Dan Matthews

Support and mentor a team of four engineers for 600+ users, configure and maintain HaloITSM workflows and automations, and plan office moves, network upgrades, and hardware procurements.

Managed ticket lifecycle with evaluation, dispatch, escalation and resolution, acted as escalation point for Level 2/3 issues, and designed SOPs and playbooks to standardize support.

Administered 300+ RHEL servers including patching and updates, maintained Grafana and Splunk monitoring dashboards, and coordinated vendor incident resolutions.

Owned ticket workflows and cross-team coordination, mentored junior staff, and authored support SOPs and playbooks to improve operational consistency.

Delivered on-site infrastructure support including cabling, rack builds and network configuration, liaised with vendors on hardware and service agreements, and supported client onboarding.

Managed user accounts and directory services (AD, G Suite, Exchange, Azure AD, Intune), deployed and maintained Hyper-V VMs, and assisted with security and A/V upgrades.

Troubleshot Level 1–3 issues across multiple retail sites within SLAs, coordinated hardware refreshes, office moves, and vendor procurement.

Performed break-fix hardware support and lifecycle management while managing vendor relationships to ensure SLA compliance.

Provided Level 1 support, escalated complex issues with clear documentation, and maintained knowledge base articles to improve resolution times.

Completed a City & Guilds Diploma in Systems & Principles (7540-13).