“

Customer service shouldn’t just be a department;
it should be the entire company.

-Tony Hsieh, Zappos

Matt Graham

Zendesk Administrator

HEY THERE. I’M MATT—YOUR FRIENDLY, NEIGHBORHOOD ZENDESK ADMIN.

I build workflows, trigger conditions, and documentation so beautiful, the AI that replaces me in the future will give me a 5 star CSAT review.

I regularly monitor often overlooked, but dangerous problem areas of Zendesk like API peaking, forgotten tickets, and ever-increasing needs for storage and licensing to fix things before they break.

I bridge the gap between leadership goals and customer support execution by implementing smart, scalable solutions.

All in the name of keeping Zendesk from turning into Skynet—and saving time, money, and frustration.

But seriously…

Is your Zendesk instance held together by macros and hope? 

You deserve better than that.

Your team needs to spend less time troubleshooting tools and more time tackling tickets. 

With Zendesk…

You can't just set it
and forget it.

You can’t just turn it off and on again.

You can’t just restore from backup. 

You need someone who knows how to design, develop, and debug without using duct tape solutions that so many Zendesk instances are held together by. 

That’s where I come in.

Businesses I’ve
collaborated with.

Integrations I’ve implemented.

Experience

SENIOR CX SYSTEMS ADMINISTRATOR
Route
Lehi, UT - Remote
2025 – Present

CX SYSTEMS ADMINISTRATOR
Route
Lehi, UT - Remote
2023 – 2024

TECHNOLOGY
OPERATIONS COORDINATOR 
Head-Royce School
Oakland, CA
2016 – 2022

DESKSIDE SUPPORT SPECIALIST
UCLA
Los Angeles, CA
2012 – 2015

+Additional 8 years
of Information Technology Services experience across 3 organizations.

Bachelor of Science
DeVry University

Network Communications & Management

Education

Zendesk Support Administrator
Zendesk

Vendor certified recognition of in-depth knowledge for implementing, configuring, and managing Zendesk Support.

Certifications

Modernizing The Service Desk
LinkedIn Learning

Transforming the service desk with modern tools, automation, and best practices to improve efficiency, customer satisfaction, and support operations.

CS Knowledge Management
LinkedIn Learning

Creating, organizing, and maintaining effective knowledge bases and ensuring consistent, accessible information for both customers and support teams.

Google AI
Essentials
Coursera

Strategies to use generative AI tools to help speed up daily tasks, make more informed decisions, and develop new ideas.

Download Full CV

What people say about me…

(Right before asking for help)

  • "Matt is a key member of our team and is involved in so many of our key goals. He is consistently providing great support and help to our team. He always goes above and beyond to find creative solutions to any issues or problems.

    Matt does a great job taking ownership of any of his assigned projects and tasks. | appreciate the level of detail and care he takes in making sure he understands what needs to be accomplished."

    Mike Hedin
    Workforce Operations Senior Manager

  • "Matt is such a delightful partner to work with! He is so skilled at asking good questions, breaking things down, investigating, record-keeping, being thorough in his research and replies, and setting expectations.

    The way he uses those skills means | know when to expect an update or reply (even though he usually far exceeds expectations, often replying earlier than expected), and the provided details will be more than | expected, sometimes leading to an even better result than my question alone would have encompassed.

    Strong follow-up is another of Matt's skills - within the last week Matt tagged me to follow up on a question | had forgotten I even asked!

    Matt's partnership makes collaboration feel rewarding and valuable, every time."

    Jessie Harris,
    Customer Experience Manager

  • “Matt’s deep expertise in Zendesk, combined with a clear and strategic approach to system administration, has made every collaboration seamless and productive.

    He’s incredibly organized, communicates requirements with precision, and always ensures that projects are executed efficiently.

    Beyond technical skills, Matt’s also an excellent communicator and a true professional. He’s welcoming to feedback, proactive in addressing potential roadblocks, and quick to adapt when priorities shift.”

    Dustin Kovak
    Senior Software Developer
    Zendesk Consultant

FAQ

  • A. That's not a question, but I agree.

  • A. I live in the Bay Area, California. I grew up in the Midwest and made a daring escape in my 20’s. Spent a few years in LA before deciding it wasn't for me—even though the weather was perfect. Had a brief hyperfixation on moving to Amsterdam before I visited in the winter and had my heart broken over how miserable it is. Finally landed in what I now call my forever home in the Bay (interest rates are crazy y'all).

  • A. I spent the first few (ahem...many) years of my professional career in IT customer support roles, working out of ticketing systems like Zendesk—from Footprints to Freshdesk, Samanage to Spiceworks, and everything in between.

    In 2017, when my team needed a new ticketing system, I took the initiative to research, compare, and ultimately lead the implementation. I landed on Zendesk—a system I had never used before—but it quickly became clear that it was the best fit for our needs. I dove in headfirst, mastering it along the way, and fell in love with it so much that I decided to make a career out of it.

    The rest, as they say, is history.

  • A. I haven’t used them all, but I've used a lot. Facebook's internal tool they called “Tasks" is the best I've ever used, but it's not available to the public. That leaves us with Zendesk as the best system money can buy in my definitely unbiased opinion. ^.^

    What makes a great ticketing system? Ask me in an interview—I promise I'll ramble for an appropriate amount of time.

  • A. As a working Sr. CX Systems Admin, I meet with our Zendesk Account Executive monthly to go over how their newly announced and beta features can help to meet our business goals.

    Additionally, I subscribe to Zendesk's newsletter where they love to toot their own horn on new features, announce guest speakers at their events that have nothing to do with the product or CX in general, and conveniently not talk about pricing—I’m not bitter though.

    Lastly, I have a daily calendar item to review Zendesk’s announcements page, release notes, developer updates, and service notifications.

  • A. AI is the elephant in the room. Leadership sees it. I see it. Customer service agents who are losing their jobs see it.

    The desire for self-service through on-demand chatbots is growing tremenduosly. Human agents simply cannot and will not keep up with this demand. We only have so many working hours in a day, so much budget, and quite frankly—so much patience with customers that can be demanding. The solution to all 3 of these problems is AI and Zendesk has made it very clear that they're going all in.

    Will this entirely replace humans? I hope not—I still need a job! But seriously and gravely, Zendesk and other ticket-handling tools will move to more advanced AI over time that is more useful to customers and easier to manage by businesses to reduce overhead costs and increase support availability.

    My question for you is—Have you considered an AI support strategy? I can help.

  • A. Scroll just a tiny bit further to the contact button. :-D

Have more questions?

Feel free to reach out any time!

Contact