The document is a resume for Matthew H. Burch. It summarizes his experience in technical support roles over 15 years, where he improved processes, created documentation to resolve issues, and found solutions when others could not. It also lists his education and highlights problems he prevented, approaches he proposed, and a time he saved a coworker's life in maintenance roles.

1. MATTHEW H. BURCH
1681 Thorne Ridge Trail (803) 528-5331
Hampton, GA 30228 m_h_burch@hotmail.com
SUMMARY
The exceptional among technical support specialists. My real world field experience has
created an exceptional ability to visualize problems described to me. Symptoms have root
causes, and I will find them. Being well rounded in experience, science literate, solid in math,
and a good communicator allows me to meld people of various backgrounds together into a
problem-solving unit when disparate cooperation is needed. Problem cases will not migrate off
my desk to higher level support without a real resolution effort. I always watch for ways to
improve processes, frequently find them, and will document them as time permits. CompTia A+
certified PC Technician (verification #DB5DTT1686).
PROFESSIONAL EXPERIENCE
NCR – Peachtree City, GA 2007- 2015
Technical Support Specialist
Resolved support issues. Processed incoming service requests from customers. Verified parts
ordered were appropriate to equipment requiring service. Worked with field technicians and
end-users to troubleshoot, helped resolve access problems, assisted in hardware identification,
and processed exceptions.
 Improved team performance by customizing macros. Our version of Remedy had an obtuse
macro-creation interface, leading to most team members having their own macros, each
with slightly different functionality. I manually created custom search macros for every team
I worked on during my last six years at NCR. Uniformity led to improved productivity.
 Resolved new or evolving problems, and created technical support documents (several per
year) explaining the new or modified processes. For example, on a self-service kiosk
account, there was an issue with note dispenser optical exit sensors returning false
blockage indications due to dust build up on a reflective surface in a tight space. I created a
simple document explaining what was happening, and how to talk an end user through
finding and cleaning the surface with folded paper towels. Not only did this document benefit
my team and our end users, I enhanced global service operations by providing the same
document to other teams that supported the same hardware.
 Corrected call metrics when no one else could do it. I noted that some of my team's
'productive time' call metrics were strangely poor, did some manual calculations to confirm
there was a problem, and conferred with my manager who agreed there was a problem. He
escalated it to the software team. When no resolution occurred, I received permission to
consult directly with the software team. I requested a data dump for a full month and a list of
all variable definitions and equations used to generate the problem field data. Using that
data, I determined that, outgoing calls were not being tracked as productive time. With only
a list of variables, equations, and raw data, I isolated a problem that the software engineer
responsible for the code couldn't identify.
 Created procedural process documents specifically related to tracking incident flow for the
help desk team in Serbia (who were replacements for my team). The documents helped the
new team understand some of the weaknesses they needed to address, and eliminated
many points of confusion that impeded customer service.
THE HOLLAND GROUP – MICHELIN PLANT #5 – Lexington, SC 2006 - 2007
Rewind Machine Operator

2. PROFESSIONAL BROADBAND 2006 - 2006
Equipment and Wiring Installation for Time Warner Cable
PAPA JOHN’S PIZZA 2002 - 2006
DeliveryDriver
 While a delivery driver, performed wiring and equipment installation and minor repairs in the
facilities and on some of the equipment for Ro Ho Ho, Inc., a multiple-store franchise in the
Columbia, South Carolina market. The result: saved the company money by doing simple
maintenance that didn't require specialty tools or parts.
BEST BUY CO., INC. 1999 - 2002
PC Technician
 Began as a PC Technician, but quickly became known as a person who could perform any
task assigned, filling in sales, security, resets, inventory, repair (PC or mechanical), survey
marketing, or customer service. My flexibility and adaptability gave the store an always-there
resource when there were critical holes in staffing.
SOUTH CAROLINA ARMY NATIONAL GUARD – 111 Sig. Bn. Co. B 1993 - 1999
MSE Node Center Switch Operator, Direct Support
MOS 31-F (Network Switching Systems Operator for Mobile Subscriber Equipment), rank of
specialist (E-4). Supervised, installed, operated, and performed systems maintenance on node
management facilities; multiplexing and combat net radio interface (CNRI) equipment; short
range line of sight radio systems; and communications security (COMSEC) devices.
SMI STEEL OFSOUTH CAROLINA
Maintenance Mechanic (1996 & 1998-1999)
During startup of an advanced long-shape hot rolling mini-mill, performed solo and team minor
fabrication projects, preventative maintenance and repairs. Mechanical, hydraulic, pneumatic,
PLC, and lubrication system service made up the bulk of my service duties. The work required
an intuitive grasp of how things work, and how they break.
 Prevented catastrophic failure and sidestepped high replacement and downtime costs. After
service downtime in the old mill, a reheat furnace blower shaft bearing was replaced.
During the restart, I heard a loud rattling noise coming from the back of the reheat furnace. I
immediately called the reheat furnace operator to turn off all the blower motors. Despite not
knowing the exact problem, I knew it was serious: fast, decisive action saved money.
 Proposed approaches to prevent problems. In the new mill, a pusher table sensor regularly
failed due to how it had to be mounted; it was a critical sensor that could be ignored or
bypassed by production staff. After many failures, staff began regularly bypassing the errors.
I suggested several sensors in parallel since we had plenty of room to mount them.
 Saved a coworker's life. I saw a coworker fall into an opening. When I arrived, moments
later, I noticed him reaching behind himself towards an open high-voltage fuse box. He was
inches from electrocution. I was already reaching to offer my hand, but instead grabbed his
collar and jerked him out of the hole. I have a profound respect for safety, but I am not
paralyzed by danger.
EDUCATION
Mechanical Engineering coursework (3 semesters), University of South Carolina
Engineering-related preparatory coursework (2 semesters), Florida State University
AA – Simon's Rock of Bard College (now Bard College at Simon’s Rock)
Eagle Scout, National Merit Scholar