1. Matthew Hales
1304 Vista Dr. (480)254-3199
Star Valley Ranch, Wyoming (WY) 83127 hales71@gmail.com
SUMMARY OF QUALIFICATIONS
I master new systems quickly and leverage these systems to add efficiency and value to organizational/customer
needs. I am in a constant state of thinking about how to improve business processes. I am eager to impart my
knowledge to anyone who is interested in learning. I lead by example and ensure that the strengths of each team
member contribute to our success. I'm skilled at creating performance metrics and reporting and utilize multiple
systems to enhance functionality and reporting. In short: "Show me and I'll make it better."
TECHNICAL/COMPUTER SKILLS
• Performance Metrics, Metrics Reporting, Customer Satisfaction, Business Analysis/Intelligence
• Crystal Reports (all ver), SQL Reporting Services, SQL Server Integration Services
• Software/Process Documentation, Process Improvement, Call Center, Project Management
• TSQL, MSSQL Admin, MySQL Admin, Data Migration/Integrity
• MS Dynamics CRM and Saleslogix Development/Scripting/Customization/Reporting
• Visual Basic (all ver), C/C++/C#
• Leadership, Team Building, Training, Vendor Management, Account Management
• Hospitality Industry, Point Of Sales, Property Management Systems
• Systems Integration/Installation/Maintenance, Troubleshooting
• Windows (all ver), Networking, Active Directory, Linux, Hardware
• All MS Office Products and Sharepoint Development
PROFESSIONAL EXPERIENCE
Multi-Systems Inc.
Cloud and premise based hospitality software
Software Developer I Phoenix, AZ May 2014 - July 2015
Cloud Services TechnicianPhoenix, AZ July 2013 - May 2014
Senior Support Services ManagerPhoenix, AZ Nov 2011 - July 2013
Customer Support Director of OperationsPhoenix, AZ Sep 2010 - Nov 2011
Customer Support Assistant DirectorPhoenix, AZ Dec 2008 - Sep 2010
Customer Support Team SupervisorPhoenix, AZ June 2000 - Dec 2008
Customer Support TechnicianPhoenix, AZ Aug 1998 - June 2000
Hyatt Corporation Kansas City, MO June 1995 - June 1998
Room Service Attendant
Marriott Overland Park, KS Feb 1994 - June 1995
Restaurant Server and Expeditor

2. ACHIEVEMENTS
• As supervisor our team became the most productive team in the company and maintained that status for
many years. Even after leaving the team, they kept the high quality established under my leadership,
raising the bar for the entire organization.
• Using C# I created a production system which efficiently monitored customers cloud data based backups
in order to provide functionality in case of internet outages. Very first exposure to C#
• Converted, migrated and customized our support ticketing system from an in-house system to Support
Logix in 2005. And again from Support Logix to Team Support in 2014.
• Support Logix lacked many features, for example, many reporting needs, live statistics and full text ticket
searching. While utilizing Support Logix I created an external program to fill those gaps.
• Able to teach many technicians regardless of their technical skill level, how to construct SQL queries.
• Created dozens of performance metrics which were tailored to our call centers/help desk unique needs.
• After acquiring a North Dakota based company in 2010, I assisted in integrating and migrating their data
software and people to Phoenix.