Matthew B.

Skills

Technical Support & Troubleshooting (Google Admin, Windows, macOS, iPadOS)
MDM Administration (Mosyle, Meraki, AirWatch, Zuludesk)
Device Deployment & Hardware Repair
Ticketing Systems & Workflow Optimization
Customer Support Excellence & High CSAT Performance (2024 award winner)
Team Mentorship, Training & Onboarding Support Staff
Project Coordination & Multi-site Tech Rollouts
Technical Documentation & Knowledge Base Development
Communication & Relationship Building with Customers and Teams

About

Analytical and customer-focused Technical Support Specialist with 7+ years of experience in IT support, troubleshooting, and systems administration across multi-platform environments. Expert in resolving complex technical issues related to Google Admin Console, WindowsOS, MacOS, DNS, and content filtering systems for large-scale software deployments. Recognized for maintaining top customer satisfaction (99% CSAT) and earning GoGuardian’s 2024 Customer Support Excellence Award for outstanding performance and service quality. Skilled in incident management, root cause analysis, and cross-functional collaboration with engineering and QA teams to drive process improvements and reduce ticket resolution times. Committed to delivering efficient, user-centered technical solutions that optimize system reliability and enhance client experiences.