide self-host validation service as a Microsoft-internal validation product; improved overall product adoption and correction for more than 182 bugs identified by users to enhance development of Windows.

Engineering Support Manager June 2020 - March 2022

Microsoft Corporation, Charlotte, NC

●Led Customer Supportability Team in North America for Azure Integration Services, including business of integrating on-premises and cloud-based applications, such as Azure Logic Apps, On-Prem BizTalk, HIS, as well as WorkFlow Manager.

●Maintained accountability for building customer-focused culture that attracts and retains high-performing team, leading to customer-focused product change in a One Microsoft way.

●Managed 11 people to achieve exceptional customer service, leading to 4.76% out of 5% customer satisfaction rating.

Cyber Systems Operations & Cyber Transport Systems Supervisor September 2000 - April 2021

Air National Guard - US Air Force, Charlotte, NC & Eastover, SC

●Supervised 7-member team, maintaining training documentation along with performance reviews of each team member.

●Executed project management while providing guidance on implementation of newer technologies.

●Developed, monitored, and tracked complex mission-critical projects through project lifecycle.

●Administered network administration of LAN and WAN of Charlotte, ANGB.

●Created Statements of Work and Requests for Proposals (RFPs) for technical multimillion-dollar government contracts.

Support Escalation Engineer, Azure Monitor Technical Advisor April 2018 - June 2020

Microsoft Corporation, Charlotte, NC

●Supported as SME Lead for Azure Monitor & Automation Team Reviewing, and assisted with escalated issues for long running cases while providing excellent customer experience.

●Served as Azure Rapid Response (ARR) Lead for ARR team for Log Analytics and Automation; reviewed and led 3 employees with case management and escalations.

●Designed training and peer-mentoring programs for Azure Monitor, targeting global support teams for newer technology features released from product group; led training and awareness initiatives that were attended by 4 global teams.

●Investigated and solved critical, complex, technical issues escalated from Tier 1 or Tier 2 from Support Escalation Engineers.

●Joined Toastmasters International, further developing public speaking and leadership skill sets.

Escalation Support Engineer, Windows Devices & Deployment May 2016 - April 2018

Microsoft Corporation, Charlotte, NC

●Served as SME Lead for Microsoft Bitlocker Administration and Monitoring [MBAM]. Took on role as trainer for other engineers and improved overall customer satisfaction rating from 3.9% to 4.65% out of 5%.

●Served as lead to Unified Support Program and CSS Ambassador Volunteer PM – Recognition and Gamification Program, improving corporate awards process for submission from a 25% to 57% employee satisfaction rating.

●Investigated and solved critical, complex, technical issues escalated from Tier 1 or Tier 2 help desk support, including more than 47 customer issues per month.

●Joined Toastmasters International, further developing public speaking and leadership skill sets to prepare for future people manager role.

PROFESSIONAL PROJECTS

Global Azure Integration Training & Certification February 2017 - June 2017

●Led multi-disciplinary 9-person team to design, develop, and launch L100 & L200 professional training for global team, which created universal acceptance of product knowledge and universal training for onboarding current or future hires.

Global Release of Latest Azure Monitor Agents, Windows & Linux July 2018 - September 2018

●Served as liaison between business units and product teams to ensure timely release of software products or updates.

●Aided with design of agent to capture different telemetry for customer environments, impacting process improvement of function of software, and worked with multiple program managers to produce and design for the public.

Joint Environmental Toolkit [JET] September 2008 - April 2010

●Developed and provided an integrated weather system capable of producing comprehensive real-time weather assessments; JET enables users to create, access, modify and transmit mission-critical local, regional, and global environmental data to warfighters at all echelons of command.

●Produced weather assessments that include site observations; tailored mission execution forecasts, flight weather briefings, and active weather watches, warnings, and advisories.

●Led multi-department teams to analyze and assess business requirements, contractor needs, and resource requirements.

Installation Access System Upgrade to Defense Biometric Identification System (DBIDS) May 2014 - January 2015

●Spearheaded cross-functioning program with multi-departments for design and implementation of DBIDS on 2 facilities.

●Designed network and IP space for infrastructure connectivity to DBIDS database.

●Created DBIDS database to work with systems for quick analysis of personnel trying to gain access to facilities, which created a user database with up to 1,200+ users for approved access to facility.

EDUCATION

Master of Business Administration, MBA, Project Management May 2015

Columbia Southern University, Orange Beach, AL

Bachelor of Science, Information Technology Feb 2014

Columbia Southern University, Orange Beach, AL

Associate of Science, Information Technology July 2014

Community College of The Air Force - Montgomery, AL

Associate of Science: Electronic Systems Technology Dec 2005

Community College of The Air Force - Montgomery, AL

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