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Support Manager

Louisville, Kentucky, 40207, United States
March 29, 2011

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Matthew J. Turner

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

La Grange, KY 40031

502-***-**** or 502-***-****


During my 14 years of experience in the Information Technology field, I have successfully used my problem solving and communication skills to provide efficient and effective end-user support in customer focused environments. In my current position as a Service Desk Analyst I provide end-user phone support to over 55,000 users. Additional areas of expertise include troubleshooting system and software problems, utilizing Microsoft Windows XP and Microsoft Office 2003 applications, logging and tracking system related data. I also have experience in the installation, configuration, and maintenance of personal computer systems.


• Microsoft Windows NT, 2000 and XP

• Microsoft Office

• Microsoft FrontPage 2003

• WordPerfect

• Remote access using Microsoft RDP, VNC, Dameware and Citrix Shadow

• Active Directory to unlock accounts and reset passwords

• PDA Support of Windows Mobile and Palm OS devices running Good Messaging and BlackBerry devices. Experience with the Good Messaging and BES Server.

• Cisco IP Phone Support, Cisco Unity and Call Manager support



04/2009 – 3/2011. Marsh & McLennan, Louisville, KY

Service Desk Analyst

• First line of support for over 50,000 employees throughout the country

• Troubleshooting of VPN connectivity issues

• BlackBerry support

• Active Directory experience

• Troubleshooting of over 6,000 different applications

• Cisco Unified MeetingPlace Support

• Outlook and Lotus Notes support

• Microsoft Office 2003 support

• Remote access support using Windows Remote Assistant and Windows Netmeeting

• Experience pushing out software through SMS

• Use of CA Service Desk to log and track incidents

11/2005 – 02/2009. Wyatt, Tarrant & Combs, LLP, Louisville, Kentucky

Help Desk Coordinator

• Provide end-user support for software, hardware and Cisco IP phone issues to over 400 employees, including support via telephone and e-mail

• Log and track all help calls and assign calls to other IT support staff

• Use of remote access software to troubleshoot end-user problems

• Support of over 100 PDA users utilizing the Goodlink Messaging software provided by Good and over 90 BlackBerry users

• Handle installation of miscellaneous software for end users

• Utilizing Outlook and using the Tandberg Management System’s web site interface to schedule video conferences

• Cisco IP phone support along with Cisco Unity and Call Manager support

08/99 – 10/2005. Land America, Agency Service Center, Louisville, Kentucky

Help Desk Analyst

• Provide end-user support to 100 on site employees

• Set up and maintain user accounts and provide end-user support for approximately 900 off site users

• Using Clientele CRM Software to log and track all help calls and assign task orders as necessary, and monitor statistics of several web servers

• Maintain online repository of various documents (e.g., policies and procedures) created by IT department personnel

• Maintain support of the Agency Service Center intranet web site and coordinate changes made to that site on the main company intranet site

• Handle processing of information processed offshore

• Test policy files submitted electronically to the Agency Service Center for structural compliance

• Process and generate the daily shipments tracking report

• Reset passwords on various applications via Active Directory

• Assist in the upgrading of software

05/98 – 07/99. Qwest/LCI Communications, Dublin, Ohio

Process Administrator II

• Provided end-user support of Microsoft Office applications for the Systems Management Services department, which provided national and international customer support for resident and commercial services

• As internal point of contact, provided on site system support (versus off site help desk support)

• Generated weekly documentation of system problems and resolutions, and tracked the type and number of troubleshooting calls

• Provided one on one training during conversion of Microsoft Mail to Outlook

• Resolved database and system related problems/issues

• Primary Web Master for department web site utilizing FrontPage 98 and 2000; performed reformatting and ongoing maintenance of current web site

• Consolidated Access databases for archive purposes

• Coordinator of special projects, such as rerouting Canadian long distance traffic from one carrier to another for cost effectiveness

11/97 – 2/98. Century Bank, Columbus, Ohio

Technical Support/Assistant Network Administrator

• Provided help desk support to 60 employees

• Resolved networking, printer, e-mail, PC, Microsoft Office, and banking application problems

• Installation, configuration, and maintenance of personal computer systems

• Administered daily backup of branch database and circulated supportive tapes for additional bank locations

• Conducted Internet research and made recommendations regarding various software purchases

05/96 – 05/98. Huntington National Bank, Columbus, Ohio

Operations Specialist

• Provided end-user support for Microsoft Office applications and Lotus 1-2-3

• Responsible for client cash receipts, disbursements, and note mortgage payments.

• Responsible for scanning loans and other legal information for the Document Management Systems Group.

• Organized and maintained 401K contribution splits for multiple companies.


• Columbus State Community College, Columbus, Ohio

Degree of Study – Microcomputing

• Pickerington High School and Eastland Career Center. Graduate, Columbus, Ohio

• Windows Mobile Specialist and Windows Mobile Small Business Retail Specialist certifications

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