Looking for a job

Matt Allen

@mattallen1

Message

IT Support Specialist at Wales Instruments LLC who deployed Zendesk and guided users through Microsoft 365 migrations.

United States

Message

At Wales Instruments LLC, I provide first-touch support for hardware, software, and web application issues, and serve as the primary IT contact and final escalation point. I evaluated, selected, and deployed Zendesk, configuring workflows and maintaining ticket data accuracy.

I guided employees through a Microsoft 365/Azure Entra identity and SharePoint/OneDrive migration, then supported users moving from QuickBooks Desktop to QuickBooks Online. Earlier at Wales Instruments LLC, I maintained front-end content and refactored Liquid templates during the Shopify migration.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Wales Instruments LLC

Dec 2022 - Present (3 years 10 months)

Provide first-touch support to employees for hardware, software, and web application issues. Evaluated and deployed Zendesk, guided Microsoft 365 and QuickBooks Online migrations, and created support documentation.

Zendesk Microsoft 365 Microsoft Entra ID SharePoint One Drive Quickbooks Online Shopify HTML CSS Troubleshooting Remote Support

Front-End & Administrative Support

Wales Instruments LLC

Aug 2014 - Dec 2022 (8 years 4 months)

Designed and maintained front-end content pages using HTML/CSS and refactored Liquid templates during Shopify migration. Supported daily operations including data entry, order processing, and shipping.

HTML CSS Shopify Liquid SEO Data Entry Order Processing

Project Coordinator – Tech Support

U.S. Bank

Mar 2013 - May 2013 (2 months)

Supported ATM network installations by troubleshooting connectivity, coordinating with technicians, and resolving vendor issues. Documented technical steps to improve workflows.

Troubleshooting Networking Vendor Management Documentation

Intern – Systems Engineering

Thomson Reuters

Jun 2010 - Jun 2012 (2 years)

Assisted with configuration, monitoring, and troubleshooting of server and virtualization environments. Documented procedures and collaborated with engineers to maintain reliability.

Server Configuration Monitoring Troubleshooting Virtualization Documentation

Education

Degrees, certifications, and relevant coursework

University of Wisconsin Milwaukee

Bachelor of Information Science & Technology, Information Science & Technology

Activities and societies: Front-End Developer – Capstone Project

Bachelor of Information Science & Technology with coursework in systems analysis, IT operations, full-stack development, and SDLC documentation. Completed a capstone project refactoring core UI components and deploying via Azure.