Technical Support It

Contact

*******@*****.***

www.linkedin.com/in/mchausd

(LinkedIn)

Top Skills

Customer Satisfaction (CSAT)

Knowledge Sharing

Performance Reviews

Languages

English (Native or Bilingual)

Spanish (Limited Working)

Certifications

Cyber Security

Honors-Awards

National Eagle Scouts Association

Eagle Scout

Matthew Chau

IT Support Systems Cyber Security

San Diego, California, United States

Summary

Knowledgeable Information Technology Analyst capable of setting up and optimizing workstations, providing users with high- quality technical support training users and assisting with process improvement implementation in diverse areas. Ready to offer experience to a dynamic team

Experience

Breg

IT Support Services Analyst II

January 2021 - Present (4 years)

Carlsbad, California, United States

Technical support that processes hardware, software, and mobile devices. Prioritizing incoming cases and requests. Providing exceptional technical support to internal users, resolving hardware, software, and mobile device issues efficiently and accurately. Maintains hardware and server rooms. Provides escalation support to help desk through Manage Engine ticketing system. Successfully managed IT relocation projects, ensuring smooth transitions with minimal downtime. Collaborated with cross-functional teams, including Engineering and Operations, to plan, execute, and monitor projects. Promoted safe online practices and encouraged users to report suspicious activity. Provided escalation support to the help desk through the Manage Engine ticketing system for complex cybersecurity incidents. Provide oversight for IT based projects implementing upgrades to other departments via software compliance, hardware standardization and upgrades. Implemented OS upgrade from Windows 10 to Windows 11 utilizing Quest/Kace imaging systems and NinjaRMM. Coordinated warehouse expansion and improvement projects utilizing new robotic systems. Travelled to Breg facilities to implement process improvement projects, training and system hardware and software upgrades. Observed and lead software compliance, hardware standardization and warehouse improvement processes, Hardware upgrade for warehouse facilities. Coordinated and lead tech refresh of Patient Service Centers along with Headquarters and Main warehouse distribution center. Page 1 of 6

The Janssen Pharmaceutical Companies of Johnson & Johnson Desktop Migration Project Lead

February 2020 - April 2020 (3 months)

San Diego, California, United States

Project Cancelled due to COVID-19 outbreak

Windows 10 upgrade

Managed deployment of lab based computer systems.

Oversaw implementation and imaging of desktop and laptop devices. Coordinated and scheduled installation and decommissioning of lab computers Symitar

Systems Administration Analyst

August 2018 - December 2019 (1 year 5 months)

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 Fatal System Errors which led to End of Day and Nightly process to run without issue.

Planned and executed "Quick Codes" into the ticketing system which allows cases to be created at quicker pace with accuracy and provided targeted questions based on the issue within the drop down menu. 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.

Monitored multiple queues to keep track of all incoming cases that were created by corporate call center or transferred from other departments. Effectively controlled the release of proprietary and confidential information for Symitar Clients regarding Episys and AIX systems.

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

Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills. Researched, resolved and followed up on Fatal System Errors and Down Systems, earning multiple 5-star customer review rating. Dexcom

Desktop Systems Support

May 2018 - July 2018 (3 months)

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San Diego, California

Prepared 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.

Developed training materials, conducted webinars and authored wikis for user training and support use.

Assisted in technical support process refinement to improve customer service and support.

Created user documentation and manuals for use in training classes and onboarding sessions.

Consistently responded to customer service emails within standard window for optimal response.

Responded to support tickets within 1 hour to improve customer service. First Allied Securities, Inc.

Technical Support Specialist II

August 2016 - May 2018 (1 year 10 months)

Delivered technical support to 120+ users each day. Created historical records by documenting hardware and software changes and revisions.

Created new accounts, reset passwords and configured access to servers and file management software for users.

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

Developed training materials, conducted webinars and authored wikis for user training and support use of ServiceNOW ticketing systems. Served as level-three support escalation point for 6-member distributed support staff.

Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.

Trained employees on ServiceNOW ticketing use and instructional techniques. Prioritized issues and delegated tasks to help manage the teams case loads. Leidos

Intrusion Detection Analyst

February 2016 - September 2016 (8 months)

Granted Department of Defense Security Clearance

Analyzed system risk to identify and implement appropriate security countermeasures.

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Analyzed security procedure violations and developed plans to prevent recurrence.

Audited networks and security systems to identify vulnerabilities. Effectively controlled the release of proprietary and confidential information for general client lists.

Monitored multiple databases to keep track of all company inventory. Provided technical and operational support for entire organization. Worked closely with clients for the duration of projects. Port of San Diego

Business Information and Technology Systems Support Analyst January 2015 - February 2016 (1 year 2 months)

Greater San Diego Area

Managed user profiles, security access and shared file structures. Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.

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+ staff members. Provided local and remote Tier 1 IT support for hardware and software to company personnel.

Developed robust online knowledge base for support staff to reference when responding to requests for assistance.

Built and maintained successful relationships with service providers, vendors, dealers and consumers.

Consistently responded to customer service emails within standard window for optimal response.

Configured new employee work stations, including all hardware, software and peripheral devices.

Disassembled computer systems to troubleshoot and resolve hardware issues. Removed malware and viruses from laptops and desktop systems using specialized software.

Maintained inventory of IT supplies by checking levels on weekly basis. Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes. Page 4 of 6

Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis. Best Buy

Sales Operation Lead

October 2012 - January 2015 (2 years 4 months)

Liaison between sales team and general management. Handled all incoming phone calls and managed phone orders. Delegated tasks to sales team and personally assisted VIP and Best Buy for business members.

Sharp HealthCare

[SRN] Information Systems Support Analyst

July 2010 - September 2012 (2 years 3 months)

Performed research and analyzed content of records to make disclosure determinations.

Integrated new technologies to meet area requirements. Assembled and tested monitoring stations, including ER standing computers. Coordinated installation of updated computer programs and systems. Troubleshoot and resolved problems with programs and systems. Provided training and support to users for both hardware and software needs. Installed system updates, patched programs and optimized functionality. Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.

Documented repair processes and helped streamline procedures for future technical support actions.

Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.

Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.

Configured new employee work stations, including all hardware, software and peripheral devices.

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

Disassembled computer systems to troubleshoot and resolve hardware issues. Consistently responded to customer service emails within standard window for optimal response.

Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis. Maintained inventory of IT supplies by checking levels on a weekly basis. Page 5 of 6

Education

UC San Diego Extension

Certificate, Cyber Security · (2020 - 2021)

Coleman University

Bachelor's degree, Cyber Security · (2015 - 2017)

Coleman University

Bachelor's degree, Computer Network Security · (2015 - 2017) Coleman University

Associate's degree, Computer Networks · (2013 - 2015) Westview High School

High School Diploma, Higher Education/Higher Education Administration · (2002 - 2005)

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