Matthew Sidner
Newstead,QLD
Summary
Technologically-savvy with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions. Australian Permanent Resident verifiable on request.
Overview
24
24
years of professional experience
Work History
Consultant
Esri Australia
12.2021 - Current
- Provided clients with support and assistance implementing GIS software in their environment
- Linux Subject Matter expert for the team.
- Taught classes to existing clients to better encourage uptake and adoption of services.
Level 3 Support Officer
Frontier Networks
02.2020 - 12.2021
- Systems Used: Zendesk Admin, UMP, LibreNMS Admin, Emersion, Huawei DSLAM/GPON command line, AAPT SaaS, Ubiquiti Unifi, Sippy, Fusion PBX, Teamviewer, Splashtop, Ubuntu 20.04, GSuite Admin, Slack Admin
- End user support for Microsoft Windows 7 through 10 and Mac OS X
- Ubuntu 20.04 laptop as a primary workstation for simple access to command line equipment in the network.
- Provide level 3 support to front line support personnel
- Act as an intermediary between the support desk and Network Engineers, triaging escalations
- Perform network monitoring in LibreNMS, UMP, and VoIPmonitor
- Break fix and troubleshooting within Huawei DSLAMs and GPONs
- Coordinate with projects staff for deployment of new services in network builds
- Provide level 1 and 2 support as needed during increased call volume
- Video conference with on site assets to guide them through complex copper and fibre restoration works.
- Support of Huawei DSLAM and GPON via command line for realtime troubleshooting with field techs as well as end users.
Service Delivery Consultant
Mr Telco
10.2019 - 02.2020
- Systems Used: Proprietary ticketing and workload management platform, Teamviewer, 3CX PBX, Windows Server 2012, Office 365
- Improved ISP partner relationships through communication and coordination of their job requests
- Improved job completion rate by assisting and supporting the field techs and finding solutions or assisting with troubleshooting
- Assisted off-shore staff with understanding technical information and presenting it to them in a more concise manner
- Project management of 500+ end point network buildouts including planning and proposal quoting
Customer Experience Manager
Frontier Neworks
06.2018 - 09.2019
- Systems Used: Zendesk, UMP, Emersion, AAPT SaaS, Ubiquiti Unifi, Teamviewer
- Guide and manage support, account, and provisioning techs
- Provided a point of escalation for customer matters
- Improved customer experience feedback through improved policies regarding customer contact
- Improved NPS scores from 13 to >70 in 2 months
- Administration and management of multiple systems including Zendesk Support, Jira ticketing, Slack, Guru, UMP, Jasper, Trello, GSuite, and Clearly Inventory Management
Network Manager
AT&T
01.2000 - 01.2017
- Systems used: VMWare Horizon and other proprietary systems
- Managed a team of 20 field technicians
- Supported large government initiated projects within the Columbus Ohio area, including but not limited to White House Presidential/Vice Presidential Visits, as well as other dignitary visits
- Provided centralized coordination for telecommunication services for large scale public events in the CBD
- Maintained a high proficiency for installation and troubleshooting telecommunications circuits including copper and fibre based technologies.
- Extensive troubleshooting and management of Windows and Linux environments, as well as use of virtual machine platforms.
Education
Elite Business Management - Business Management
Harvard Business School
Boston Massachussets2016
Certification - Telecommunications
AT&T Training Center
Chicago IllinoisCertification - Telecommunication Basics
Telcordia Technology
Chicago Illinois2000
Skills
- Customer Focused
- Zendesk, Slack, Trello, UMP, Jira, UMP
- Team Leadership
- Project management
- Windows Server
- Microsoft Windows/Office/O365
- Technical Proficiency
- Copper/Optical Data Circuits
Timeline
Consultant
Esri Australia
12.2021 - Current
Level 3 Support Officer
Frontier Networks
02.2020 - 12.2021
Service Delivery Consultant
Mr Telco
10.2019 - 02.2020
Customer Experience Manager
Frontier Neworks
06.2018 - 09.2019
Network Manager
AT&T
01.2000 - 01.2017
Elite Business Management - Business Management
Harvard Business School
Certification - Telecommunications
AT&T Training Center
Certification - Telecommunication Basics
Telcordia Technology
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