Open to opportunities

Matt W

@mattw1

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Customer-focused Technical Support Specialist delivering fast resolutions and strong networking expertise.

United States

Message

What I'm looking for

I'm seeking a customer-focused IT support role where I can apply my networking certifications, resolve tickets quickly, improve workflows, and grow into broader IT responsibilities within a collaborative team.

I am a customer-focused Technical Support Specialist with over two years' experience in IT support, networking, and troubleshooting.

I hold CompTIA Network+ and Cisco IT Essentials certifications and have a track record of resolving 30+ daily technical support tickets with a 90% first-call resolution rate. I install, configure, and maintain IT hardware and software, manage ticketing systems, and document troubleshooting procedures to reduce downtime and improve workflows.

At Firestone and AATechSolutions I combined technical skills with strong customer service, used POS and CRM systems, and conducted failure analysis to drive operational improvements. I'm looking for roles where I can apply my networking expertise, improve end-user satisfaction, and grow into broader IT responsibilities.

Experience

Work history, roles, and key accomplishments

Current

Sales & Service Specialist

Current

Firestone

Dec 2022 - Present (2 years 9 months)

Diagnosed and resolved customer issues, improving service efficiency and satisfaction; managed POS and CRM transactions and conducted failure analyses to recommend operational improvements.

Customer Service CRM Troubleshooting

Technical Support Specialist

AATechSolutions

Jan 2022 - Jun 2024 (2 years 5 months)

Resolved 30+ daily technical support tickets with a 90% first-call resolution rate; installed and maintained IT hardware/software and documented troubleshooting procedures to reduce downtime.

Active Directory Office 365 ServiceNow Zendesk Remote Support Troubleshooting Ticketing Systems

Commercial Driver

AutoZone

Oct 2019 - Jan 2021 (1 year 3 months)

Completed timely, accurate deliveries with 100% order accuracy; performed vehicle inspections and maintained compliance records to support safe operations.

Logistics Route Planning Vehicle Inspection Compliance Time Management

Education

Degrees, certifications, and relevant coursework

Piper High School

High School Diploma, High School

High School Diploma from Piper High School.

Sheridan Technical College

Associate in Applied Science, Computer Systems & Information Technology

Completed an Associate in Applied Science in Computer Systems & Information Technology with a focus on practical IT and systems administration skills.