Matthew
Bean

Help Desk Support Technician

• First point of contact for support tickets, emails, chats, and calls covering the company website and SaaS applications.
• Triage, log, and prioritize incoming tickets by urgency and impact, and track them against SLA to keep response and resolution times on target.
• Troubleshoot login, account, permissions, and connectivity issues across web and SaaS platforms, including SSO and password resets.
• Resolve access issues remotely by walking non-technical users through browser, cache, cookie, and network steps, closing them at Tier 1 rather than escalating.
• Diagnose website issues (broken links, page errors, form failures, slow load times) and support SaaS functionality, configuration, and integration problems.
• Reproduce reported bugs and write detailed steps-to-reproduce; escalate anything beyond Tier 1 to Tier 2/3, engineering, or product with clear documentation.
• Monitor system status dashboards and proactively communicate known outages or incidents to users.
• Write and maintain knowledge base articles and troubleshooting guides, and flag recurring ticket patterns to the team so the root cause gets fixed.

Technical Support Specialist & Executive Administrator

• Managed Salesforce user accounts: created and deactivated users, reset access, and assigned profiles and permission sets as agents onboarded and departed.
• Served as executive administrator for agent operations, owning agent paperwork from intake through validation, filing, and record retention.
• Administered the company Salesforce org: created and modified custom fields, built automated actions, and maintained data quality across agent records.
• Monitored and renewed agent licensing to keep producers eligible and contract-ready for new carrier appointments.
• Managed the full insurance agent licensing and credentialing lifecycle: collecting, validating, and tracking carrier-required documentation from submission through approval.
• Identified, diagnosed, and resolved platform issues; escalated complex technical matters to Salesforce support and coordinated resolution with internal stakeholders.
• Audited agent records against changing carrier requirements each cycle, correcting data errors before they could block a carrier appointment.
• Facilitated and led internal meetings via join.me to communicate platform updates, procedural changes, and carrier requirements to agents.
• Primary support contact for the agent network, resolving Salesforce access, record, and licensing issues by phone and email.

Independent Contractor

• Picked up and dropped off passengers, creating a safe and positive rider experience.
• Self-managed schedule and route planning via mobile dispatch and navigation apps.
• Communicated directly with customers and merchants to resolve delivery issues.

Tops, Whole Foods Market, Guitar Center, Walker Electric, Mother’s Market, Ocean Blue Detailing, Bean Investments, IsoTis OrthoBiologics, Unique Finds, AppleOne placements, Target

• Client-facing service, retail, office, and warehouse roles: in-home consultation, order fulfillment against 15-minute ETA windows, accurate cash handling and end-of-shift reporting, eBay and web storefront support, conveyor machine wiring, clean room support, and assembly work across temp placements. Full history on the résumé.