Mathew Domach

User Account Management

• Create, modify, and deactivate staff accounts as required.
• Manage user access permissions and security settings.
• Ensure compliance with company policies and industry best practices for account security.

Technical Support & Troubleshooting

• Provide technical assistance for hardware, software, network, and system-related issues.
• Efficiently diagnose and resolve problems through in-person, phone, email, or remote support.
• Document troubleshooting steps and resolutions within the ticketing system.

Network & System Security

• Implement and maintain security measures to safeguard sensitive information.
• Monitor system access, user activity, and potential security threats.
• Enforce password policies and educate users on security best practices.

Software & Hardware Management

• Install, configure, and update software applications and operating systems.
• Set up and maintain IT equipment, including computers, printers, and peripherals.
• Perform regular system updates and patches to ensure optimal security and performance.

Data Protection & Backup

• Ensure proper data backup procedures are implemented and regularly tested.
• Support data recovery processes in the event of system failures.
• mplement and enforce data retention policies in accordance with industry standards.I

IT Documentation & Reporting

• Maintain accurate records of IT assets, system configurations, and operational procedures.
• Document troubleshooting steps and resolutions for future reference.
• Generate reports on IT performance, security incidents, and system health metrics.

User Training & Support

• Provide training and guidance to staff on IT policies and best practices.
• Assist employees with using business applications and collaboration tools.
• Conduct security awareness training to mitigate phishing attacks and other cyber threats.

• Managed operating system upgrades on company devices, which included wiping existing systems and installing the latest OS version available.
• Ensured proper installation and configuration of necessary applications for seamless distribution to staff members, optimizing the deployment process.
• Applied security best practices to identify vulnerabilities and strengthen encryption and ethical hacking skills.
• Collaborated with a multidisciplinary team to integrate feedback and enhance the overall practicum experience.

• Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
• Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
• Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
• Boosted customer retention through timely resolutions of complex issues and diligent follow-up communication.