Matthew Scotman

I’m a customer-focused IT Support Specialist who delivers Tier 1–2 help desk support in high-volume enterprise and education environments. I’m known for prioritizing incidents effectively through ticketing systems while keeping service-level expectations front and center.

In my most recent contract role with Affirm, I resolved end-user issues across hardware, software, account access, and connectivity for both on-site and remote employees. I diagnose and troubleshoot systems and networks to minimize downtime, and I support onboarding/offboarding through provisioning, permissions/access management, and device setup.

In the Chappaqua Central School District, I provided Tier 1–2 support in a macOS/iOS environment and resolved 95% of help desk tickets on first contact. I administered JAMF and MDM for configuration and compliance, performed device imaging and updates, managed IT asset inventory using 1-to-1 Plus, and documented procedures and knowledge-base articles.

I bring a strong communication mindset and a drive to streamline workflows. I use AI tools to automate routine tasks and accelerate troubleshooting, while maintaining clear written documentation to strengthen team response efficiency.