matthew hilsenrad

Provided onsite support to 20 clients/locations with over 100 users. Maintained and troubleshot printers and all other hardware or network related issues. Installed and upgraded systems and software packages. Prepared clients for potential Year 2000 issues.

Provided onsite support to 10 finance firms/locations, ranging in size from 10-30 users. Handled all aspects of computer support from end user to router level. Researched and purchased new hardware and software as needed for clients.

Supported over 100 end users. Instrumental in relocation and rollout of office. Installed and configured Windows Servers & Workstations (XP/2000/NT/98). Installed and supported third party software (Microsoft Office, Act, Peachtree Accounting, and administered Exchange 5.5). Maintained and troubleshot printers, fax machines, backups and all other hardware or network related issues. Researched, ordered and tested new technology equipment. Direct experience in dealing with computer viruses (in prevention of and recovery from), using both McAfee and Norton anti-virus.

Supported over 1,500 employees from the firm's main office. Manned a 24/7 Helpdesk for support of the firm’s remote offices. Assisted with Microsoft based hardware and software systems; ranging from Windows to desktop setups to Office Suite support. Setup and monitored video teleconference calls. Utilized GWI cSupport software to track and monitor all incidents. Participated in several hardware and software rollouts, which involved changing of 400-600 nodes in less than two weeks.

Supported between 50 and 100 users per day via phone. Dealt primarily with Iomega products (Jaz, Zip and Ditto) on all operating systems. Documented all calls via Oracle based tracking system, provided RMAs for customers when necessary.

* Primary Responsibilities *  Manage onsite engineers in day-to-day operations. *  Standardize hardware set-ups at the desktop level for clients and onsite team. *  Provide onsite team updates to Regional Manager of CTS *  Maintain high standards of support and service to Abacus clients. *  Work with Regional Manager of CTS and engineering (Network/Systems/NOC) * to standardize and document internal processes and procedures for Abacus. *  Run weekly onsite meeting to discuss client and internal issues with respective * teams. *  Flag issues/clients for escalation to Regional Manager of CTS when necessary. *  Review weekly status reports in ConnectWise for respective onsite team. *  Help dispatch team to physical locations. * Key Achievements *  Technical coordination of the company's San Francisco office relocation. *  Developed and maintained the company's internal training program. *  Bolstered and defined the company's internal processes and documentation. *  Project work, including; client moves and onboardings, XenMobile and RSA deployments, Proofpoint and ConnectWise migrations.

* Primary Responsibilities *  Planning and coordination of Disaster Recovery (DR) tests and processes with clients. *  Technical ownership of the DR platform (Zerto replication). *  Client and internal DR support, onboarding, and documentation. *  DR process planning, automation and improvements, stream lining of the solution. *  Collaborate with the DR staff to validate and conduct POC testing on a “DR only” product offering. *  Attentiveness to customer needs, ownership of issues and projects and concise and timely communication.

Activities and Societies: Sigma Pi