matthew taylor

application support analyst ii

About

Technical Operations and Support Specialist with over 15 years’ experience in delivering operational excellence, from frontline support to team development and interdepartmental operations.

Country

united states

City

new york

Industry

information technology and services

Skill

project management, remote troubleshooting, technical support, client services, application support, reporting and analysis, web services, building automation, energy management, hvac controls, electronics, commissioning, copywriting, press releases, search engine optimization, affiliate marketing, microsoft office, xml, json, databases, sql, microsoft sql server, sql server management studio, customer service, cross functional team leadership, team leadership, team management, employee training, real time monitoring, technical staff management, command prompt, secure shell, sap crm, zendesk, networking, openvpn, equipment deployment, leadership, electrical troubleshooting, data entry, windows, troubleshooting, microsoft excel

Experience

application support analyst ii

q2ebanking

2019-6 - Present · 7 yrs 3 mos

technical support quality assurance

siemens

2018-1 - 2018-10 · 10 mos

 Defined metrics and success criteria, developed artifacts, and performed regular audits to ensure support interactions and documentation adhered with overall Quality objectives.  Standardized troubleshooting and documentation to provide actionable information in the identification and reproduction of bugs to be submitted to DevOps.  Improved consistency in parts ordering by establishing and socializing baseline data entry requirements.

technical operations supervisor

siemens

2016-9 - 2018-1 · 1 yr 5 mos

*  Managed schedules, provided coaching, and delivered regular performance feedback for 10 direct reports. *  Interfaced regularly with customer and sub-contractors to prioritize dispatch in support of issue resolution. *  Coordinated interdepartmental operations via scheduled meetings and on-demand interaction. *  Provided managerial oversight for parts and labor invoicing.

energy services technician ii

siemens

2013-5 - 2016-9 · 3 yrs 5 mos

*  Supported hardware installation and software configuration of new construction and retrofit applications. *  Primary troubleshooter of high-priority, non-standard support tickets. *  Mentored Level I technicians by improving understanding and expediting routine troubleshooting. *  Assisted DevOps and Engineering teams in field configuration and testing.

energy services technician i

siemens

2009-9 - 2013-5 · 3 yrs 9 mos

* Formerly Site Controls, acquired by Siemens 12/2010) *  Supported onsite energy management hardware, local and web application, and all related components. *  Managed support cases and incidents across 30+ clients, with a focus on first-handle resolution. *  Conducted remote HVAC, lighting, and general electrical troubleshooting with onsite field technicians. *  Provided customer service and support for onsite staff, regional managers, and client operations teams.

marketing coordinator

giganews

2005-11 - 2009-8 · 3 yrs 10 mos

* Drafted sales and marketing copy (press releases, official blog, etc) * Skill Highlights: SEO/SEM, Affiliate Marketing, Copy Writing * Proficiencies: Salesforce CRM, Google AdWords, Yahoo! Search Marketing, Microsoft adCenter.