Service Desk Technical Support

MATTHEW J. UNGER

MCSE, MCP+I, VCA-DBT, CSIS, CIOS, SEC+, NET+, A+

**** ********* *****

Sanford, NC 27332 919-***-****

LinkedIn: https://www.linkedin.com/in/mattu470

**/**** – 12/2024 Special Applications Software Support Technician Florida Department of Transportation

• Install, maintain, and support specialized software applications.

• Perform advanced troubleshooting of special applications including Enterprise Electronic Document Management System (EEDMS) and various Engineering applications.

• Monitor Service Now Service Desk queue and resolve support tickets.

• Document work performed and resolution(s). Identify, analyze, and resolve problems and issues through the use of troubleshooting tools and techniques, as well as teamwork.

• Provide high level of customer service by providing status and information to the customer.

• Assign service desk tickets to the appropriate technician or group for proper resolution, and ensure all Service Level Agreements are met in a timely manner.

• Participate on statewide teams, both internal and external to the Office of Information Technology.

• Selected to attend FDOT Supervisors Leadership Course 01/2023 – 04/2023 Systems Engineer

Edgesource, Inc. -- Contractor to U.S. Dept. of State Global International Narcotics & Law Enforcement Airwing

• Responsible for building, deploying, documenting, and administering secure Windows 2016, 2012, 2008 and Linux Virtual Servers in a global production environment governed by Department of State standards.

• Analyzed business needs; utilized expertise for designing, implementing, and testing a complex infrastructure in support of customer needs.

• Produced a road map, engineered and coordinated server configuration and management.

• Ensured server devices comply with established policies, standards, licensing agreements, and configuration guidelines.

• Responsible for the writing, implementation and monitoring of policies, procedures, and technologies to ensure servers are running securely and efficiently

• Assisted with data integrity by evaluating, implementing, and managing appropriate software and hardware solutions.

09/2021 – 01/2023 Senior Service Desk Analyst

Williams Scotsman Mobile Mini

• Provided First & Second Level Technical Support to End-Users in the U.S., Canada, Mexico, and the United Kingdom via Ticketing System, Phone, E-Mail, and MS Teams

• Closed 11.013 Assistance Tickets; Average: 52 Tickets Closed per Day

• Reset User Credentials using Active Directory & Proprietary Systems

• Troubleshoot DELL & Lenovo Hardware and COTS & Specialized Software

• Provided In-Person Deskside Technical Support at Orlando Branch

• Installed Complete Computer Set-up for New Hires

• Processed System Software Offboarding for Terminated Employees

• Provided Guidance for Newly Hired I.T. Personnel and Contractors

• Assisted with Office Refurbishment Cabling & End-User Familiarization 04/2021 – 06/2021 Level II Service Desk Engineer

Network Designs, Inc.

• Provided Second Level Technical Support to V.I.P. End-Users

• Troubleshot and Maintain Classified (SIPR) Remote Access VPN Systems (SCRAaaS)

• Contributed Technical Input towards Operating Processes & Procedures

• Part of a Team that Relocated Six (6) full 42U Server Racks into the U.S. Army FORSCOM Data Center.

04/2020 – 01/2021 Casualty Operations Department Non-Commissioned Officer In Charge (NCOIC) U.S. Army Reserve Command G-1 Casualty Operations

• Prepared Casualty Reports for Battle, Non-Battle and CONUS injuries/death

• Prepared and processed Letters of Condolence to the Next of Kin for the Chief of Army Reserve

• Posted changes to Army regulations, SOPs and other publications

• Monitored relevant suspense actions

• Managed and Grant Access to eMILPO for DD-93/SGLV 8286 updates

• Supported Program Management oversight by performing as USARC Program Lead for Staff Assistance Visits and Inspection Program (OIPs)

10/2019 – 04/2020 Senior PC Technician

TEKsystems subcontracted to JACOBS

• Supported the U.S. Army Special Operations Command at Fort Bragg, North Carolina

• Provided First & Second Level Technical Support to the 1st Special Forces Command

• Supported Multiple U.S. Department of Defense (DoD) networks at different classifications

• Checked system for authorized access to specific networks (NIPR & SIPR)

• Troubleshot Microsoft Operating Systems and Software Packages

• Imaged DELL Tower, Laptop, and Tablet Computers running MS Windows 10 05/2019 – 10/2019 Service Desk Specialist

The CENTECH Group, Inc.

• Supported the U.S. Army Civil Affairs & Psychological Operations Command (USACAPOC(A)) at Fort Bragg, North Carolina

• Supported Multiple U.S. Department of Defense (DoD) networks at different classifications

• Checked system for authorized access to specific networks

• Provided Remote Support, Desktop Support, and Field Technician Support to over 4000+ Users Nationwide

• Troubleshot Microsoft Operating Systems and Software Packages

• Administered Microsoft Windows Active Directory User and Computer Accounts

• Utilized Microsoft SCCM to image HP Laptop Computers 04/2018 – 05/2019 Police Information Technology Specialist Town of Apex, NC Police Department

• Provided First-Level Technical Support to 100+ Police and 450 town employees

• Installed and Maintained Police Vehicle Computer, Electronic, and Video Systems

• Maintained and Supported Lenovo Laptops, MS Surface and Yoga Tablet Devices

• Utilized SolarWinds Web Help Desk Trouble-Ticket Reporting Software

• Supported MS Windows 7 Professional, Windows 8, and Windows10 Software

• Utilized Clonezilla Imaging Software to Image Laptop, Desktop, and Tablet Computers

• Managed Weekly Tape Back-Up System

03/2007 – 01/2018 Staff Sergeant, Aviation Maintenance Section Chief United States Army

• Guided CH-47D/F Helicopter Maintenance

• Enforced Helicopter Maintenance Standards as a Technical Inspector

• Supervised Two NCOs and Four Junior Enlisted in the Battalion Human Resources Shop

• Lead, Supervised, and Empowered up to 10 Soldiers and 5 Noncommissioned Officers

• Responsibly Stewarded Equipment Valued at Over $120 Million in the Battalion Aviation Tool Room

• Expanded Technical Expertise during 2 Combat Deployments (Iraq & Afghanistan)

• Protected Secure Data Encryption Keys During Annual Joint Exercise in South Korea

• Selected for Assignment in the 2nd Combat Aviation Brigade Tactical Operations Center

• Certified in HIPAA Information Security

02/2006 – 03/2006 Information Systems Associate

Pinehurst Medical

• Architected Computer Imaging System

• Increased Configuration Production 200+%

• Devised and Executed Hardware Inventory Management Program

• Provided Top-Notch End-User Support

02/2004 – 12/2005: Computer Systems Technician

Broward County Board of County Commissioners

• Delivered Server & Workstation Installation, Maintenance, and Remote Operation Support

• Supported Remote Server Operations

• Handled NAS Operation, Maintenance, and Documentation

• Optimized Disaster Recovery Plan Maintenance and Documentation

• Executed Software Patch Management

• Volunteered to function as Voting Systems Technician (VST) for 2004 Primary, 2004 General Election, and 2005 Slot Machine Issue Vote

• Completed PMI Project Management Essentials Course 07/2003 – 08/2003 Technical Systems Analyst (Contractor) Spherion Technology, Inc.

Wilmington, DE

Contractor to BankOne, Inc.

• Monitored Network Systems

• Received and Documented Customer Service Inquiries and Issues

• Executed Problem Analysis and Escalation Procedures

• Documented Daily Procedures and Critical Events

11/2002- 02/2003: Field Technician (Contractor)

Prudential Fox & Roach Realtors

• Provided Top-Notch 1st Level Internal Customer Support

• Executed Software Roll-Out and Integration

• Installed & Supported Citrix MetaFrame XP Client

• Configured & Installed Nortel Contivity VPN Client 03/2001 – 10/2001: Network Manager/Engineer

Kistler-Tiffany Companies, Inc.

• Managed Multi-Domain Network

• Provided Excellent Internal Customer Support

• Administered MS Exchange E-Mail Server

• Upgraded MS Exchange Server Version

• Implemented Network Storage Solution

• Centralized and Administered Software License Control 04/2000 – 02/2001: Systems Administrator

Global Logistics Technologies, Inc.

• Implemented Windows 2000 Conversion

• Administered Multi-Domain Active Directory Structure

• Administered Multiple Mission-Critical Domain Controller Servers

• Authored & Implemented an Internal Chat System

• Handled Desktop & Notebook Image Deployment

• Supported Internal & External Customers in Multiple Locations

• Forged & Handled Vendor Relations

• Headed Project Bidding Process

• Handled Software License Administration

• Ensured Efficient Digital Telecommunications

10/1999 – 1/2000: MS Exchange 5.5 Administrator (Contractor) Lockheed-Martin Information Business Systems (IBS)

• Planned & Implemented MS Exchange 5.5 Server Migration

• Optimized the Technical Documentation Process

• Administered, and Maintained MS Exchange v5.5 (Enterprise Edition) Servers in Global Enterprise Environment

• Maintained Technical & Professional Relations with Customers

• Administered Multiple MS NT 4.0 Servers in Global Enterprise Environment 04/1999 – 10/1999: Network Administrator

Florida Digital Network, Inc.

• Optimized & Maintained LAN/WAN

• Supported WAN/LAN & Users in 3 locations statewide

• Repaired and Built Mission-Critical Servers

• Designed, Created, and Maintained Corporate Intranet

• Instrumental in Establishment of Corporate Network Operations Center

• Established & Maintained Vendor Relations

01/1999 – 03/1999: Independent Contractor

• Provided Technical Assessment & Solution Development Services

• Tested & Diagnosed Customer Computing Hardware for Y2K Compliance

• Increased Professional Development

11/1998 – 01/1999: Network Computer Technician (Independent Contractor) Rexall-Sundown Inc.

• Maintained Continuous and Efficient Network PC Operations in Two Facilities

• Supported Internal Customers & Resolved Network Issues

• Custom Built & Reconfigured Computers

• Functioned as Technical Liaison in Remote Offices 09/1998: Network Engineer (Contractor)

SystemOne Technology Based Staffing Solutions, Inc. Client: Motorola Paging Products Division

• Executed Enterprise-Wide Platform and Operating System Conversion

• Converted Company Computing Format from Apple to PC-Based

• Delivered Company-wide Desktop & Notebook Computer Configuration Solution

• Identified and Resolved Network Configuration Issues

• Migrated Internal Customer Files & Data

• Established Internal Customer MS Outlook E-Mail Accounts

• Familiarized & Supported Internal Customers with PC Operating System and Software

• Instituted First Level Technical Support

• Assisted Motorola to Establish Harris Radio Corporation EDUCATION:

10/2023 – 09/2024 American Military University

Charles Town, WV

Graduate Certificate, Security Management

Final GPA: 4.00

12/2015 –10/2017 American Military University

Charles Town, WV

Undergraduate Certificate, Corrections Management

Final GPA: 3.83

01/1990 - 12/1992: Hofstra University

Hempstead, NY

B.A., Political Science (University Dean’s List)

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