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CANDIDATE PROFILE
Name: Matthew Wilming
Last Updated: 2022-08-05
Email: wilmme02@gmail.com
Phone #: 518-577-3834
Address: 1205 Schooner Ct, Halfmoon, NY 12065
Halfmoon, NY 12065
RESUME
HEADLINE

Dynamic and goal-driven professional, offering well-rounded experience in technical support and user consulting, wizard and self-help asset development, and issue analysis and escalation; coupled with strong background in delivering excellent end-to-end customer experience.

QUALIFICATIONS PROFILE

Skilled at diagnosing and troubleshooting software errors and source code-related problems as well as providing technical advice and services to ensure optimum performance, availability, and speed and obtain the highest level of client satisfaction. Known for solid communication and interpersonal skills in promptly responding to clients’ needs, concerns, and inquiries; clearly conveying technical concepts into easily understood language to end users; and cultivating solid relationships with clients, stakeholders, and management to deliver positive results.

CORE COMPETENCIES


Cloud and IT Software Support and Engineering
Fail-Safe Service and Remote Assistance
Crisis and Incident Management
Diagnostic and Troubleshooting Skills
Project Planning and Coordination
Agile and Waterfall Methodologies
Sprint and Meeting Facilitation
Team and Stakeholder Engagement


PROFESSIONAL EXPERIENCE

EXPERIS | MILWAUKEE, WI
Microsoft 365 Automation/Technical Developer, Remote July 2022–Present
 Utilize Azure DevOps to monitor remotely all project tasks, and Agile and Waterfall methodologies to develop requirements and schedules, which are clearly communicated to all stakeholders and engineering teams through Sprint meetings
 Collaborate with developers in analyzing wizards as well as gather content information and feedback from technical SMEs to identify areas for automation
 Maintain updated with the latest technologies, products, and industry changes to curate existing content assets, update existing contents, and/or create net-new contents
 Established reputation as the creator and presenter of the following wizards, which simplified technically complex concepts into consumable contents for users:
 First Windows 11 setup deployment wizard for Microsoft FastTrack Team and the stakeholders
 Deployment/mock draft wizard for Microsoft Intune, Endpoint Manager, Configuration Manager, W365 Cloud PC, and Windows 11
 Deployment guides for https://setup.microsoft.com/ used by admins

ZONES | MENANDS, NY
Microsoft Escalation Engineer October 2021–July 2022
 Checked and assessed all cases from Premier engineers as well as needs/requests from Microsoft Product group to properly assist with resolution or escalation
 Provided repro steps, logs, fiddler traces, recent occurrences, and descriptions to engineers to enable them to assist in escalating bugs, issues or problems from O365 customers, which required Microsoft engineering’s involvement.
 Facilitated daily meetings with engineers and leads to study cases and recommend effective strategies for proper isolation and escalation of issue and delivery of outstanding customer experience
 Obtained promotion to team lead, technical resource, and advisor for the new service delivery model, the Microsoft Teams, and all O365 suite concerns

Microsoft Premier Support Engineer | Technical Advisor February 2020–October 2021
 Supported O365 engineers in questioning, obtaining data, and isolating the issue
 Received calls from Microsoft CSAMs/IMs and actively attended to their issues
 Effectively liaised between engineer and escalation engineer, ensuring smooth escalation of issues to the MS Product group until its resolution
 Played an integral part in establishing the technical advisor role, which opened career advancement opportunities for other team leads
 Succeeded in setting a unique structure that optimized use of company resources by implementing the embedded escalations for team leads across the business


PITNEY BOWES | TROY, NY
Software Support Engineer June 2018–November 2019
 Rendered dedicated support to PB’s largest clients, which involved attending weekly technical/relationship conference calls; investigating and resolving software issues and data bugs; planning and testing software and reference data updates; developing and reviewing custom web service plans; and recommending software changes and memory changes for smooth workflow
 Gave location intelligence software consultations to Geospatial Data solutions clients, and engineering support to users of PB geocoding and business data applications
 Structured the modernized KB documents for Linux/Unix server environment
 Advised and provided the Sales and Fulfillment teams with customer leads for potential business revenue.

Encom Discover Lead Analyst January 2012–January 2018
 Coordinated with Engineering teams and QA staff in providing mapping solutions to geologists as well as geo, mapping, and data reporting clients
 Gathered and compiled client data to develop mappable data and to form maps and reports and SQL queries of specific output
 Delivered excellent performance and client service, earning the 2016 Care Award
 Made key contributions to PB Sales initiative, generating over $53M revenue stream
 Obtained recognition as the Pitney Bowes Q3 ERA Winner LI360 Community 2017

NIMBUS-LOGIC | ALBANY, NY
Microsoft Deployment Coordinator January 2018–June 2018
 Delivered assistance to new clients and over 300 users in migrating from On-Premise Exchange mail to O365 cloud environment
 Successfully transitioned clients from outdated mailing solutions, consequently converting them into new, loyal customers

EARLIER CAREER

CENGAGE LEARNING | CLIFTON PARK, NY

Senior Technical Support Specialist; Software QA Specialist April 2006–January 2011

HITMAN SERVICES/ICOM TECH SERVICES | CLIFTON PARK, NY

Independent Sales Representative January 2011–Mar 2011

DISTRIBUTED APPLICATIONS TECHNOLOGY| CLIFTON PARK, NY
Network Engineer Internship May 2005–December 2006

EDUCATION AND CREDENTIALS

Bachelor of Arts in Computer Arts with Honors, January 2005
SUNY COLLEGE AT ONEONTA, ONEONTA, NY

Associate of Applied Science in Communication and Media Arts, December 2003
SUNY ADIRONDACK, QUEENSBURY, NY

Enabling Office 365 Services 70-347 - Microsoft Certified Professional, ALBANY, NY | June 2017

TECHNICAL ACUMEN

 Operating Systems: Win Server 08-2016, Windows 7-10, Linux/Solaris, Unix, MacOS, Android/iOS
 Specialty Software: Office O365 (Exchange Online Email Migrations, Defender for Email), Microsoft Endpoint Manager, Microsoft Defender for Endpoint, OneDrive, SharePoint, Exchange, AD, SSO, Microsoft Visual Studios, Camtasia, FTP, DNS, VMware
 Location Intelligence: MapInfo Professional, Raster, Geocoding, Encom Discover, Spectrum
 Project Management/Cloud: AWS, Azure AD, Azure AD MFA, MS Intune, Azure DevOps, SaaS API, OKTA, Salesforce, Confluence, Jira, Seibel, Citrix XenApp, Bit Titan, MigrationWiz, ZixMail Encryption, ZixGateway MSP, Hive, TCP/IP
 Programming: SOAP, REST, WSDL, SDK, CSS, HTML, MS PowerShell, AIX SDK, Java, GPO, C, Java, .NET, and Web Services

ACTIVITIES

Admin Functions: Create deployments rings; update feature for device OS upgrades; and Stream Overlays with OBS Studio; and StreamLabs technology


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