Software Support Engineer

Hi, I'm Matthew

// Enterprise IT Support & Cloud Operations

5 years of enterprise Microsoft 365 experience. I build monitoring tools, lead technical teams, and maintain perfect customer satisfaction scores. Currently seeking remote opportunities in DevOps, cloud engineering, or technical support.

5.0
CSAT Score (6 mo.)
20+
Engineers Managed
50%
Resolution Improvement
Get in Touch View Projects
Open to Opportunities

Looking For

Remote roles where I can leverage my enterprise support experience and grow into cloud/DevOps

  • ☁️ Cloud Support & Administration
  • 🔧 DevOps & Site Reliability
  • 💻 Software Support Engineering
  • 📊 Technical Operations

About Me

Enterprise Support Meets Modern DevOps

I spent 5 years at a Microsoft Delivery Partner, where I progressed from Tier 2 Support Engineer to Team Manager. Along the way, I discovered my passion for building tools, automating processes, and diving deep into technical problems.

My background in customer service (10+ years total) gives me a unique perspective: I understand that the best technical solutions are ones that actually help people. That's why I achieved a perfect 5.0 CSAT score for 6 consecutive months while also improving our team's resolution rate from 28% to 50%.

Now I'm seeking remote opportunities where I can combine my enterprise support expertise with my growing skills in cloud infrastructure, monitoring, and automation. I'm actively pursuing Azure certifications and building portfolio projects that demonstrate production-ready capabilities.

🎯

Customer-Focused

10+ years of customer service experience, perfect satisfaction scores

📈

Proven Leader

Managed 20+ engineers, drove measurable process improvements

🔄

Growth Mindset

Pursuing Azure certs, building portfolio projects, always learning

🏔️

Colorado Based

Available for remote work with flexible schedule options

Technical Skills

What I Work With

☁️

Cloud & Identity

Microsoft 365 Azure AD / Entra ID Exchange Online SharePoint Teams MFA Group Policy
🖥️

Systems & Endpoints

Windows 10/11 macOS iOS / Android Active Directory Hardware Troubleshooting Remote Support
📊

Monitoring & Analytics

Azure Monitor Log Analytics KQL Power BI ServiceNow Zendesk
⚡

Scripting & Automation

PowerShell JavaScript Node.js React SQL REST APIs
🌐

Networking

TCP/IP DNS VPN Wireless Firewalls Network Troubleshooting
📝

Documentation

SOPs Runbooks Knowledge Base Process Documentation Training Materials

Portfolio

What I've Built

99.9%
Uptime
142ms
Avg Response
12
Services
🚀 Featured Project

System Health Monitoring Dashboard

Real-time monitoring dashboard demonstrating production support and DevOps capabilities. Features live service monitoring via WebSockets, automated alerting, log aggregation with severity filtering, and historical trend analysis.

Node.js Express React WebSockets SQLite Tailwind CSS Nginx PM2

Skills Demonstrated: Production monitoring, real-time communication, RESTful API design, database queries, error handling, full-stack development.

Live Demo View Code

More projects coming soon - Azure Resource Monitor, PowerShell Script Library, and more.

Career

Professional Experience

2023 - 2025

Team Manager

Microsoft Delivery Partner

Led a team of 20+ Tier 2/3 support engineers and subject matter experts supporting enterprise Microsoft 365 deployments.

  • Excellence in Action Award (Q4 2024) – Senior-Leader–Selected Top Performer Honor.
  • Achieved perfect 5.0 Team CSAT scores for 6 consecutive months
  • Improved cases resolved within 10 days from 28% to 50%
  • Mentored engineers on complex M365 troubleshooting
  • Created and maintained SOPs, runbooks, and knowledge base articles
2021 - 2023

Technical Lead

Microsoft Delivery Partner

Served as technical escalation point and SME for complex Microsoft 365 issues.

  • Resolved high-priority escalations for enterprise clients
  • Developed monitoring dashboards using Power BI and KQL
  • Trained team members on Azure AD, Exchange Online, and Security & Compliance
2020 - 2021

Tier 2 Support Engineer

Microsoft Delivery Partner

Provided advanced technical support for Microsoft 365 services including Exchange Online, SharePoint, Teams, and Identity.

  • Supported enterprise Microsoft 365 environments
  • Utilized PowerShell and Azure Monitor for troubleshooting
  • Documented solutions in knowledge base for team reference
2017 - 2020

Sales Associate / Customer Service

National Retail Chain

Built foundation of customer service excellence that carries through my technical career.

  • Developed strong customer relationship skills
  • Consistently exceeded sales targets
  • Trained new team members on products and customer engagement

Education & Certifications

Credentials

Bachelor of Science, Information Technology

Colorado State University - Global Campus

  • GPA: 3.96 (Magna Cum Laude)
  • Minor: Cybersecurity
  • Minor: Cloud Computing & Network Virtualization
  • Golden Key International Honour Society Member

Associate of Science, Outdoor Leadership & Recreation Technology

Pikes Peak State College

  • GPA: 4.0
  • Recreation Technology
  • Leadership and team coordination
  • Outdoor education and risk management

Certifications

📘

Azure Fundamentals (AZ-900)

In Progress
📘

Azure Administrator (AZ-104)

Planned
🛡️

TestOut Security Pro

Certified
🌐

TestOut Network Pro

Certified (≈ Network+)
🖥️

TestOut Server Pro 2016

Certified

Get in Touch

Let's Connect

I'm actively seeking remote opportunities in software support, DevOps, or cloud engineering. Let's talk about how I can contribute to your team.

📧

Email

info@matthewferguson.pro
💼

LinkedIn

Connect with me
🔥

GitHub

Explore my repositories
📍

Location

Colorado, USA

Looking for a dedicated professional who combines technical expertise with exceptional customer service?

Send Me an Email