Matthew Harris
Marietta
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Strong background in troubleshooting TCP/IP networking, diagnosing latency, jitter, and packet loss, and responding to service incidents affecting enterprise users. Experienced working in high-volume support environments where rapid diagnosis, escalation, and service restoration are critical. Cisco CCST (March 28th, 2026), CompTIA A+, and CompTIA Security+ certified with strong knowledge of network operations, VoIP signaling (SIP/RTP), and enterprise IT systems.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk Analyst II
Emory University
Marietta, Georgia
01.2024 - Current
- Provide enterprise IT and telephony support for faculty, staff, and students within a large university environment.
- - Diagnose and resolve VoIP and network connectivity issues affecting enterprise communications and user productivity
- - Investigate incidents related to latency, jitter, packet loss, DNS, DHCP, and authentication systems
- - Troubleshoot SIP signaling and RTP media path issues impacting call quality and VoIP services
- - Create and manage incident tickets using ServiceNow while coordinating escalations to networking and infrastructure teams
- - Support identity and access platforms including Okta, MFA, and Microsoft 365 authentication systems
- - Provide remote system diagnostics and support using Microsoft Endpoint Manager and LogMeIn
- - Identify recurring service issues and contribute feedback to improve reliability and reduce repeat incidents
IT Help Desk Analyst
Concentrix
08.2023 - 01.2024
- - Resolved network connectivity, VPN, login, MFA, and endpoint issues impacting business operations
- - Supported 50–80+ users daily through phone and ticketing systems while maintaining strong SLA performance
- - Utilized remote troubleshooting tools and diagnostic methods to restore service quickly
- - Escalated infrastructure, networking, and system incidents to Tier 2/3 engineering teams with detailed documentation
- - Maintained accurate incident records to support root cause analysis and service improvement initiatives
Owner / IT Consultant
Harris Computer Repair
01.2017 - 08.2023
- - Diagnosed hardware, software, and network issues across Windows and macOS systems
- - Configured and optimized home and small business networks including routers, Wi-Fi performance, and device connectivity
- - Implemented system upgrades, security software, and backup solutions to improve reliability and performance
- - Provided onsite and remote support while managing full business operations including scheduling and service delivery
Technical Support Tier 2 – VoIP
Vonage Business
04.2015 - 01.2017
- - Diagnosed SIP signaling issues, RTP media problems, and call routing failures affecting customer environments
- - Troubleshot firewall, NAT, and bandwidth conditions impacting VoIP performance
- - Supported desk phones, softphones, and network-connected telephony infrastructure
- - Escalated carrier and network-level issues to engineering teams for resolution
- - Assisted customers with VoIP deployments, configuration, and system optimization
Education
Associate of Applied Science - Cybersecurity
Chattahoochee Technical College
Marietta, GASkills
- Network Monitoring & Incident Response
- TCP/IP Network Troubleshooting
- DNS, DHCP & NAT Diagnostics
- Latency, Jitter & Packet Loss Analysis
- Firewall & Connectivity Troubleshooting
- VoIP Diagnostics (SIP / RTP)
- ServiceNow Ticketing & Escalation Procedures
- Active Directory, Duo & Microsoft 365 Administration
- Windows, Linux & macOS System Support
- Network Diagnostic Tools & Packet Analysis (Wireshark)
Accomplishments
Eagle Scout
HAM Radio Operator - KJ4HZU
Certification
- Cisco Certified Support Technician (CCST) – Networking, March 28th, 2026
- CompTIA Security+, 2017
- CompTIA A+, 2015
Timeline
Service Desk Analyst II
Emory University
01.2024 - Current
IT Help Desk Analyst
Concentrix
08.2023 - 01.2024
Owner / IT Consultant
Harris Computer Repair
01.2017 - 08.2023
Technical Support Tier 2 – VoIP
Vonage Business
04.2015 - 01.2017
Associate of Applied Science - Cybersecurity
Chattahoochee Technical College