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DM@davidmatlofsky
Experienced IT Support Specialist focused on enterprise service desk excellence.
United StatesI am an IT Support Specialist with over twenty years of hands-on experience in service desk operations, remote troubleshooting, and user experience optimization. I consistently support large enterprises, providing first-line assistance for networks, VDI, VPNs, mobile devices, and desktop environments.
I have administered user accounts using Active Directory, Okta, and SAP, and managed incidents with ServiceNow while supporting user populations exceeding 10,000. I drive process improvements through automation using Excel VBA and Python and have a track record of initiating process changes adopted across teams.
I combine technical proficiency across Microsoft 365, Citrix/VDI, networking, and telephony systems with strong communication and customer-service skills. I aim to deliver reliable, scalable support that reduces incident volume and improves end-user satisfaction.
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Work history, roles, and key accomplishments
Enterprise Integration
Jan 2022 - Present (3 years 10 months)
Provides first-line remote support for over 10,000 users, resolving issues across computers, printers, networks, VDI, VPN and mobile devices while administering accounts via Active Directory, Okta, and SAP.
Insight Global / State of Delaware
Jan 2021 - Jan 2022 (1 year)
Supported 12,000+ users resolving desktop, telephony and VPN incidents via ServiceNow and Agent Workspace, troubleshooting Microsoft Teams AV and mainframe account issues while administering communication systems.
Loan Depot
Jan 2020 - Jan 2021 (1 year)
Delivered nationwide technical support for 12,000+ users, resolving Office 365, VPN, SIP phone and Empower platform issues and coordinating escalations with technical teams to close complex incidents.
CIComcast Inc.
Jan 2007 - Jan 2019 (12 years)
Produced quality and compliance reports, investigated chronic trouble calls, provided software support and drove process improvements adopted company-wide.
CIComcast Inc.
Jan 2007 - Jan 2007 (0 months)
Supported Comcast Digital Voice network and field technicians by diagnosing Hybrid Fiber Coax network issues and coordinating technical resolutions.
CIComcast Inc.
Jan 2003 - Jan 2007 (4 years)
Trained employees on troubleshooting best practices, managed outages and escalations using Remedy and internal systems to restore service quickly.
CIComcast Inc.
Jan 2000 - Jan 2003 (3 years)
Installed and serviced TV and high-speed internet for customers, educating users on product usage and performing installations to specification.
Hann & DePalmer
Jan 1998 - Jan 2000 (2 years)
Managed user accounts, backups and intranet maintenance while providing hardware and network support to end users in a small enterprise environment.
Degrees, certifications, and relevant coursework
OCAssociate Degree, Information Technology
Completed an Associate Degree in Information Technology with coursework and training relevant to help desk and systems administration.
Software and tools used professionally
United StatesYou can contact David and 90k+ other talented remote workers on Himalayas.
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