matt.waight.tech

Resume • Infrastructure • Support • Administration • Freelance Consulting

Matt Waight

IT Lead | America's Call Center | The Porch Group, Inc

Owner, Waight Tech LLC | Founded 2025

I am an IT professional with a background built through real production pressure, live outages, phone platform migrations, workforce support, and day-to-day administration. I am strongest when a team needs someone who can move quickly, solve clearly, and keep operations productive when the plan changes in real time.

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Professional Summary

Built in live environments, not in theory alone.

My background started on the front line as a CSR, which gave me direct operational context for how systems affect the workforce. From there I moved into phone system administration, IT management, and IT leadership. I have handled two phone system migrations, supported a live daytime deployment when a legacy platform failed just before go-live, and developed a reputation for finding solutions quickly when normal playbooks are not enough.

Core Traits

  • Quick in a pinch
  • Architect on the fly when needed
  • Grounded in production reality
  • Comfortable owning messy problems

Experience

Career progression at America's Call Center / Porch Group

Eleven years at America's Call Center, including five years under Porch Group, with progression from frontline operations into IT leadership.

2024 to Present

IT Lead

America's Call Center | The Porch Group, Inc

  • Serve as an IT leader and technical representative for the Americas Call Center workforce in a live production environment.
  • Drive infrastructure, administration, incident response, and productivity-focused technical decisions that keep operations moving.
  • Bring frontline operational context into leadership decisions, helping align technical changes with workforce realities.
  • Provided platform knowledge, system mapping, and CI/CD pipeline context during the modernization of a legacy CRM after the original engineer’s departure, serving as a key technical bridge for the development team.

March 2021 to 2024

IT Manager

America's Call Center | The Porch Group, Inc

  • Managed IT operations in a live call center environment where uptime and workforce productivity were business-critical.
  • Owned administration across telephony, support operations, and day-to-day business continuity needs.
  • Worked through outages and urgent production issues with practical solutions that reduced disruption and kept teams operational.

2019 to 2021

CSR and Phone System Administrator

America's Call Center

  • Balanced frontline customer operations with phone system administration in a dual-role position.
  • Built practical platform knowledge by supporting the systems the workforce depended on every day.
  • Helped bridge the gap between business operations and technical implementation during day-to-day support and change work.

April 6, 2015 to February 2021

Customer Service Representative

America's Call Center

  • Worked on the front line of a call center operation for years before moving fully into IT.
  • Developed a firsthand understanding of the pace, friction points, and productivity needs of the workforce.
  • Used that operational grounding later to make better support and systems decisions as responsibilities expanded.

Major Work Highlights

Systems and migrations under real pressure.

  • Handled multiple phone system migrations, including a move from on-premises infrastructure to the cloud and later a cloud-to-cloud platform transition.
  • Led the technical design, requirements, and support planning for a cloud-to-cloud phone platform transition across 3 business units at Porch Group from August through November 2025.
  • During that rollout, directed an emergency mid-day cutover for one business unit after a carrier-level cloud outage, restoring operations in about 2 hours while the provider estimated up to 24 hours for repair.
  • Helped move the organization from fully in-office operations to partial remote work by configuring VPN access across approximately 50 PCs, then supported the broader transition to a fully remote workforce completed in June 2023.

Operating Style

Calm in outages, practical in execution.

I have spent enough time in outages, live incidents, and production pressure to know that the right answer is not always the textbook answer. A lot of the value I bring comes from experience earned in real environments where workforce needs, system constraints, and time pressure all collide at once. In those moments, I stay focused on what restores stability, protects productivity, and gives people a path forward instead of adding noise. That practical mindset has shaped the way I lead, troubleshoot, design, and support systems.

Skills

Technical areas I work in regularly.

My strongest areas sit at the intersection of administration, support, deployment, production operations, and PHP-based application work.

Infrastructure

Networking, Linux, systems deployments, hardening, and production support.

Administration

Microsoft 365, Google Workspace Administration, phone systems, Five9, and operational platform ownership.

Automation

PowerShell, AI use, documentation, and process-minded technical execution.

Operations

Troubleshooting, security, live incident response, workforce productivity support, and practical architecture in motion.

Platforms and Environments

Production systems and environments I have worked in directly.

Five9

Sharpen CX

Google Workspace

Microsoft 365

SQL Querying and Relational Databases

PHP Application Development

Laravel

AWS IAM and Infrastructure Administration

Telephony Administration and Design

CRM Web Application Modernization

Cloudflare and DNS Management

CrowdStrike Endpoint Security

Independent Work

Freelance direction

Business

Waight Tech logo

Owner, Waight Tech LLC

Founded in 2025 to support freelance consulting, technical delivery, deployment work, and practical documentation.

Build

Application Development

Practical development work for real business needs, especially when paired with deployment and operations context.

Residential

Home Networks and Security

Residential network building, security system consulting, and practical home technology guidance for environments that need to be reliable and understandable.

Operations

Patching and Migrations

Software patching, environment changes, and migration support for small businesses that need steady execution without unnecessary disruption.

Contact

Available for consulting and freelance technical work.

If you need help with deployments, infrastructure, support operations, administration, application delivery, or technical documentation, the best place to start is by email or LinkedIn.

Email Matt Connect on LinkedIn View Resume

Email is the preferred first point of contact. GitHub handle: `mnwaight` | public project work to be expanded.