Matt Goody

Results-driven Technical & Customer Support Manager with over 20 years of progressive experience advancing from hands-on technical support to leading global service desk operations. Proven track record of managing high-volume support queues, resolving critical escalations, and optimizing IT workflows using data analytics (Power BI, SQL) and AI tools (Microsoft Copilot, ChatGPT). Adept at leading cross-functional initiatives, managing vendor relationships, and delivering exceptional support across diverse multi-platform environments (Windows, macOS, Linux, iOS, Android).

• Agile
• Amazon Web Services
• Souci du détail
• Tests automatisés
• Analyse d’affaires
• Communication
• CSS
• Service à la clientèle
• Analyse de données
• Saisie de données
• Visualisation de données
• Anglais
• Google Cloud
• Google Workspace
• HTML
• Jira
• Leadership
• Linux
• Microsoft Azure
• Microsoft Excel
• Microsoft Office
• Microsoft Outlook
• Microsoft Word
• Sens de l’organisation
• Power BI
• Résolution de problèmes
• Gestion de produit
• Gestion de projet
• Python
• Assurance qualité
• Collecte des exigences
• Scrum
• SQL
• Travail d’équipe
• Gestion du temps

1. IT Support Manager – Global Service Desk

   Infor Canada Ltd.

   sept. 2021 to avr. 2026

   Toronto, ON

   • Spearheaded global service desk operations, ensuring high customer satisfaction and maintaining strict adherence to SLAs across multi-regional support queues. • Managed, mentored, and developed a team of 10 IT support professionals through structured coaching, performance evaluations, and workforce planning. • Designed and published custom Power BI dashboards and incident reports to track queue health, aging tickets, and team velocity, driving proactive workflow improvements. • Served as the primary point of contact for high-severity, critical technical escalations, collaborating cross-functionally with software, network, and security engineering teams. • Oversaw identity and access management (IAM) across Active Directory, Azure AD, MFA, VPN, and enterprise SaaS platforms (Adobe, Zoom, Exchange). • Directed large-scale endpoint management and security rollouts, including JAMF implementation, macOS upgrades, BigFix deployments, and security incident responses.

2. Field Services Support Engineer

   Infor Canada Ltd.

   janv. 2016 to août 2021

   Toronto, ON

   • Delivered tier-2/3 technical support across deskside, remote, chat, phone, and ticketing channels for end-users globally. • Provisioned, configured, and maintained cross-platform environments, supporting Windows, macOS, and virtualized systems (VMware, VirtualBox, Azure VDI). • Administered endpoint security platforms (CrowdStrike, Defender, BitLocker) and managed Canadian IT hardware inventory and procurement. • Conducted complex network diagnostic and performance troubleshooting utilizing TCP/IP, DNS, DHCP, Wireshark, and packet analysis tools. • Administered Active Directory objects, group policies, and enterprise application support for core internal systems.

3. Technical Support Analyst – Library Division

   Infor Canada Ltd.

   oct. 2014 to déc. 2016

   Toronto, ON

   • Provided specialized technical support for enterprise customer-facing applications (V-Smart ILS, Iguana CMS, V-Insight) for global clients. • Performed Cache DBMS administration, ran SQL queries for data verification, and built automated maintenance scripts using Perl and Python. • Partnered with software QA and development teams to replicate end-user defects, test bug fixes, and author comprehensive customer-facing documentation. • Assisted web administrators with frontend troubleshooting involving HTML5, CSS, JavaScript, PHP, and web server configurations (Apache, IIS).

4. Senior Technical Support Representative / Telecom System Admin

   Intrafinity Inc.

   sept. 2009 to oct. 2014

   Toronto, ON

   • Delivered end-to-end technical support for enterprise SaaS products, CMS/LMS platforms, and core workplace technologies (Windows, macOS, M365). • Administered Avaya IP Office phone infrastructure, managing extension provisioning, call routing, and telecommunications hardware support. • Conducted customer onboarding, technical webinars, and created internal knowledge base (KB) documentation to streamline self-service support. • Integrated enterprise software platforms with Active Directory, Google Workspace, and Microsoft 365 environments.

1. Durham College

   Information Technology Technician Diploma

2. Cobourg West High School

   Ontario Secondary School Diploma