Embed Size (px)
Citation preview
MATTHEW E. FITCH1301 Monterey Pkwy | Sandy Springs, GA 30350 | 404-519-4840 | [email protected]
OBJECTIVEAn Applications Support Analyst with significant experience, seeking a challenging and dynamic role within Product Management.
EDUCATIONGeorgia State University, Atlanta, GA 8/2003- 5/2009B.A. Business Administration, Managerial Sciences
SKILLS PROFILE- Georgia Licensed Insurance Agent and Adjuster.- Database Management and Reporting (AIM, ACSS, HITS, SharePoint, SQL)- Customer Care, Training, and Management Experience.- Extensive Command of Microsoft Windows and Apple Operating Systems.
PROFESSIONAL EXPERIENCEApplications Support Analyst - eSecuritel, LLCAlpharetta, Georgia
- Triaged and tracked software issues encountered by external clients and internal users.
- Utilized SQL to query data, research software issues, and resolve various database issues.
- Resolved tickets proposed by needs of the business within appropriate service-level agreements.
- Constructed and delivered reports to key departments within the business (Account Management, Finance/Accounting, Marketing).
3/2015 — Present
Senior Escalations Analyst, Team Lead - eSecuritel, LLC 7/2012 — 3/1/2015
- Tier-two analyst in the adjudication of mobile device claims.- Served as Carrier Team Lead, managing a team of three.- Analyzed data to determine priority/resources available for resolving escalations.- Identified trends and issues affecting partner accounts.- Created and tracked IT tickets affecting system use and functions.- Aligned with Account Managers to resolve partner exceptions.- Compiled and distributed daily inventory report for daily claim yield.- Traveled to conduct partner site visits.
Transition Assistant, Retention Specialist - Verizon Wireless
3/2010 — 6/2012
Alpharetta, GA- Partnered with supervisors to manage and guide reps transitioning from training.- Conducted one-on-one coachings with service center representatives.- Facilitated team meetings, training debriefs, and information workshops.- Collected and tracked call data for reps to aid in their employee growth.- Frequently traveled to conduct call center New Hire Training.
Recruiter, Customer Support Specialist - Big Brother Big Sisters
2/2004 — 10/2009
Atlanta, GA- Managed team of three reps to process applications (references and background checks) schedule
client interviews, and provide training to parents/volunteers.- Established relationships in the surrounding community, partnering with local schools and YMCAs to
recruit mentors and mentees.- Compiled and analyzed data to assist matches in our program. Determined areas with most need of
mentorship to expand mentoring program.
ACTIVIT IES- Experienced Musician and Instructor- Community Volunteer – Big Brothers, Big Sisters of Metro Atlanta.
