Professional Summary
Professional Overview
Matt Lewis is an experienced Manager of the PC WEB Support Team at Computer Marketing Corporation, a leading provider of enterprise IT solutions. With a strong background in technical support and customer service, he leads a team responsible for delivering exceptional end-user support for the company's web-based products and services.
Experience Summary
Current Role
As the Manager of the PC WEB Support Team, Matt oversees a group of 15 highly skilled technicians who provide timely and effective resolution of client issues. In this role, he is responsible for managing team performance, implementing process improvements, and ensuring consistently high levels of customer satisfaction. Under his leadership, the team has achieved a 95% first-call resolution rate, contributing to the company's industry-leading client retention.
Career Progression
Matt joined Computer Marketing Corporation in 2007 as a Technical Support Specialist and quickly demonstrated his aptitude for problem-solving and customer service. He was promoted to a Senior Support Specialist role within two years, where he distinguished himself by developing innovative troubleshooting methods that improved operational efficiency. In 2012, Matt was selected to lead the newly formed PC WEB Support Team, leveraging his technical expertise and exceptional leadership skills to build a high-performing unit.
Academic Background
Matt holds a Bachelor of Science degree in Computer Science from the University of Utah, where he graduated cum laude. His coursework focused on software engineering, network administration, and data management, providing a solid foundation for his career in technical support.
Areas of Expertise
- Technical support and customer service
- Team management and performance optimization
- Process improvement and workflow optimization
- Enterprise software and web-based applications
- Client relationship management and stakeholder engagement
Professional Impact
Under Matt's leadership, the PC WEB Support Team has consistently exceeded its key performance indicators, including a 15% reduction in average ticket resolution time and a 20% increase in client satisfaction ratings. He has also spearheaded the implementation of a new knowledge management system, which has enhanced the team's ability to efficiently troubleshoot and resolve complex issues.
Conclusion
With over a decade of experience in the IT support industry, Matt Lewis has established himself as a skilled and innovative leader. In his current role as Manager of the PC WEB Support Team, he continues to drive operational excellence and deliver exceptional customer service, positioning Computer Marketing Corporation as a trusted partner for its clients.
