IT Support Specialist with Customer Focus
Resume:
Matthew Bonnema
Anaheim, CA **805
********@*****.***
Skills
Personal: Persuasive Negotiator, Quick Learner, Creative Problem Solver, Positive Outlook, People-Oriented
Technical: Microsoft 365 Proficiency, CRM Database Proficiency, CompTIA A+ Certified Technician, SNOW/Salesforce, Zendesk, Microsoft Active Directory, Soldering and Technical Repair
Experience
November 2024 - November 2025
SkyBell Technologies - IT Support
●Answers all incoming calls to the IT help desk in a professional manner and either resolves the issue or escalates it to the proper channels
●Monitors and responds to all tickets in the general ticketing system bucket and delegates urgent or high level tickets accordingly
●Creates a positive customer experience by guiding them through setup of their device over the phone and via email
May 2024 - September 2024
Premier Workspaces - IT Support Coordinator
●Answers all incoming calls to the IT help desk in a professional manner and either resolves the issue or escalates it to the proper channels
●Monitors all emails in the general IT help desk inbox and creates tickets for inquiries and issues
●Monitors and responds to all tickets in the general ticketing system bucket and delegates urgent or high level tickets accordingly
●Handles all shipping and logistics of equipment for admins and other offices
April 2024-April 2024
UCI Irvine -Acquisition IT Support Technician
●Integrated new users into UCI Health Systems by assisting with new email configuration and onboarding
●Set up multi factor authentication for new users with DUO authenticator
●Face to face consultation with doctors and nurses for IT questions and miscellaneous technical issues
●Traveled to multiple hospitals and clinics to ensure new users were properly set up with their new credentials from the acquisition
●Created inventory lists for the computers and technical equipment of newly acquired hospitals and filled out tickets using Service Now
January 2024-March 2024
Parents Anonymous -IT Support Technician
●Installed and configured workstations at two new offices
●Provisioned and managed licensing and active directory for Office 365 accounts
●Documented and resolved support tickets using Service Now
●On Call Technical Support for employees, answered on average 30 calls per day
●Assisted with inventory management of all work related devices for the company
June 2023-December 2023
Ono Hawaiian BBQ -IT Support Technician
●Monitored data channels for all stores and main office for all technical issues
●Cataloged and addressed each issue in a timely fashion through a combination of phone, email, and Microsoft Teams
●Coordinated with technicians on-site and with vendors to resolve problems via phone, email, and remote VNC
●Performed initial setup for new hires and programed devices to be sent to stores i.e. tablets, laptops/PC, cell phones
●Documented recorded video footage of security incidents across all restaurant locations
December 2022- May 2023
Lyft - Lyft Driver
August 2021- November 2022
Taco Bell, Irvine - Technical Support Specialist Level 1
●Received incoming phone calls for technical support inquiries across the US, 40+ calls per day
●Filed away paperwork and organized tickets for each call and technical issue using Service Now ticketing system
●Coordinated with technicians on-site and with vendors to resolve problems via phone, email, and remote VNC
●Managed employee data cleanup in company active directories
●Assisted with employee onboarding procedures via data correction on incomplete forms/glitched applications
February 2021- August 2021
Allen Data, Irvine - Technical Support Technician
●Processed incoming tickets for repair and data recovery
●Performed physical repairs on broken hard drives/laptops/phones
●Assisted with project to install PC systems for an office transfer of a small business
November 2019- March 2020
Schimenti Construction, Irvine - Junior Estimator
●Building relationships with new contractors
●Identifying and quantifying scope of projects and personnel required to complete construction
●Organizing data for multiple projects to assist lead estimators
●Maintaining and updating database of projects and contractors
December 2018 - November 2019
Door Systems Inc, Santa Ana - Estimating Coordinator
●Building relationships with new general contractors and architects
●Coordinating outside sales representative efforts by scheduling presentations with new clients
●Identifying and qualifying new bidding opportunities
●Maintaining and updating CRM
October 2016 - February 2019
Velocity Mortgage, Irvine - Account Executive
● Maintained and developed relationships with residential and commercial mortgage brokers
●Maintained client relationships and facilitated client contact throughout the loan process
●Researched industry trends to help identify top prospects.
December 2015 - October 2016
Home Depot, Anaheim - Tool Rental Associate
●Negotiated prices, terms of sales and service agreements.
●Prioritized tasks and projects to meet tight deadlines.
●Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
●Performed maintenance and repairs on various rental equipment and machinery
April 2010-December 2015
Door Systems Inc, Santa Ana - Front Desk
●Received incoming phone calls for business inquiries
●Filed away paperwork and organized invoices
●Customer service
Education
High School Diploma: Apr 2010 El Camino Real High School - Placentia, CA
Completed coursework towards, Associate of Arts: Fullerton College - Fullerton, CA
CompTIA A+ Certified
References
Stacy- Operations Manager of Door Systems Inc- 714-***-****
Barbara O’Donnell- Controller at Door Systems Inc- 714-***-****
Christian Guzek- Sales Manager at Velocity Mortgage- 818-***-****
Jason Haye- National Sales Manager at Velocity Mortgage- 714-***-****
Contact this candidate