Matthew Tichenor
Nashville
Summary
Highly-motivated employee with desire to take on new challenges, Strong work ethic, adaptability, and exceptional interpersonal skills, Adapt at Working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
1
1
Certificate
Work History
Escalation Desk Analyst
HCTec
10.2022 - Current
- Manage and fulfill daily calls to ensure essential IT solutions are analyzed, triaged, and solved
- Triage High Critical issues and coordinate 2nd level support to ensure resolution is meet in a timely manner
- Assist and collaborate with team members in responding Major Incidents
- Ensuring the customer has a great experience and issues are resolved in a timely manner
- Ensure that all HIPPA and other regulations are followed to ensure that all patients' privacy and rights are protected.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
Supervisor
Jeff Ellis Management
10.2018 - Current
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Continuously improved workplace processes and procedures, identifying areas for optimization and leading initiatives to implement necessary changes.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
Service Desk Analyst
HCTec
01.2021 - 10.2022
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Resolved common user concerns by utilizing preset issue resolution scripts.
Education
Hillwood High School
2013
Political Science Pre-Law
Tennessee Technical University
2018
Masters - Business Administration
Freed- Hardman University
Skills
- Staff Training
- Customer Service Expertise
- Desktop Support
- Business Development
- Business Administration
- Reporting Tools
- Business Management
- Python Programming
- Report Preparation
- Query Tools
- Guest Complaint Resolution
- Front Desk Operations
- Guest Communication
- Hospitality Best Practices
Certification
Boot Camp Vanderbilt University - Data Analyst
Timeline
Escalation Desk Analyst
HCTec
10.2022 - Current
Service Desk Analyst
HCTec
01.2021 - 10.2022
Supervisor
Jeff Ellis Management
10.2018 - Current
Hillwood High School
Political Science Pre-Law
Tennessee Technical University
Masters - Business Administration
Freed- Hardman University
Boot Camp Vanderbilt University - Data Analyst
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