Technical Support Specialist & IT Support

MATTHEW KOLL

Phoenix, AZ ***** 623-***-**** *******.****@*********.*** linkedin.com/in/matthew-koll/

TARGET: TECHNICAL SUPPORT SPECIALIST

Self-driven and motivated technical support specialist looking for next company or school needing IT support. Naturally curious with knowledge spanning hardware and software technical support. Began career on a contract with Apple before moving into technical support at Verizon. Always start each client contact by investigating, diagnosing, and troubleshooting before moving to solutioning and customer delight. Continue to exercise communication skills and ability to explain technical concepts as an administrator of a 25K-member Facebook group about building computers.

10 Years of Experience in Technical Support Roles Troubleshoot Software Applications Strong Technical Skills

Key Qualifications

• Experienced supporting a variety of products, including Apple Devices/MacOS, as well as Android Cellular Devices and GPS trackers.

• Able to adapt quickly in a fast-paced environment related to SaaS as well as supporting software and hardware.

professional experience

Installation Coordinator GPS Insight Scottsdale, AZ July 2022 – Jul 2023

Small fleet management and field services company with 20 years of experience providing devices/services for tracking vehicles, trailers, and other assets, often with a cellular radio in the dash and a corresponding tablet. Changed CEO and leadership in 2021 and 2023 with corresponding reductions in staff. Key skills: Project management, multitasking, process improvement, NetSuite, Microsoft 365 (Word, Excel, Outlook), Carrier Portals (KORE-Cellular Service Provider), Netradyne Driveri Cameras.

Installation Coordinator: Managed 80 to 180 active small-scale projects simultaneously, ranging from 2 weeks to 2 months. Received and/or sent 30-40 emails between customers and technicians/3rd party installers on a daily basis while monitoring an additional 100-150 email threads related to active cases, making ~10 to 20 daily outbound calls. Kept active case count low and resolved most calls immediately (first-call resolution). Returned 1 year after layoff to serve as one of 7-8 installation coordinators.

• Scheduled local in-house or 3rd party remote technicians to provide repairs, replacements, or installation of new hardware.

• Tracked shipments and ensured technicians had correct hardware and were aware of special requests from customers.

• Retained a dissatisfied customer by arranging for an out-of-network technician to travel 400 miles to service 12 trackers and cameras, securing a significantly more cost-effective rate than other quotes. This initiative resulted in customer savings of $2K.

• Coordinated with client and 3rd party installer to fit trackers and dash cams into fleets ranging from 3 to 3K vehicles whenever a sale or order was placed. Verified devices were operating and performed troubleshooting as needed.

• Handled anything outside the standard contract template, including travel fees and higher-level installs.

• Followed up with technician and 3rd party vendors to ensure everything was in working order at installation before paying technician, updating billing, and sending remaining paperwork to accounting department.

Installation Coordinator GPS Insight Scottsdale, AZ Apr 2014 – Jul 2021

Small fleet management and field services company. Laid off due to COVID-related RIF. Key skills: Technical support experience, customer service standards, strong communication skills, multitasking in a fast-paced environment, thriving under pressure.

Electronic Log Device (ELD) Support Specialist (Apr 2018 – July 2021): Assisted in the soft launch and beta testing of the ELD support specialist role a year before the team received new titles. Initially part of a 4-member original ELD support specialist team, which expanded to 17 members during the rollout, then scaled back to 10-12 members before the layoffs in July 2021. Responsible for delivering customer training and providing HOS support.

• Provided front-end customer assistance and technical support for new technology surrounding electronic drivers’ logbooks before, during, and after federal mandates. Determined if sending a technician to check the trackers (hardware) and/or test the dashboard (software) in person was necessary.

• Worked with companies/customers reluctant to introduce new technology, influencing customer adoption and the sales cycle. (Provided excellent customer service and support to drivers who physically punched their tablets or threw them out of the window in frustration and/or purposefully disabled the equipment to go back to paper logs.)

Customer Service Technical Support Representative (Apr 2014 – Apr 2018): Dove in headfirst during the 1st week of training and took live calls to help update customers and manage call volume during a system-wide outage. Came in while company was 9 years old and still in startup mode with just ~130 employees.

• Known to excel at fixing things and willing to take extra time to troubleshoot to avoid return authorizations when possible, saving numerous $200-300 devices.

• Liaised with internal stakeholders to deliver an exceptional customer experience (e.g., account management team when customers needed a refund or credit).

• Handled fluctuating volume of calls, emails, and chat coverage, with gusts of up to 45-50 calls/emails during failures and outages.

• Calls ranged from 5 to 60 minutes, with some complex issues requiring getting a technician onsite and 4 to 5 calls.

• Answered phones on a rotation and informally mentored new hires.

• Provided overnight on-call coverage, first on a rotation and then for 8 consecutive months, as the primary contact from 5 pm to 4:30 am. Took after-hours calls regarding vehicle issues, finding stolen vehicles, and more.

Technical Support Agent/Verizon Tech Coach Asurion Phoenix, AZ Nov 2013 – Apr 2014

Supported Verizon Wireless products, including Apple iPhones/iPads, Android phones/tablets, and BlackBerry devices, initially hired via contract with Apex. Served as one of ~400 agents at Phoenix location. Key skills: In-house systems, Microsoft Outlook, customer interaction, critical thinking, problem-solving, software troubleshooting, IT help desk experience, IT support.

Technical Support Agent/Verizon Tech Coach (May 2014 – Apr 2015): Mentored and trained 3 incoming team members to use Verizon-specific tools and protocols. Ensured onboarding agents thoroughly learned the proprietary systems and maintained high-quality service standards while troubleshooting/diagnosing connectivity issues and helping with billing inquiries.

• Earned recognition and bonuses regularly For perfect attendance and maintaining top 90% NPS.

• Collaborated with cross-functional team members to minimize escalations, ensuring effective and timely resolution of technical challenges and customer satisfaction.

• Demonstrated exceptional communication skills while interacting with customers experiencing complex malfunctions and provided efficient and personalized solutions that promoted customer retention.

Contractor/Verizon Tech Coach (Nov 2013 – Apr 2014): Joined team through a contract-to-hire position with Apex, offered a permanent position with Asurion after 7 months. Provided expert technical support for 30-50 callers regarding their Verizon Wireless mobile devices, plans, and services.

• Guided customers through device setup, software updates, and troubleshooting procedures to optimize their experience. Maintained up-to-date knowledge of products, services, and promotions to best support customers.

Technical Support Representative APAC Customer Services Phoenix, AZ May 2013 – Nov 2013

Third-party tech support/customer service contracted with Apple, with 200 in-office agents at Phoenix contracted call center. Laid off when Apple chose not to renew the contract with APAC. Key skills: MacOS, AppleCare Support Tool, troubleshooting, ticketing system, critical thinking, phone etiquette, explaining technical concepts to non-technical users, communication.

Supplied technical support for customers experiencing issues with their Macintosh desktop and laptop computers, iPads, iPhones, iPods, and iTunes accounts as they gained popularity with the general population. Maintained excellent customer service satisfaction surveys (95%+) while aiding 30 or more callers per shift. Quickly learned multiple Apple products to expertly assist customers by solving complex technical problems.

• Used Apple’s proprietary CRM system as well their remote support tool. Supported customers with cellular/Bluetooth/WIFI connection issues, warranty claims, and factory reset.

ADDITIONAL EXPERIENCE

MK Designs Self-Employed Phoenix, AZ Jul 2023 – Present

Creating art using Adobe Suite, hosting sites with AWS S3. Created NFTs and Tokens on the Ethereum Blockchain.

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