The document provides a resume for Mathew Brewster outlining his extensive 30+ year career in business management, including roles as a supervisor, adjunct professor, project manager, project analyst, and customer service roles. Brewster has diverse experience in areas such as customer relations, project management, process improvement, and technical troubleshooting. He also has multiple degrees and professional training related to business administration and project management.

1. MATHEW BREWSTER
12983 W. Foxfire St.
Boise, ID 83713
Cell Phone: 208-412-2555
Email: matt.brewster@live.com
SUMMARY:
Highly motivated business professional with 30 + years of multifaceted business experience. Principal
strengths include, but are not limited to, supervisory skills, technical trouble shooting, computer skills,
vendor management, customer relations skills, project management and administration, process
creation and analysis surrounding CMMI process improvement. A dedicated team player with
exceptional team building and communication skills.
EDUCATION:
Master of Arts in MAOL (Organizational Leadership)
George Fox University Boise, ID campus
Bachelor of Science in MBIS (Management in Business Information Systems) and MPJM
(Management in Project Management)
George Fox University Boise, ID campus
Associate of Applied Science in Electronic Systems Technology
Idaho State University School of Applied Technology, Pocatello, ID
WORK EXPERIENCE:
MAXIMUS Federal Services August 2013 –– February 2015
Supervisor
 Supervised a unit of Customer Service Representatives (CSRs)
 Coordinated with Workforce Management (WFM) to schedule team/unit CSRs to
ensure appropriate contact center coverage to meet production standards especially
during peak call volume, break, and lunch times.
 Monitored, evaluated and distributed daily workload for assigned team/unit, using the
appropriate EEHOS system, queue displays and other tools, to ensure production
standards are being met for inbound and outbound call handling, as well as other work
activities assigned
 Prepared and/or reviewed a variety of reports related to team/unit operations and
administrative record keeping, including: attendance rosters, bonus evaluations,
performance reviews, timesheets, corrective actions, and systems reports
 Maintained company policy through, training, coaching, counseling, and mentoring to
assigned CSRs, so they can efficiently and effectively perform their jobs, and educated
members about programs and health plans
 Disseminated program information to enhance the knowledge of assigned staff

2.  Provided data and prepared memoranda for management to be used in reports and
administrative programmatic decisions
 Conducted regular, individual and group meetings with assigned staff
Stevens-Henager College Boise Idaho Campus July 2011 – March 2013
Adjunct Professor/Project Manager
 Developed project proposal for connecting Stevens-Henager College Boise Campus to
the Idaho Education Network to provide courses and degree programs to High School
students, community education classes, and continuing adult education classes, and
providing the Cisco Networking Academy via video teleconferencing on the Idaho
Education Network.
o Developed and identified goals, scope, benefits, risks, business requirements,
obstacles, schedules, and infrastructure costs
o Developed Statement of Work
o Developed time lines, budgets, and work breakdown structures.
 Identified internal and external stake holders and interested parties including the State of
Idaho and rural Idaho school districts and coordinated informational meetings with them.
 Proficient in MS Office Suite, Power Point, Visio, and MS Project
InnovaSystems International May 2008 – October 2009
Project Analyst
 Planned and coordinated project scheduling, budgeting, and administrative tasks
 Supported the project staff by facilitating project logistics such as meetings, conference
rooms, conference calls, etc.
 Maintained and updated monthly project budget and project staffing report
 Assisted with maintaining project calendar, organized and updated team folders in MS
Visual Studio
 Lead facilitator for the weekly Change Control Board meeting for the Project
Management Office for CMMI process improvement
 Point of contact for the Project Management Office in the Change Control Board
meetings for the Primary and Cross constituencies for CMMI process improvement.
 Took meeting minutes and action items during project team meetings and performed
basic follow-up
 Assisted in development of presentations.
 Familiar with a variety of the field concepts, practices, and procedures of Project
Management
 Proficient in MS Office Suite, Power Point, and MS Project
Hanson Eagle Precast August 2006 - January 2008
Lead Project Estimator
 Read and understand contract construction drawings
 Work with internal and external clients creating bid proposals for small to multi-million
dollar projects

3.  Manage projects from engineering, to production, to delivery and erection of product
 Lead sales person for bridge girders and bridge slabs
Hewlett Packard June 1993 -June 2006
Service Project Specialist IV
Hewlett Packard Volume Contact Solution Center 2005 - June 2006
 Americas Offsite Depot Repair Focal Point
 Created and managed business processes and procedures for the Americas Offsite Depot
Repair
 Worked with company, vendor and outsource partner managers within Imaging and
Printing Division and the Personal Solutions Group to solve issues involving Offsite
Depot Repair business
 Conducted project-related research, analysis and planning
 Determined staffing requirements for projects
 Managed medium-size projects
 Procured internal and external partner resources
 Resolved technical and customer related problems
 Solved problems with limited/no technical guidance
Business Planning Analyst
Hewlett Packard Services Operations 2002 – 2005
 Created and managed business processes and procedures for the Commercial Operations
Teams
 Analyzed ‘current-state’ processes and designed ‘future-state’ processes
 Supported the creation of process metrics/measures, role descriptions, and instructions
 Supported Process Owners, in the development, maintenance, & management of
Business Processes
 Provided E2E and system level perspective regarding Business Process Architecture
 Resolved or escalated Business Process issues
 Managed the vendor relations for the Commercial Out of Warranty Team
 Staff forecasting and monthly metrics report generation for the Commercial Out of
Warranty Team
Associate Quality Consultant
Hewlett Packard Customer Care Reception Group 2000 - 2002
 Created and managed business processes and procedures for the Customer Care
Reception Team
 Managed the equipment inventory and procurement of equipment for the Customer Care
Reception Team
 Managed Agent desktop tools, created and provided training for each new desktop
software that the agents used in the Customer Care Reception Team
Customer Quality Manager
Hewlett Packard Customer Quality Management Group 1998 – 2000
Negotiated and facilitated resolutions, on behalf of customers by:

4.  Directing all necessary partners (internal/external) to repair ship, replace, buy back, or
extend warranties
 Provide technical support for customers channeled to this department by the following
entities: Roseville Escalations, NARC, RSN Issues Management Team, Loveland TSSC,
Field, Tech. Marketing, CLF, and Corporate Headquarters in Palo Alto.
 Product Line Champion for the MCD division (Laptop and Palmtop Computers), WLD
division (mid-range LaserJets) and DLD division (D640 High Speed Printer)
 Provide monthly reports to division, keep myself and my counterparts current on
divisional product issues, resource person for my counterparts
 Wrote Business Rules, Process Flows & Training procedures for the Boise Escalations
Group
Customer Support Coordinator
Jetdirect Group Hewlett Packard Product Support Division 1996 - 1998
 On-Line Agent supporting internal and external Network Interface devices and software
for Hewlett Packard Peripherals in various network operating systems
 Resolve customer hardware and software issues concerning the Network Interface
devices in their respective network operating systems
 Trained in Novell, Windows NT, Windows 95, Windows for Work Groups, Solaris, Sun
& HPUX network operating systems
 Member of the World Wide User/Testing team for the WWCCS agent reporting
software. This team is responsible for the Alpha testing, Beta testing , procedure writing
and training for the software
Customer Support Coordinator
Macintosh Group Hewlett Packard Product Support Division 1994 - 1996
 On-Line Agent supporting 95 different Hewlett Packard Peripheral devices,
(Deskwriters, LaserJets, Scanners, and Plotters) for all Macintosh environments
 Resolved customer issues concerning Hewlett Packard Peripherals and software in the
Macintosh environment
 In charge of distributing obsolete and hard-to-get printer software for customer
satisfaction
 Resource Agent for other On-Line Agents
PROFESSIONAL TRAINING AND DEVELOPMENT:
Coaching and Managing Performance Part 2, Kepner/Trego Analytical Problem Solving, QTC, Project
Management, Human Relations Development.
PERSONAL HONORS:
Eagle Scout, Boy Scouts of America District Award of Merit, Hewlett Packard MVP award recipient
in 2000
MEMBERSHIPS/AFFILIATIONS:
Project Management Institute-Western Idaho Chapter, Boy Scouts of America