Mateo Cardona
It Analyst
Perfil profesional
IT Analyst with 2+ years of experience in Level 1 technical support . Skilled in troubleshooting Windows , Office 365 , VPN , Active Directory , and using ticketing systems like Jira and ServiceNow . Strong customer service focus
Experiencia laboral
Provided Level 1 technical support to global users, troubleshooting Windows, Office 365, VPN, and remote access. Managed Active Directory accounts, logged and tracked tickets using Jira, ServiceNow, and RemedyForce.
Logro principalResolved 95% of incidents within SLA, expert in troubleshooting hardware, software, and network issues. Managed Active Directory, used Jira, ServiceNow, and RemedyForce for ticketing.
Provided Level 1 help desk support, resolved incidents related to system access, connectivity, and applications. Used chat, phone, and remote sessions for support.
Logro principalAchieved 90% first-contact resolution, resolved system access, connectivity, and application incidents. Delivered customer service and escalated complex issues.
Assisted customers via phone and digital channels, supported incident and request management in SLA-driven environment.
Logro principalMaintained high customer satisfaction scores, developed communication and problem-solving skills.
Formación académica
Poznan university of technology | Profesional
