Matthew King
Nashville,TN
Summary
Dynamic Information Security Specialist with a strong passion for aligning security architecture plans and processes with industry standards and business objectives. Extensive experience in developing and testing security frameworks for cloud-based software, complemented by a solid foundation in desktop support that facilitates a seamless transition into security roles. Proficient in implementing robust network defense strategies to safeguard critical assets while ensuring compliance and effective risk management. Committed to driving innovative security solutions that enhance organizational resilience and protect against evolving threats.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Fiber Customer Support Analyst
T-Mobile
05.2025 - Current
- Provided expert support for fiber service inquiries, ensuring timely resolution of customer issues.
- Utilized CRM systems to document interactions and track issue resolution progress effectively.
- Collaborated with technical teams to troubleshoot complex service disruptions and enhance customer satisfaction.
- Analyzed customer feedback to identify trends, contributing to the development of improved support processes.
- Conducted training sessions for new hires on customer engagement strategies and product knowledge.
- Assisted in the training of new team members, sharing knowledge and best practices for effective customer support.
Desktop Technician Intern
T-Mobile
02.2025 - 05.2025
- Troubleshot and corrected hardware/software problems to ensure minimal downtime for end users.
- Administered Active Directory accounts and group policies to enhance system access and security.
- Executed remote IT support with Splashtop TCX and Aternity to manage user queries promptly.
- Managed and resolved issues with Microsoft 365 applications, ensuring seamless operation across environments.
- Conducted advanced troubleshooting of Jabber VoIP systems, maintaining operational reliability.
- Directed and recorded IT service requests through ServiceNow, ensuring swift resolution of incidents and requests.
- Provided technical support for desktop hardware and software issues, ensuring quick resolution of user problems.
- Collaborated with cross-functional teams to implement system upgrades and maintain network integrity.
Technical Care Representative
T-Mobile
10.2021 - 02.2025
- Facilitated outstanding customer assistance for cell phone troubleshooting addressing both hardware and software concerns.
- Supported customers in resolving network connectivity issues, enhancing performance of LTE 5G and Wi-Fi services.
- Resolved T-Mobile home internet issues by optimizing gateway placement, enhancing signal strength, and improving device connectivity.
- Ensured high levels of customer satisfaction by delivering clear communication and timely resolutions to issues related to service level agreements.
- Provided technical support for mobile devices, troubleshooting issues and ensuring customer satisfaction.
- Assisted customers with account management, billing inquiries, and service upgrades to enhance user experience.
Assistant Golf Professional
Lookout Mountain Golf Club
07.2020 - 10.2021
- Coordinated daily operations of golf shop, ensuring optimal customer service and inventory management.
- Assisted in planning and executing tournaments, enhancing member engagement and participation rates.
- Trained new staff on club policies, operational procedures, and customer service standards.
- Developed promotional materials to increase awareness of club events and programs among members.
- Mentored junior staff in golf instruction techniques, fostering skill development and teamwork within the department.
- Managed pro shop operations to ensure efficient inventory control, merchandising, and sales performance.
Education
Bachelor's Degree - Computer Science Concentrated in Cybersecurity
Colorado Technical University
Colorado Springs, CO04-2026
Bachelors Degree - Professional Golf Management
NC State University
Raleigh, NC01-2021
Skills
- Hardware troubleshooting
- Software troubleshooting
- Remote desktop support
- Network management
- Microsoft 365 Administration
- ServiceNow Ticketing
- VoIP troubleshooting
- Identity and Access management
- Intrusion detection
- Risk mitigation
- Network security
- Threat intelligence
Certification
HDI-DAST Certification March 2025
Obtaining Security+
Timeline
Fiber Customer Support Analyst
T-Mobile
05.2025 - Current
Desktop Technician Intern
T-Mobile
02.2025 - 05.2025
Technical Care Representative
T-Mobile
10.2021 - 02.2025
Assistant Golf Professional
Lookout Mountain Golf Club
07.2020 - 10.2021
Bachelor's Degree - Computer Science Concentrated in Cybersecurity
Colorado Technical University
Bachelors Degree - Professional Golf Management
NC State University