Mathew Maso

Configured and maintained routers, switches, and firewall systems.

• Monitored network performance and reported anomalies to technical teams.
• Assisted in troubleshooting complex networking problems related to LAN and WAN communications.
• Supported LAN and WAN equipment installations, configurations, and upgrades to ensure optimal network functionality.
• Analyzed telecommunications data to improve system performance and reliability.
• Replaced boards, changed servers and loaded and tested software applications.
• Installed wiring, cabling and devices to establish, repair and improve network operations.
• Installed and repaired network fiber optic cables, Ethernet cables and other networking cabling and conduits.
• Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
• Collaborated with cross-functional teams to enhance communication strategies and tools.
• Supported troubleshooting efforts for telecommunications issues in diverse environments.
• Coordinated installation of network equipment across various ExxonMobil locations.
• Monitored network performance with diagnostic tools, identifying issues for prompt resolution.
• Coordinated with vendors for procurement of new equipment and parts needed for repairs or upgrades.
• Documented client network details in preparation for implementing communication systems and associated applications.
• Documented network diagrams using Microsoft Visio for reference.
• Collaboration with Global network teams for response to network troubleshooting and resolution.
• Oversaw monitoring of MAN and internet circuits for SD-WAN operations, reported latency or outages, enabling timely escalations to support teams for resolution.
• Applied skills in various technologies to support network solutions.

• Delivered 1st level support for LAN and WAN equipment installations, configurations, and upgrades, ensuring seamless user experience.
• Maintained composure in difficult customer situations, applying de-escalation techniques to resolve issues and ensure customer satisfaction.
• Collaborated with departments to analyze requirements, implementing best practices to enhance operational efficiency.
• Applied ServiceNow tools to effectively manage and resolve problems.
• Acted as the primary contact for computer hardware, software problems, and network emergencies.
• Enhanced functionality of workspaces by optimizing AV equipment for systems including Zoom Rooms and the Crestron platform.
• Managed setup of Unifi switching equipment and deployment of access points through the UDM controller.
• Performed duties related to fibre patching, tracing, and installation.
• Supervised lifecycle management of organizational IT equipment to ensure availability and functionality.
• Engaged in toolbox discussions aimed at fostering safer operations.
• Referred major hardware, software problems, or defective products to vendors or technicians for service.
• Directed installation of a zero trust environment for elevated protection from cyber threats.
• Piloted the first Cloud Managed Environment for end-user use.
• Provided support and guidance to colleagues to maintain a collaborative work environment.

• Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
• Provided and optimized LAN connectivity, telecommunications, system administration, and information security.
• Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
• Diagnosed and resolved various technical issues related to systems and software.
• Managed and maintained computer installations, ensuring compliance with group policies.
• Managed internet connections and working relationships with service providers.
• Oversaw wireless network operations to maintain connectivity and performance.
• Ensured that adequate backups are maintained, and disaster recovery is in place.
• Coordinated communications with Central IT Teams across multiple regions to resolve urgent technical issues.
• Creation and management of user accounts with the Applus Atlas portal.
• Installed software tailored to end-user specifications.

• Provided first line of support for any IT related issues for 300 plus end users locally and remotely
• Managed ticketing processes using Manage Engine Express Service Desk to streamline issue resolution
• Logged, tracked, updated, and escalated service desk tickets to ensure high levels of customer satisfaction
• Ensured Network connectivity for end users; troubleshoot connectivity issues from LAN outlets, patch panel and to switches
• Managed Thin Client machines via VMWare Horizon
• Working knowledge of Virtualization/practical use of VMWare vsphere
• Experienced with Windows Active Directory Client & Microsoft Exchange Management Console
• Managed 23 Windows Servers for Customer Care Call Center
• PABX/IVR inbound and outbound support for Customer Care Call Centre through Zeacom software applications
• Configured desktop phone extensions/dial out codes for staff via NEC PC PRO
• Facilitated user access to shared network printers by installing and mapping devices effectively.
• Setup international/local Conference Bridge calls for end users through NEC PABX conferencing unit
• Maintained strong relationships with external vendors to support service delivery and resource availability