MATT MILLSAPS

Knoxville, TN | Matt.Millsaps@yahoo.com | 423.836.7357

SKILLS

  • Network Troubleshooting

  • Operating Systems

  • Oracle NetSuite

  • Oracle Service Cloud

  • Oracle VirtualBox

  • PowerShell

  • Problem-Solving

  • Project Management

  • PuTTY

  • Decision Making

  • Front-End Web Development

  • Git

  • Hardware Troubleshooting

  • IT Service Management

  • Knowledge Management

  • Leadership

  • Linux

  • Network Security

  • Python

  • Salesforce

  • Software Troubleshooting

  • SQL

  • System Administration

  • Technical Writing

  • Virtualization

  • VSCode

  • ZenDesk

EXPERIENCE

Global Special Operations

WARNER BROS. DISCOVERY, INC. | Knoxville, TN

October 2019 - Present

Currently aiding in the launch and continued support of multiple Direct-To-Consumer products globally, including:

- discovery+

- Food Network Kitchen

- Magnolia | Time Well Spent

- Max

Providing escalation support for inquiries that cannot be resolved by frontline support tiers while collaborating cross-functionally to ensure business-side issues are surfaced, triaged, and tracked until resolution is achieved. Partnering with CX, Product, and Tech to:

  • Maintain subject matter expert status on all product and services, across all support platforms.

  • Participate and contribute to ongoing processes, policies, and standards improvements.

  • Serve as an escalation point for business-side issues escalated from internal teams.

  • Provide innovative solutions for unresolved issues beyond standard processes.

  • Responsible for escalating business-side issues to appropriate extended teams.

  • Responsible for reproducing, confirming, and documenting new issues.

  • Coach, mentor, and assist support teams when needed.

Tier I Terminal Support

ELAVON, INC. | Knoxville, TN

August 2017 - October 2019

Previously troubleshot, diagnosed, and provided merchants with solutions to problems with service, authorization, and credit card processing terminals. Communicated applicable corporate and U.S. & Canadian governmental policies, procedures, and best practices to merchants. Assisted with V.A.R. coordination and annual P.C.I. compliance completion.

Production Editor & Graphic Artist

BEE PUBLISHERS, LLC. | Madisonville, TN

August 2015 - August 2017

Consulted with the advertising sales team and clients to brainstorm, mock-up, and produce graphical and written advertising for the daily periodical. Edited and placed all news copy; as well as maintained digital and physical archives. Assisted with a complete hardware and software refresh without production disturbances.

EDUCATION

B.S. Network Engineering & Security

WESTERN GOVERNORS UNIVERSITY | GPA: 3.7

Expected Graduation: 2024

Honors Diploma

SEQUOYAH HIGH SCHOOL | GPA: 3.8