MattZaglin.com

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Xometry, Inc. (NASDAQ: XMTR) | Lead IT Engineer

January 2022 - present
- Planned and performed critical IT infrastructure migrations, consolidations, and operations under public company requirements as Thomas Publishing Company, LLC was acquired by Xometry, Inc. in December 2021, including:
- Optimize operational efficiencies by creating, implementing, and maintaining enhanced onboarding and offboarding workflows and automation.
- Continue to be an escalation point and mentor for the more junior Engineering and HelpDesk teams, as well as a leading technical resource to management and the broader end-user base.
Thomas Publishing Company | End User Support Operations Manager

January 2015 - present

Responsible for all technical operations, support, and technology infrastructure for the company, including:
- Defined and managed IT budget and resource utilization to support business goals and objectives.
- Built out and coached a team of 3 support agents to provide high-quality and timely 1st and 2nd level support.
- Acted as an escalation point for more complex technical analysis and time-sensitive requests.
- Authored and maintained policies, procedures, and documentation; monitored and enforced cybersecurity compliance.
- Tracked key support performance metrics with a strong focus on end-user satisfaction.
- Successfully transitioned a staff of 300 to a remote working environment with zero interruption during the COVID-19 pandemic.
- Designed and led cloud-first company initiatives in migrating traditional server-based services to cloud-based ones (i.e., directory, file-share, MDM/computer policy enforcement, etc.).
- Planned and executed IT projects along with other internal IT groups and external partners and vendors.
- Evaluated new and emerging technology to determine applicability to the company’s strategic technological plans.
Thomas Publishing Company | Lead Systems Engineer

January 2012 - January 2015
- Served as the direct and personal support engineer for the top Executive Officers; CEO, President, CFO, CTO, CHRO, and members of the Board of Directors.
- Acted as the senior technology lead to a team of systems technicians across the North East.
- Managed the day-to-day support team to meet company SLAs and Customer Satisfaction goals.
- Led in delivering technical support (through escalation from the Helpdesk staff) to 400 corporate employees.
- Led the migration from an MS-Exchange-based Email system to Google Apps for Business. Worked directly with project managers, 3rd party vendors, and HR Training teams to drive the transition of all corporate employees to Google's cloud services.
- Acted as the senior technical resource and mentored IT staff on technical matters to achieve greater efficiencies.
- Worked directly with senior and executive IT management to develop new technological and strategic plans, as well as enhance and modify existing strategies to continue to meet company financial and technical goals.
- Additional duties included; hardware procurement, third-party vendor management, maintaining proper staffing levels, hardware and software inventory management, and invoice processing.
Consul-vation, Inc | Senior Systems Engineer

April 2006 - November 2011

Served as the most senior staff engineer for this technology consulting company, engaging in all aspects of best of breed client solutions from design and implementation through post implementation support, quality assurance, documentation and user training, for small business (1-100 users) in diverse industries, spanning manufacturing, medical, hospitality, travel, professional services, and non-profit, with locations across the US, Canada and Asia. Implementations included IaaS and SaaS cloud solutions; Exchange to Google Apps migrations, server and workstation builds; router, switch and firewall configurations; integration of third party and propriety software, and mobile devices into network environments.
Additional responsibilities included management of internal network including email, web and DNS hosting infrastructure for client hosted offerings, as well as providing virtual, on-site, and off-hours support. Authored white papers and technical blog posts for company site, and worked with management on policies to increase process efficiency and quality.
Regal Entertainment Group | IT Thetre Support Analyst

December 2002 - April 2006

As part of a 9 member team, covering 600 U.S. theaters, was individually responsible for upgrading and maintaining the hardware and local networks within all New York and New England theatres, as well as providing 2nd and 3rd level support, via telephone and corporate network, to the theatre management and staff, and to fellow corporate employees when the Help Desk was not able to assist.