Professional / Technical Skills:

· Technical support experience hardware / software

· Network & Network Security experience

· Strong interpersonal skills - Excellent written and verbal skills.

Work Experience:

10/08 – 10/09 Laptops Plus

Santee, CA.

Sales Associate / Service Technician –

Primary duties include sales and service for laptop and desktop computers and accessories. Greet customers and pre-diagnose / check-in computers for service. Services performed include: operating system reloads / upgrades, virus removal, data transfers, new system builds and more.

03/06 – 10/08 Productivity Associates Inc.

San Diego, CA.

Support Representative –

Telephone, Email & Chat support for various clients including: Hitachi Consulting, City of Carlsbad, Callaway Golf, Habitat for Humanity and many others. Duties include support for connectivity (Ethernet, wireless, VPN/SSL); Security (firewall, anti-virus); Applications (including the entire MS Office Suite of products); Hardware (audio/video, storage, memory); Custom design file help and file creation using many of the most popular image editing s/w packages such as Photoshop, Illustrator, Publisher & Corel. Walk through assistance with both offline and online applications and more.

09/05 – 03/06 Newgen / TeleTech

Contract: Operations Support Center

San Diego, CA.

Operations Supervisor / Specialist–

Operations support for FEMA & United Health Care Group call center. Operations Support Center (OSC) manages scheduling, reporting and monitoring of the call center staff. Primary duties include: Supervising and staffing the OSC team; Working with all departments at site to ensure they are being provided \ providing required information. Daily tasks include: real-time monitoring of the call queue; track and manage center attendance and schedule adherence; daily center metrics on all projects, teams, and agent performance.

12/01 – 07/05 Nothing But Solutions

Consulting Services – Scottsdale, AZ. / San Diego, CA.

Owner / Consultant –

Services included: Call Center evaluation; Networking; Network Security. NBS was my first attempt at running my own business. While moderately successful, NBS was unable to generate enough revenue to continue. Clients included several small business owners and clothing wholesaler J.R. Stone Inc.

2/01 – 10/01 ServGate Technologies Support Services – San Jose, CA

Support Manager / Senior Systems Engineer -

First customer support hire for this security appliance (Firewall-VPN) Start-up Company. For this start-up my responsibilities were quite varied and included: Pre & Post Sales Technical Support (WIN/UNIX/LINUX environments); Education curriculum creation and delivery to our partners worldwide; Tradeshow Manager (Interop & SuperComm).

11/00 – 2/01 Aspect Communications

Customer Education - San Jose, CA

Instructor -

Duties revolve around instructing a three-week, 15 seat certification training for aspect employees and partners. I was the Instructor for the Portal 2000 class, Aspects flagship Customer Relationship Management software application. The class involves installation and configuration of WIN NT platforms for data, telephony, email and web integration software for customer contact centers.

Resume: Matthew Porter Page 2 of 2

9/00 – 11/00 Zeus Technology

Contract via: Innova Solutions –

Support Services – Santa Clara, CA

Infrastructure Manager –

Primary goal was to extend a Technical Support Organization from the U.K. to the Americas. Primarily a sales office, I was tasked with duplicating within this office an existing support organization based out of the U.K. This included: IT (WIN/LINUX/UNIX); purchasing equipment, arranging all services, installing the CRM package. Create/modify call center documentation and hired the first employees.

11/99 – 09/00 Turbolinux Inc.

Technical Support

U.S. Operations - Brisbane, CA

Manager Technical Support -

As the first hire for the U.S. Technical Support Organization I was tasked with creating and implementing the support strategy. Defined the support organization; Evaluated and implemented support tools; Staffed and trained qualified candidates; Created process and procedures; Implemented a robust support website and much more. My team and I also worked very closely with the education manager to deliver the training and certification strategy including: Writing curriculum and partnering with training organizations to provide nationwide availability.

03/97 - 11/99 Silicon Graphics Inc.

Corporate Marketing/MSD

Worldwide Field Support - Mtn. View, CA

Manager Pre-Sales Technical Support / Support Engineer -

Responsibilities included: Technical Lead; Managed 5 employees: scheduling, budget planning and wage review; Mediate between management and the FastLine; Developing and delivering monthly technical training sessions; Produce and update product literature.

07/94 - 03/97 Silicon Graphics Inc.

Customer Support Division - Mtn. View, CA

Technical Support Engineer -

As a founding member of the Production Customer Technical Support team, I was an integral part in creating the process and procedures for this call center as well as a contact between the team and management. Responsibilities included: Answering calls from our highest priority support customers; Diagnosed and solved both hardware and software problems in a time intensive atmosphere.

07/93 - 07/94 Silicon Graphics Inc.

Customer Support Division - Mtn. View, CA

Customer Support Representative -

Required daily interface with other departments within the company including: support engineers, contracts, database, software distribution, logistics and quality control for resolution of customer issues. Additional duties include: Ordering replacement parts, assisting field engineers with part requests and other special processes.

Education:

Sierra Academy of Aeronautics Oakland, CA

Santa Barbara Community College Santa Barbara, CA

Glendale Community College Glendale, AZ