Martin Matus jr Senior Technical Support Engineer @ Consensys | Information

Senior Technical Support Engineer

Consensys

Jul 2024 - Nov 2024 (5 months)

Subject Matter Expert | Product Analyst | Technical Leader With expertise in managing and optimizing three distinct revenue-generating products, I bridge technical precision with strategic insights. My role centers around fostering strong relationships with Product Managers and cross-functional teams to report key issues and identify emerging trends. By leveraging data-driven analysis, I provide actionable insights that drive product evolution and success. Key Responsibilities & Achievements: Data-Driven Product Reporting: Skilled in analyzing and communicating product issues, trends, and ongoing insights to stakeholders, enabling proactive decision-making and enhancing user experience. Incident Management Leader: Successfully manage and

Technical Support Engineer

Consensys

Jan 2022 - Jul 2024 (2 years 7 months)

Established as a Subject Matter Expert for Metamask, overseeing the tracking and dissemination of crucial information related to releases, issues, rollout stages, new features, bug fixes, and the stability of new releases, incorporating valuable user feedback. - Systematically tracked bugs, workarounds, volume, and impact, supplying insightful data to the product team for more effective issue prioritization. - Engaged in knowledge transfer initiatives, contributing to training efforts and creating predefined content and documentation for the technical support engineering team and other stakeholders. - Consistently assisted, created, and enhanced processes, showcasing a commitment to operational efficiency. - Conducted extensive research and

Incident Management Specialist

Accruent

May 2019 - Mar 2020 (11 months)

Accruent develop and provide real estate and facilities management software solutions to Fortune 500 organisations in the United States and internationally. Currently responsible for driving restoration of service for our customers as a result of any high impacting major incidents worldwide across our various products. Requiring frequent cross departmental and international communication as well as the ability to operate and collaborate under pressure in a very fast-paced environment. Managing high severity major incidents through to resolution, providing business impact and progress updates to key stakeholders and customers with the aim of restoring service as quickly and safely as possible ensuring minimal disruption to our customers.

DTOC Analyst (Disney Technology Operation Center)

The Walt Disney Company

Sep 2018 - Mar 2019 (7 months)

• Part of an Operation Center which services technology-based major incident management for critical business lines, while working to minimize threats to Disney’s legal, financial, regulatory or brand health. The Disney Technology Operations Center (DTOC) is a 24x7x365 critical services operation center serving as the central hub for the orchestration of service availability, with primary focus to rapidly respond to, correlate for, and reduce impact of outages. We are accountable for identifying and facilitating the resolution of service impacting events, and collaborating with other technology teams to prevent future impact through proactive event management, incident and problem analysis. • Drives the execution of the major incident proc

Cloud Application Engineer II

Ultimate Software

Jul 2016 - Jun 2018 (2 years)

• Upgrade a variety of servers for specific clients • Automate processes with scripts using PowerShell, Batch, & C#. • SaaS Deployment & configuration of servers - UltiPro & Ultipro.com • Train new hires in the procedures & steps of SaaS deployment • Train & teach new hires with automation process / automating • SQL 2012/2016, Virtual Servers, F5, Troubleshooting servers • Assisting NOC with automation & communication of SaaS • On-call emergency deployments for SaaS • Work with a variety of teams, IaaS, PaaS, SQL, DBA’s, NOC, DevOps, etc.

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IT Support Specialist

Sunrise Community Inc

Jun 2015 - Jun 2016 (1 year 1 month)

• Support of users e-mails/accounts/passwords Active Directory • Troubleshoot company mobile devices – cellphones and tablets – iOS and Android Based • Diagnose PC of viruses and removal • Upgrade XP machines to Windows 7, Downgrade machines to Windows 7 from Windows 10 • Troubleshoot over the phone

Network Services Technician Coordinator - North Campus

Miami Dade College

Aug 2014 - Mar 2015 (8 months)

• Supports the operations of academic labs and administrative computing • Supports multi-platform operating systems such as Windows, Mac OS x and Linux • Troubleshoots and resolves computer-related desktop and application issues • Serves as liaison to academic and/or administrative departments in researching and implementing technology solutions that best fits their needs and the needs of the Campus • Installs and maintains computer, printers, applications and other computing peripherals • Performs preventive hardware and software maintenance • Maintains accurate inventory of all hardware and software peripherals • Researches new technology for possible adoption • Trains and supervises other technical personnel • Assists in supervising vari

Tutor/Lab Technician

Miami Dade College

May 2010 - Aug 2014 (4 years 4 months)

•Assisting students with basic information on Microsoft operating system. I.E. - Microsoft Office (Excel, Power-point, Access, Word). •Maintaining of over 300 computers. Maintenance, hardware, software, networking, troubleshooting. • Serve as a role model, motivate students, and assist with their academic needs • Attend tutor trainings and monitor students’ progress • Guide students to use the educational software at the labs • Complete tutoring reports • Check electronic classrooms • Repair malfunctioning computers for Faculty, Staff, and Students • Configures and maintains peripheral devices • Troubleshoots and resolves hardware and software problems • Installs and maintains software to prevent unauthorized ones • Performs other duties a

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Computer Technician

Self Service Computer Repair

Mar 2009 - Current (17 years 6 months)

Repairing Computers Software Upgrades Hardware Upgrades Troubleshooting Reformatting OS Install Driver Install/Updates Cleaning Computers Hardware/Software Debugging Virus Scanning & Removal Ghosting Backup Information Retrieval

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Cashier

Winn Dixie Stores

May 2007 - May 2008 (1 year 1 month)

• Provide excellent customer service and operate cash register • Increase sales volume and prevent loss of merchandise • Maintain stock room and restock floor • Greet, assist, and thank all the customers in a prompt, courteous, and friendly manner. • Able to identify different products from the various departments.

Martin Matus jr

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