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Matthew Keen

About

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Aspiring Cybersecurity Analyst | 10 Years in Tech Support, Fraud Analysis, and Customer Success | Google Cybersecurity Certified
Texas, United States

Contact Matthew regarding: 
Flexible work
Starting at USD24/hour

Timeline


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Education

Résumé


Jobs verified_user 0% verified
  • Lumistry
    Support Specialist
    Lumistry
    Feb 2025 - Current (1 year 5 months)
    Provided front-line support for Lumistry’s customer base, ensuring fast, friendly, and accurate resolution of inquiries across phone, e-mail, and chat channels. Collaborated with internal teams to troubleshoot technical issues related to software tools, appointments, and platform navigation. Educated users on product feature and best practices to improve customer satisfaction and reduce repeat inquiries. Maintained detailed case notes in SRM systems, escalating issues to engineering teams when necessary. Consistently exceeded KPIs for resolution time, quality , and customer satisfaction. Played a key role in improving internal documentation by identifying trends in customer confusion or friction points.
  • Akkodis
    Help Desk Technician
    Akkodis
    Oct 2023 - Mar 2025 (1 year 6 months)
    Provided support to internal users across 500+ Whole Foods retail locations Used Splunk for real-time log analysis and server health monitoring, escalating anomalies to infrastructure and security teams. Utilized jump servers to remotely access and troubleshoot POS systems and in-store displays across the national store network. Supported enterprise applications within an AWS-backed infrastructure, including user-facing retail and inventory systems.. Troubleshooting POS systems, hardware, account, and application issues across multiple platforms via phone, chat, and email. Documented technical issues in ticketing systems and collaborated cross-functionality for issue resolution and escalation Performed preliminary root cause analysis using
  • accenture
    Fraud Investigator
    accenture
    Feb 2020 - Mar 2025 (5 years 2 months)
    Responsible for reviewing, identifying, and actioning cases of suspected fraud on social media platform. Tasked with identifying emerging trends in fraudulent behavior and share findings among team. Performed at or above expected QA and SLA goals.
  • Stitch Fix
    Client Experience Agent
    Stitch Fix
    Aug 2018 - Dec 2019 (1 year 5 months)
    Assisting customers with a variety of issues including order management and account issues. Performed quality assurance audits on peers.
  • T
    Technical Solutions Specialist
    Trusource Labs
    Feb 2016 - Aug 2018 (2 years 7 months)
    Assisted customers with efficient troubleshooting snd a friendly demeanor using both technical and non-technical terminology. Assisted with writing/collaborating knowledge base articles. Proficient use of ticketing systems (Zendesk) and proprietary software.
  • Apple
    MacExpert
    Apple
    Jun 2015 - Dec 2015 (7 months)
  • A
    Medical Assistant
    Advanced Pain Care
    Jan 2015 - Jun 2015 (6 months)
  • PPD
    Screening Research Technician
    PPD
    Apr 2011 - Jan 2015 (3 years 10 months)
  • S
    PCT II
    St Davids HealthCare
    Aug 2005 - Jul 2012 (7 years)
Education verified_user 0% verified
  • Austin Community College
    Computer Programming/Web Development, Computer Information Technology
    Austin Community College
    Jan 2014 - Jan 2016 (2 years 1 month)