Education
- Bachelor of Arts (B.A.), Liberal Arts, UMass Lowell
- IT Infrastructure Library (ITIL) 4 Certified
Biosketch
As a member of Tech Services, Matt is responsible for coordinating the timely resolution, escalation, and communication of all incoming IT support requests from the UMass Lowell campus community. His role includes training Tier 1 Tech Services staff—including contractors and student employees—while also overseeing the recording, tracking, and analysis of IT issues within Tech Services' ticketing system (ServiceNow). Additionally, he ensures compliance with IT departmental Service Level Agreements (SLAs). As a primary point of contact for TechServices, Matt plays a key role in maintaining efficient IT support operations. Matt is also proficient in leveraging ChatGPT and other AI tools for IT support, automation, and knowledge management. He has experience deploying custom GPTs tailored to specific workflows, enhancing efficiency and user engagement. His expertise includes prompt engineering, fine-tuning responses, and integrating AI-driven solutions to optimize service delivery within Tech Services.
Selected Awards and Honors
- Supervisory Leadership Development Training Program, UMass Lowell, 2016