As a member of the Information Technology Help Center team, Matt’s role is to coordinate the timely resolution or escalation and communication of all incoming Help Center requests for IT support from the UMass Lowell campus community. His responsibilities also include the training of “Tier 1” Help Center staff, (including contractors and students), recording, tracking and analyzing I.T. issues within the Help Center ticket tracking system (Web Help Desk) and ensuring I.T. departmental Service Level Agreements are met. Matt is a primary point of contact for the Help Center.