Matthew Grinstead
@matthewgrinstead
I lead IT service desks, incident response, SLA performance, and large-scale client support operations.
United StatesWhat I'm looking for
At Starfish Computer Corp., I directed a 17-engineer Tier 1–3 Help Desk supporting roughly 300 client accounts and about 450 weekly tickets. I led SLA and KPI performance, incident response, on-call operations, hiring, dispatch coordination, and a Windows 11 migration across more than 1,000 client devices.
Previously, I coordinated service delivery at Laketec Communications for technicians, customers, and C-suite stakeholders, and provided Tier 1 support and Zoom rollout training at Ohio State University CFAES. I also bring hands-on live event production and A/V operations experience.
Experience
Work history, roles, and key accomplishments
Assistant IT Service Manager
Starfish Computer Corp.
Nov 2024 - Aug 2026 (1 year 9 months)
Directed daily operations of a 17-engineer Help Desk, managing ticket queues, escalation priority, and team performance for a client base of roughly 300 accounts. Led the Windows 11 upgrade project across 1,000+ client devices and served as primary point of contact for client scheduling.
Education
Degrees, certifications, and relevant coursework
Ohio University
Bachelor of Science, Music Production
Bachelor of Science in Music Production with a minor in Music from Ohio University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
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