Mateo Botero Arcila

Mateo Botero Arcila

About

Detail

British Columbia, Canada
Contact Mateo regarding: 
work
Full-time jobs
Starting at CAD80k/year ~USD58.4k/year
Flexible work
Starting at CAD40/hour ~USD29.2/hour
groups
Networking

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • A
    Product Support Specialist
    AW Food Services of Canada Inc
    Nov 2023 - Current (2 years 6 months)
    Responsible for oversight of Compugen (External helpdesk) L1 support, including the implementation and optimization of support processes, communication and implementation of training materials and acting as a L2 resource to vendors for issues as needed. Responsible for troubleshooting, resolving escalated issues and vendor escalations when needed to help drive quick resolution. Responsible for assisting with Restaurant Technology initiatives and projects as needed. Develop excellent working relationships with the Operations team, as well as Franchisees and operators, to gain understanding of their business and support needs at restaurants. Provide input regarding common issues/incident root cause analysis in order to reduce the number of
  • T
    TIER 2 TECHNICAL SUPPORT SPECIALIST
    TOMDOTCOM Consulting Inc
    Jul 2023 - Nov 2023 (5 months)
    Being an escalation point for support and network incidents and requests from the helpdesk ticketing system. Microsoft environment support and troubleshooting of desktops, laptops, mobile devices, printers and servers. Support various types of clients with small single office networks to multi network, cross country networks. Use help desk software (ConnectWise) to manage service tickets, track time, and document work performed. Windows server 2008R2 to 2016 active directory, file folder security, and group policy management. Support the TOMDOTCOM server admin with server hardware and software tasks and projects such as configuring and setting up new Firewalls and Network switches. Managing and Maintaining the Acronis Cyber Protect tenant f
  • S
    Help Desk Specialist
    Swim Recruiting
    Mar 2023 - Jul 2023 (5 months)
    Configure and install the appropriate hardware/software/access for the corporate employees, assist in the onboarding of new employees according to company standards. Perform IT offboarding tasks, wiping devices, revoking access and accurately updating software licenses and asset management records. Administer IT systems, such as single-sign on platforms like Okta, SaaS platforms such as Google Cloud/Google Workspace, Active Directory, locally-installed software, VPN, etc.. Work with Home Office Operations teams to maintain LMS (Learning Management System) for IT onboarding and offboarding. Monitor IT service desk tickets and troubleshoot, assign and escalate support issues to resolution while keeping the history of common issues/incidents,
  • Twilio
    IT Support Specialist
    Twilio
    May 2022 - Mar 2023 (11 months)
    Provide IT support to Windows and Mac OS users by chat, email, ticketing system (Service Now) and zoom while participating in the creation and management of user accounts using applications such as Active Directory, LDAP and Okta. Manage internal tools and permissions. Manage the encryption of new devices by using tools such as JAMF and Bitlocker. Being an escalation point for IT interns while providing the proper training and guidance during their time at the company. Manage the Onboarding and Offboarding of employees. Assist in the management and creation of the internal documentation for the guides and tools used by the IT team and end users. Managed to be a top performer within the IT team exceeding team SLAs and task fulfillment.
  • Keywords Studios
    TECHNICAL DEVELOPMENT SUPPORT 3
    Keywords Studios
    Nov 2021 - May 2022 (7 months)
    Provide level 2 IT support to users by chat, email and ticketing system (Service Now). Image and setup the new and existing workstations for the QV Teams, while maintaining the asset inventory and managing that everything works according to standard. Manage the permission and account creation for new and existing hires for the Quality Verification team. Provide support to the development and test gaming consoles by troubleshooting, updating firmware and being part of the RMA process when needed.
  • Keywords Studios
    TECHNICAL DEVELOPMENT SUPPORT 2
    Keywords Studios
    Nov 2020 - Nov 2021 (1 year 1 month)
    Provide level 1 and level 2 IT support to users by chat, email and ticketing system (Service Now). Receiving, storing and installing computer hardware, gaming consoles and peripheral equipment in an organized fashion while managing the asset information, inventory and the documentation of the different QV teams. Provide support to the development and test gaming consoles by troubleshooting, updating firmware and being part of the RMA process when needed.