Matthew Taft
Newark
Summary
Proficient IT Help Desk Technician with strong skills in technical support, network troubleshooting, and customer service. Committed to enhancing help desk processes and ensuring user satisfaction.
Overview
5
5
years of professional experience
6
6
Certifications
Work History
IT Help Desk Technician
Metadata.io
1754 Technology Drive, Suite 212, San Jose, CA 951
09.2022 - 05.2025
- Provided technical support for hardware and software issues for employees.
- Installed and configured computer systems and peripherals for new hires.
- Conducted troubleshooting sessions to diagnose network connectivity problems.
- Collaborated with team members to streamline help desk processes and enhance documentation.
- Assisted users with troubleshooting computer issues via remote desktop sessions.
- Created user accounts and managed access privileges on networked systems.
- Tested and evaluated new technologies for potential implementation within the organization's infrastructure.
- Documented all help desk activities including customer inquiries, resolutions, system configurations.
- Resolved complex technical problems by researching solutions and consulting with subject matter experts to ensure effective outcomes.
- Updated documentation related to IT procedures and policies.
- Monitored and responded to support tickets promptly.
Barista
Starbucks
Redwood City
07.2020 - 03.2021
- Prepared high-quality beverages according to customer specifications.
- Operated espresso machines and brewing equipment efficiently.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Assisted customers with menu selections and answered product inquiries.
- Provided excellent customer service by responding to inquiries quickly and professionally.
- Engaged customers to create a welcoming atmosphere and encourage return visits.
- Collaborated with team members to ensure smooth service flow.
- Handled morning rush of customers with efficient, calm service to maintain high satisfaction.
- Maintained calm demeanor during high-volume periods and special events.
- Described menu items to customers and suggested products based on stated preferences.
- Ensured clean and organized café environment to enhance customer experience.
- Managed cash register transactions accurately and efficiently.
- Stocked shelves with ingredients needed to make coffee drinks.
- Monitored inventory levels of supplies and restocked when necessary.
- Monitored inventory levels of supplies and restocked when necessary.
Education
Associate of Science - Biological Sciences
College of San Mateo
San Mateo, CA12-2026
Skills
- Technical support
- Network troubleshooting
- Remote support
- Hardware installation
- Hardware diagnostics
- Software configuration
- IT documentation
- Customer service
- Account updating
- Issue escalation
- Mac systems
- Team collaboration
- Verbal and written communication
- Time management
- Product training
Certification
AWS Cloud Practitioner Essentials
Timeline
IT Help Desk Technician
Metadata.io
09.2022 - 05.2025
Barista
Starbucks
07.2020 - 03.2021
Associate of Science - Biological Sciences
College of San Mateo