Technical Support Information Technology

Matthew Chau

San Diego, CA 858-***-**** *******@*****.***

Profile

Knowledgeable Information Technology Analyst with extensive experience in delivering high-quality technical support and implementing process improvements across diverse environments. Strong leadership and teamwork skills demonstrated through successful project management and collaboration with cross functional teams. Committed to enhancing user experience and promoting safe online practices in a dynamic team setting. Experience

SDFAS Manager of Information Technology March 2025 – May 2025

• Established and maintained strong relationships with vendors and external partners

• Oversaw the deployment and maintenance of critical IT systems, ensuring high availability and reliability.

• Managed technology budgets of $50,000 optimizing resource allocation and reducing unnecessary expenditures and implementing cost saving products into the school environment.

• Championed innovation and evaluated emerging technologies to identify opportunities for process improvement and competitive advantage.

• Mentored and developed team members, fostering professional growth and increasing team capabilities.

• Managed the full lifecycle of technology projects, from requirements gathering to implementation and maintenance.

• Oversaw the deployment and maintenance of critical IT systems, ensuring high availability and reliability.

• Troubleshot and resolved complex technical issues, minimizing downtime and impact on business operations.

• Communicated technical concepts effectively to executive leadership teams.

• Facilitated effective communication and collaboration between IT teams and other departments.

• Built and maintained strong relationships with key stakeholders, ensuring alignment and support for technology initiatives.

Breg IT Support Services Analyst II January 2021 – February 2025

• Provide exceptional technical support for hardware, software, and mobile devices, prioritizing incoming cases for efficient resolution of over 1500 nationwide users using Interpersonal skills and client relations.

• Created documentation of standard operating procedures for software installation, web-based client portal step by step instruction on account generating and password resets.

• Successfully managed IT relocation project, ensuring seamless transitions with minimal downtime for 300+ users.

• Collaborated with Engineering and Operations teams to execute and monitor various IT projects, promoting new process improvements, safety and cybersecurity awareness.

• Implemented Operating systems update to Windows 11 and coordinated tech refresh for 22 Patient Service Centers spread throughout the United States

• Assisted remotely and in-person a warehouse expansion project, leveraging new robotic systems for improved efficiency of 500 warehouse users.

• Maintained inventory of all US based hardware equipment and escalated to Management when needing to reorder.

• Established Apple based MacBook support for users, a hardware that was not previously apart of the Breg equipment standardization for all users within the company.

• Led initiatives for software compliance and hardware standardization across departments, enhancing overall IT infrastructure.

Janssen Pharmaceutical (J&J) Desktop Migration Project Lead February 2020 - April 2020 [CONTRACT]

• Managed the deployment of lab-based computer systems, overseeing images of desktops and laptops.

• Coordinated installation and decommissioning of lab computers

• Proactive in researching the latest hardware technology that would best suit the needs of the environment in which equipment will be utilized

• Demonstrated adaptability in response to project cancellation due to COVID-19. Symitar Systems Administration Analyst August 2018 - December 2019

• Led critical projects to improve case creation speed and accuracy through the implementation of "Quick Codes" in the ticketing system for over 700 vendors varying between 200 and 5000 users. Matthew Chau

San Diego, CA 858-***-**** *******@*****.***

• Provided escalation support for VIP clients and facilitated training for team members on emerging technologies, enhancing productivity.

• Maintained knowledgebase of processes and policy for incoming new issues from vendors and users within the headquarter office.

• Access via remote desktop connection to users who are having issues identifying root cause analysis for their issues and resolving them or documenting and escalating for further assessment and resolution. Dexcom Desktop Systems Support II May 2018 - July 2018 [CONTRACT]

• Developed training materials and conducted webinars to enhance user support and onboarding processes.

• Assisted in refining technical support processes to improve customer service outcomes to over 10,000 users.

• Aided in the hardware needs of the users providing technical support by imaging, process and deploying system equipment

• Generated a knowledge base of new hardware equipment and configuration.

• Due to the number of on-site users, time management utilization and prioritization for deployment of hardware to users

First Allied Securities, Inc. Technical Support Specialist II August 2016 - May 2018 [CONTRACT]

• Delivered technical support to over 120 users daily and served as a level three escalation point for a distributed support team.

• Documented user issues through ticketing systems including password resets and new user account creations

• Provide customer satisfaction and empathy when reaching out to the team regarding issues with their computer systems

• Trained team members on the Service NOW ticketing system, ensuring effective communication and task management.

Leidos Intrusion Detection Analyst February 2016 - September 2016 [CONTRACT]

• Analyzed system risks and implemented security measures while maintaining compliance with Department of Defense protocols partnered with the thousands of vendors associated and maintained by Leidos.

• Detected suspicious patterns or potentially known unwanted interaction within network traffic

• Analyzed breaches of network traffic, documenting the breach and escalating for investigation and next actions if needed.

• Collaborated with vendor IT support regarding breaches and potential issues noted from endpoint systems. Port of San Diego Business Information & Technology Systems Support Analyst January 2015 - February 2016

• Managed user profiles and provided technical support for over 500 staff members

• Developed a robust online knowledge base for reference troubleshooting and process

• Provided customer satisfaction and support for users who had issues with their hardware and or accounts provisioned using problem resolution troubleshooting and empathy.

• Troubleshooting common issues with user accounts and network access.

• Provided inperson support transporting to and from each site for in depth troubleshooting. Best Buy Sales Operations Lead Oct 2012 - Jan 2015

• Communicated and coordinated with fellow Operations employees throughout all 900 Best Buy stores regarding new releases and potential security issues.

• Lead a team of 4 customer care-based employees to provide support to customers formulating strategies for optimal customer satisfaction.

• Assisted with other departments on customer requests for aid including sales

• Liaison with Best Buy for Business, generating small company hardware and software requests building an invoice for business needs including a monthly resupply of hardware as needed. SRN Sharp Healthcare Information Systems Support Analyst July 2010 - Sept 2012

• Provided level one in person support for each site for in-depth troubleshooting including hardware and printer resupply to on-site Technical Support teams.

• Maintained inventory of IT based supplies

Matthew Chau

San Diego, CA 858-***-**** *******@*****.***

• Configured new user setups based on their requirements of either Hospital, Medical Clinic or Office.

• Built and documented ER based Ergotron all in one computer systems utilized in Emergency Rooms.

• Consistently imaging new hardware equipment and installed system updates to keep up with industry standard.

• Established level 1 support through customer calls and escalated to warehouse hardware support or hospital technical support staff.

Skills

- Technical Support &

Troubleshooting

- Project Management

- Process Improvement

- Cross-Functional Collaboration

- Cybersecurity Awareness

- User Training & Development

- Ticketing Systems (Manage

Engine, Service NOW)

- Hardware & Software

Installation

- Documentation & Knowledge

Base Development

- Project Management

Education / Certifications

Certificate Cyber Security UCSD Extension

Bachelor Degree Cyber Security Computer Network Security Coleman University Bachelor Degree Computer Network Security Coleman University

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