Summary
Overview
Work History
Education
Skills
Timeline
Generic

MATTHEW BAGLEY

Richmond

Summary

Detail-oriented IT Support Specialist with over 5 years of experience providing comprehensive end-user support in fast-paced, customer-focused environments. Skilled in troubleshooting and resolving complex hardware and software issues across Windows and Mac operating systems. Experienced in supporting large user bases (400-500 clients), managing IT operations, and collaborating with cross-functional teams. Proficient in IT service management, vulnerability assessment tools, and help desk ticketing systems. Adept at delivering high-quality technical support, maintaining security protocols, and driving operational efficiency.

Overview

6
6
years of professional experience

Work History

Tier 2 Technical Support Specialist

Costar Group Inc.
06.2021 - 02.2025
  • Provided comprehensive end-user support for 400-500 clients, including troubleshooting and resolving issues on both Windows and Mac operating systems.
  • Maintained detailed records of data communication transactions, problems, and remedial actions, ensuring accurate documentation and compliance with IT service management standards.
  • Delivered technical support via telephone, walk-in, email, and remote sessions using virtual tools such as GoTo Resolve, supporting a geographically dispersed user base across North America.
  • Set up and configured equipment for employee use, including imaging, operating system installation (Windows and Mac), and software application deployment.
  • Supervised and directed workers engaged in the installation of data communication equipment and software, ensuring adherence to best practices and security protocols.
  • Demonstrated expertise in systems management, security, service management, and networking, solving complex technical problems in accordance with industry standards.
  • Collaborated with Networking, Database, and Systems Administration teams on cross-functional projects to enhance IT infrastructure and service delivery.
  • Consistently met or exceeded statistical metrics for ticket and contact quality, first call resolution, attendance, and productivity, resolving 10-20 tickets per day using help desk ticketing systems such as Jira.
  • Created and managed user accounts and devices within Active Directory and Azure Active Directory, assigned permissions, and supported application access for end users.
  • Provided support for Windows 11 and a wide range of applications, including Office 365, PowerBI, Adobe Creative Cloud, SQL Server, and others.
  • Managed the administration Office 365 applications (Teams, OneDrive, and Exchange) for thousands of users across the United States and overseas.
  • Utilized Microsoft Intune to ensure that all devices were updated and were in compliance with security protocols.
  • Solely managed inventory and support operations for a large office, ensuring timely resolution of technical issues and optimal asset utilization.
  • Applied knowledge of vulnerability assessment tools and security protocols to maintain a secure IT environment.
  • Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.

Computer/Refresh Technician

Core Technologies
11.2018 - 06.2021
  • Installed 1000+ new systems and components for Virginia state agencies, including the State Police, Department of Education, and Department of Behavioral Health & Developmental Services (DBHDS), ensuring compliance with security and operational standards.
  • Monitored inventory levels and restocked products as necessary to support uninterrupted IT operations.
  • Ensured all installations adhered to local codes and industry best practices, maintaining high standards of quality and security.
  • Coordinated ticket fulfillment among multiple technicians and teams, streamlining processes and accelerating response times for end-user support.
  • Supported both Windows and Mac environments, contributing to a secure and efficient IT infrastructure.

Education

Associate of Applied Science - Cyber Security

ECPI Moorefield
Richmond, Virginia
02.2018

Bachelor of Science - Media Studies

Radford University
Radford, VA
05.2015

Skills

  • End-user technical support (Windows & Mac OS)
  • Security protocols and vulnerability assessment
  • remote technical support
  • Hardware installation and systems integration
  • Operating systems expertise (Windows, Mac)
  • Network configuration and system administration
  • Application and software support
  • Mobile Device Management (MDM)
  • Service management and ITIL-aligned practices
  • Active Directory and Azure Active Directory administration
  • Office 365 Administration (Teams, Exchange, OneDrive, etc)
  • Microsoft Authenticator and Entra ID set up and administration
  • Jira Ticketing System
  • Microsoft Intune administration
  • Device provisioning using Microsoft Autopilot

Timeline

Tier 2 Technical Support Specialist

Costar Group Inc.
06.2021 - 02.2025

Computer/Refresh Technician

Core Technologies
11.2018 - 06.2021

Bachelor of Science - Media Studies

Radford University

Associate of Applied Science - Cyber Security

ECPI Moorefield

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