Matthew Angelo

Results-driven CRM and systems professional with experience in Zoho One administration, workflow automation, and data analytics. Proven ability to align business processes with technical solutions, delivering scalable systems, improved reporting, and operational efficiency. Combines hands-on technical expertise with leadership and cross-functional collaboration to drive business impact.

CRM Manager/Developer at The Accounting Lab, LLC (2021-08 – 2026-05)

• Administer Zoho One & CRM ecosystem supporting ~50 employees across ~5 departments.
• Design and implement workflow automations that streamline operations and reduce manual effort.
• Lead CRM implementation projects for new client(s), delivering custom tailored solutions.
• Collaborate with development partners to manage enhancements and system integrations.
• Align CRM systems with strategic business goals and improve cross-functional processes.
• Provide training and ongoing support to drive user adoption and system efficiency.
• Develop SQL-based reports and dashboards for real-time business intelligence.
• Developed and maintained a knowledge base with over ~150 articles documenting the system and the custom updates I performed.

Team Manager - Document Management at The Accounting Lab, LLC

• Led a team of 10 supporting 10,000+ clients and ~50 internal staff.
• Designed, supported, and documented workflows and procedures used to guide the team. Then I liasoned with an outside development partner to build and adopt a Zoho Creator app to support and supplement the team's operational tasks.
• Created a comprehensive knowledge base that improved quality and consistency.
• The team managed the intake, processing, and internal publishing of a high-volume of electronic documents that were submitted to the firm by the client base.
• Promoted from team member to manager based on performance and leadership.

Technical Phone Support - Samsung Tier 2 at USSI Global (2018-02 – 2021-08)

• Resolved advanced technical issues for Samsung commercial display systems (MagicInfo, REACH, large format displays, LED panels, and similar.)
• Acted as escalation point for Tier 1 support, improving resolution efficiency.
• Trained and mentored agents, contributing to team performance improvements.
• Generated recurring performance reports to support operational decision-making.
• Supported transition to remote operations during COVID-19 through training and team coordination.

Project Coordinator - Keyser/Mcdonald's Outdoor Digital Menu Board at USSI Global

• Coordinated multi-location rollout for McDonald's digital signage systems as contracted through Keyser Industries.
• Managed construction contractor scheduling, issue tracking, and escalation handling.
• Maintained accurate project reporting and database reconciliation.
• Facilitated communication across stakeholders and leadership teams.

Technical Support Representative at Altice USA (dba Optimum/Cablevision) (2014-08 – 2018-02)

• Provided frontline customer support for voice, data, and network services.
• Troubleshot customer issues and optimized service performance.
• Maintained strong metrics in resolution efficiency and customer satisfaction.

Virtual Dispatch Operator at Altice USA (dba Optimum/Cablevision)

• Supported field technicians with real-time network troubleshooting.
• Coordinated resources to improve service resolution times.
• Maintained detailed logs of technical issues and resolutions.

Technical Support/On-Site Help Desk at Chips Technology Group (2013-08 – 2014-08)

• Supported users across a network environment of 3 sites, 15+ servers, and 40+ workstations
• Delivered remote and on-site IT support across hardware and software issues to deliver first-call resolution.
• Documented troubleshooting processes and escalated complex cases

Manager/Keyholder at Easy Spirit Outlet Store (2004-09 – 2013-08)

• Supervised and supported daily retail operations and team performance.
• Delivered high-level customer service and sales.
• Trained staff and maintained operational standards.
• Promoted from Sales Associate; multiple performance awards.
• Supported the team through numerous leadership transitions and instability.

Bachelor of Science in Science, Technology, and Society – Farmingdale State College

Associate of Applied Sciences in Computer Art – Suffolk County Community College