Matthew Trott is an accomplished Customer Support Technician with over 3 years of professional experience focusing on the installation and support of FreshLoc Technologies
Education
Bachelor of Science Degree in Information Systems
University of Texas at Arlington
Arlington, TX
2008 - 2013
Experience
Mesa Labs (Formerly FreshLoc Technologies Inc.)
Addison, TX
Lead Installation and Support Technician
March 2015 - Present
Provides Tier 3 support for FreshLoc products including FreshLoc sensors, network readers, and cloud based services.
Use of Remote Desktop to resolve and manage back end application issues within FreshlLoc cloud servers.
Supports healthcare customer to resolve connectivity issues through the use of various remote services such as LogMeIn.
Rotates on-call to support FreshLoc customers on a 24/7/365 basis.
Trains and supports Tier 1 and 2 level Support Technicians.
Escalates issues such as bugs or vulnerability/security concerns to Engineering as needed.
Works with Manufacturing to program equipment before shipment.
FreshLoc Technologies Inc.
Addison, TX
Installation and Support Technician
July 2013 - March 2015
Promoted to Lead Technician due to consistent reliability and methodical & detail-oriented support.
Provided support for FreshLoc products, through a proprietary ticketing system built into our system.
On-site installation and support, with heavy travel across the US.
On-site and remote training of FreshLoc System with the use of GoToMeeting.
Remotely assisted hospital IT departments with installation and support.
Internal office Help Desk Technician, IT support, and VoiP Admin.
Eleisure Internet Service Provider
Arlington, TX
On-site Technician
October 2010 - July 2013
Only on-site Technician for Centennial Court Apartments with 960 individual network connections.
Assisted with installation and maintenance of servers running MicroTik routing software.
Managed Servers, routers, switches, and access points.
Wireless network deployment covering entire Complex of 18 Buildings, total of 72 wireless access points.
Phone support using RT ticketing system.
Repaired all outages for entire complex.
Powerohm Resistors, Inc.
Houston, TX
Independent Contractor (summer work)
2008 - 2011
Installed Point to point wireless network between two buildings
Deployed new networked time clock system integrated into Paychex
Yearly QuickBooks software updates
Windows Server and other Software updates
Achieved data recover from system failure using backups.
Deployment of new workstations
Assist and educate staff on software
Installed network camera system for offsite monitoring
Resolved connectivity issues to CNC Machines
Additional Information
Honor Roll for the College of Business Fall of 2012 and Spring of 2013
Vice President of the UTA AITP (Association of Information Technology Professionals) Club - Spring 2013
Member of the UTA information Security Club and Linux User Group