Resume

Matt Van Dusen

Englewood, CO
Matt@MattVanDusen.com
www.MattVanDusen.com

EXPERIENCE

Service Desk Analyst

State of Colorado Governor's Office of Information Technology, Denver, CO

  • Tier I/II support for users within various executive agencies of the State of Colorado
  • Analyzing, diagnosing, and resolving software and hardware issues associated with computing devices, including desktops, laptops, tablets, and phones
  • Resolving or escalating users problems with enterprise services and applications
  • Development of knowledgebase documentation to provide training and troubleshooting guidance to coworkers and other stakeholders

Covert Agent, Geek Squad

Best Buy, Richfield, MN

  • Directly assist clients with questions about a wide variety of products, both sold by Best Buy and purchased elsewhere
  • Remotely connect directly to malfunctioning computers, tablets, and phones to troubleshoot issues
  • Provide requested services as accurately and quickly as possible (in that order)
  • Collaborate with peers and leadership as necessary to resolve issues and excite the client
  • Special projects including creating reports of individual agent's client satisfaction ratings

Field Lieutenant (Special Assignment)

Geek Squad Academy, National

  • Special assignment as part of the traveling team and was responsibile for overall successful completion of multiple Geek Squad Academy camps across the United States
  • Responsible for event preparation including communicating expectations to non-profit partners and recruiting employees
  • Managed inventory of equipment, shrink, labor, payroll, expenses, and operational effectiveness
  • Oversaw camp schedule and logistics including between 25-30 employees and 100-200 students
  • Providing direction to the team and set expectations for processes and procedures
  • Motivated and encourged high energy levels and innovations from team members
  • Trained, managed, and coached employees on course curriculum and best practices to individuals and the entire team
  • Provided interviews to approved media representatives about the program

Technical Service Specialist

Trust Company of America, Centennial, CO

  • Provided primary computer and phone support for employees
  • Worked with printing operations to support all large-scale printing needs
  • Recommended and supported efforts to improve security and employee device experience
  • Led efforts to improve patching and deployment of software in Windows environments
  • Specialize in Server 2003/2008 technologies including Hyper-V, terminal services, IIS, multiple domain Active Directory infrastructures, Exchange 2003/2007/2010, Sharepoint, multiple scope DHCP, and DNS
  • Management and improvement of physical security systems
  • Provision of unique insights to other members of Technical Services as needed
  • Trained employees on a variety of topics throughout the company

Counter Intelligence Agent

Best Buy/Geek Squad, Centennial, CO

  • Directly assist clients with questions about a wide variety of products, both sold by Best Buy and purchased elsewhere
  • Troubleshooting of various computer issues for clients at counter with an emphasis on accuracy and speed
  • Check in devices for service and collecting payment, ensuring all necessary information for completion of service is captured and proper expectations set
  • Complete hardware and software repairs using a variety of tools
  • Provide updates to clients of any delays or further steps necessary for completion of repair
  • Coach peers on standard operating procedure and repair techniques
  • Resolve customer satisfaction issues, design improved processes and procedures, and implement new systems to ensure issue does not recur
  • Review reports on a daily basis to ensure all client devices are accounted for

References

Available Upon Request

Mac 10.x
Networking
Client/Server
Troubleshooting
Windows Server Environment
Active Directory
DNS
IIS
Exchange Server
Remote Access
TerminalServices
DHCP
Virtualization
PS Scripting
Sharepoint
SQL Server
Linux
Ubuntu
Debian
Redhat
CSS
HTML
PHP
VB.NET
C++
C#
SQL
XML

Instructor, Geek Squad Summer Academy, 2010

Instructor, Geek Squad Summer Academy, 2013

Instructor, Geek Squad Academy, 2014

Social Media Coordinator, Geek Squad Academy, 2016

G.E.A.R. Officer, Geek Squad Academy, 2016

Geek Squad Academy Course Development, 2009

Viewpoint Member, Best Buy Store 1171, 2009-2011

Viewpoint President, Best Buy Store 1171, 2011