Matthew Cavanaugh
215-432-5020
Matt@MCavanaugh.ME
Multi-Certified IT Service Desk Technician
Tier 1-3 Help Lines, Technical Support, User Training, Software / PC / LAN Troubleshooting
CompTIA IT Operations Specialist (CIOS) with 10+ years of help/service desk/field support experience providing software, hardware, client/server, and networking technical support
Proven track record of solving complex problems and managing frustrated users
Key Skills
Technical Troubleshooting
Hardware Configurations
Installation and Configuration
LAN/WLAN Connectivity
Imaging
Phone & Online Support
Client/Server Models
Preventive Maintenance
User Training/Support
Customer Service
Complaint Handling
Virus/Malware Removal
Professional Experience
Randstad USA
Malvern, PA
2023
Field Support Technician (Client: Vanguard)
Provided desk-side support to staff across 3 buildings(approx. 700 users)
Assisted 300+ staff during building moves/transitions
Coordinated with walk-up desk and trade floor team members when necessary
Completed asset audits for 3 storage rooms weekly
Closed 100+ aging hardware retrieval tasks
Cognizant Technical Solutions
Philadelphia, PA
2022-2023
Sr. Systems Engineer (Client: Spark Therapeutics)
Provided Tech Bar (walk-up) support
Onboarded an average 5+ new staff members weekly
Imaged new laptops for onboarding
Networked new lab equipment according to GxP/Non-GxP requirements
Maintained Zoom Room by upgrading room OS & scheduling display app versions
Worked with previous MSP techs to perform KBA transfer
Public Health Management Corporation
Philadelphia, PA
2019-2022
Service Desk Technician
Hired for the same role after the position was outsourced at the previous company
Documented issue resolution notes into KBAs
Deployed software via DesktopCentral/Self-Service Portal for software updates/new software
Completed new user onboarding and offboarding
Updated inventory weekly
Resources For Human Development
Philadelphia, PA
2018-2019
Tier II Service Desk Technician
Resolved help desk calls including desktop and laptop configuration, new hardware and software deployment, video conferencing support
Solved key customer issues such as unlocking accounts, resetting passwords, add/remove to security groups/distribution lists
Public Health Management Corporation
Philadelphia, PA
2012-2018
Service Desk Technician
Promoted from Intern to PTE to FTE within a year
Resolved 1500+ Service Desk tickets
Upgraded/Replaced 500+ desktops and laptops during HQ move & Windows 10 upgrade projects
Removed desk printers during conversion to MFDs project
Nonprofit Technology Resources
Philadelphia, PA
Volunteer
2009-2010
Refurbished desktops according to specifications given
Performed quality control checks before approval for donation or sale
Technology Proficiencies
Software:
Microsoft Office/365 (Word, Excel, Outlook, PowerPoint, Teams, Lync), Adobe, Zoom
Browsers:
Internet Explorer, Microsoft Edge, Firefox, Chrome, Safari
Call-Tracking Tools:
Service Desk Plus, Spiceworks, iVanti, EasyVista, ServiceNow
Hardware:
PCs, Laptops, Telephony Systems, Printers, Cell Phones
Platforms:
Windows, macOS, Android, iOS
Education & Certifications
CompTIA
A+, Net+, Security+
ASPIRA City College
Philadelphia, PA
Associate’s Degree - Computer Support Specialist
2011-2012
Lincoln Technical Institute
Philadelphia, PA
Technical Diploma - PC Support Specialist
2010
Learning Tree International
Completed Building ASP.NET Web Forms Applications course
Download Copy