Open To Work
Steven Mathers
Frankfort
Work Preference
Summary
Dynamic Technical Support Manager with a proven track record at Scantron, excelling in software deployment and client relationship management. Expert in escalation handling and process improvement, I consistently enhance service delivery and client satisfaction, achieving high-quality standards while mentoring teams to exceed performance expectations.
Overview
21
21
years of professional experience
Work History
Technical Support Manager
Scantron
Remote
06.2023 - 05.2026
- Led software support, training, and implementation teams to enhance client onboarding.
- Instituted and managed SLA’s for ticket resolution, ensuring timely support and client satisfaction.
- Streamlined conversion process for On-Prem clients to Cloud systems, improving service delivery.
- Facilitated communication between development and support teams to enhance collaboration.
- Transitioned clients from LTI 1.1 to LTI 1.3 to meet industry standards.
Technical Support Specialist
Cision
Chicago
03.2022 - 06.2023
- Managed incoming phone, email, and chat tickets for 3 software applications, ensuring timely resolution of client issues.
- Trained new employees on procedures for client support, enhancing team effectiveness.
- Met or exceeded service and quality standards every review period.
- Created customized SQL queries to update client data.
- Developed simple to complex Boolean searches to efficiently retrieve essential content.
Senior Compression Technician
Dish Network
Monee
11.2016 - 12.2021
- Troubleshoot/Diagnose & Repair Hardware used in the Compression of Video Streams
- Analyze A/V traffic to maintain consistent video and audio quality to customers.
- Oversaw software for streaming video content to guarantee consistent over-the-air broadcasts.
- Maintained software to improve functionality and user experience.
- Set up servers to house local channel grids, facilitating effective content distribution.
- Created audio and video profiles for internal testing, enhancing video quality assessment processes.
Helpdesk Support
AJ Technology Consultants
Homer Glen
07.2015 - 11.2016
- Utilized LabTech RMM to create alerts and scripts, proactively identifying and resolving system-related issues.
- Maintained detailed records of client incidents in ConnectWise ticketing system, facilitating efficient resolution and follow-up.
- Monitored client networks, ensuring continuous service availability.
- Maintained client VOIP phone systems using 3CX Software.
- Organized all necessary data relating to client hardware and network configuration within Bizdox.
Software Support Analyst
National Consolidation Services
Bolingbrook
08.2013 - 05.2015
- Actively trained users on the most effective ways to use software packages to increase productivity.
- Assisted users with software and hardware issues in the internal helpdesk.
- Configured and Upgraded PCs and Laptops with imaging software.
- Created User accounts, groups and set up Security in Active Directory.
- Created custom Crystal Reports for Management
- Met deadlines and requirements for production work orders consistently.
Product Support Specialist
The Savo Group
Chicago
06.2012 - 12.2012
- Supported SaaS product utilized by Fortune 500 companies, ensuring high availability and customer satisfaction.
- Addressed and resolved customer product complaints empathetically and professionally.
- Identified and resolved software bugs through systematic troubleshooting.
- Achieved service and quality standards in every review period, reinforcing commitment to customer excellence.
- Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
- Created Custom SQL Queries per client specifications to retrieve data from SQL
- Consistently met production work order deadlines and requirements, contributing to overall operational efficiency.
Senior Product Support Specialist
CT Tymetrix
Chicago
06.2005 - 12.2011
- Resolved client and vendor issues promptly, enhancing customer satisfaction and trust
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Managed and de-escalated customer conflicts with professionalism, preserving client relationships.
- Coordinated and led conference calls with customers and departments to address concerns and improve collaboration
- Collaborated with Research and Development department on Quality Assurance tasks
- Performed data cleanup in Domino and SQL databases for client related requests
- Created custom reports and/or data dumps for clients out of Domino or SQL databases
- Created custom reports using Business Objects per clients' specifications
- Maintained high service and quality standards throughout review periods
Education
Some College (No Degree) -
Joliet Junior College
Joliet, ILSkills
- Technical escalation handling
- Software deployment
- Cloud service management
- Escalation management
- Ticketing system expertise
- Quality control
- Software support
- Customer support management
- Customer de-escalation
- Ticketing system management
- Training and mentoring
- Staff training
- Process improvement
- Quality assurance
- Support operations management
- Application support
- Software implementation
- Client relationship management
- Tech support coordination
- Organizational skills
- Team building
- Customer communications
- Technical support
- User support
- User support
Timeline
Technical Support Manager
Scantron
06.2023 - 05.2026
Technical Support Specialist
Cision
03.2022 - 06.2023
Senior Compression Technician
Dish Network
11.2016 - 12.2021
Helpdesk Support
AJ Technology Consultants
07.2015 - 11.2016
Software Support Analyst
National Consolidation Services
08.2013 - 05.2015
Product Support Specialist
The Savo Group
06.2012 - 12.2012
Senior Product Support Specialist
CT Tymetrix
06.2005 - 12.2011
Some College (No Degree) -
Joliet Junior College