Matias C.

Experience

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  Apex a SYKES Company

  Aug 2004 - May 2008

  Perform 2nd level telephony systems support for all the accounts and sectors of the company. Analyze and monitor the system’s needs, features and performance. Implement upgrades and updates defined by the Management, the clients or the Sykes headquarters. Perform the ACD and reporting system maintenance. Administer the resources stock, and provide a forecast of new needs, staying ahead of predictable changes. Collect information of incidents from IT Support and Coordinators to elaborate a solution and accompanying documentation and communication. Generate contact with current and new providers. Coordinate with internal and external providers and other IT areas all tasks related to installations and implementations. Elaborate and keep available and up-to-date all corresponding documentation on systems and implementations. Elaborate and present incident and deviation reports. Propose the needs of telephony resources, implementation of best practices, procedures and providers. Show less Provide technical support to the daily operation, both on hardware and software. Foresee operation needs, and perform the necessary preventive actions (equipment purchase orders, consumables, repairs, etc.). Maintain in optimal state the equipment used by the operation, and perform preventive and corrective actions to achieve it. Propose and implement control systems to evidence deviations. Assist users in the use of technology. Communicate and keep up to date all documentation regarding the technological operation of the account. Coordinate with the Management all tasks of administration and infrastructure. Show less

  • Telephony Administrator

    Feb 2007 - May 2008

  • Senior IT Support

    Aug 2004 - Feb 2007
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  JPC Software

  May 2008 - Dec 2011

  Technical Support Analyst

  Perform 2nd level technical support for BMC Software’s customers on the AR System Server platform and the ITSM applications suite. Provide assistance on installation, configuration, troubleshooting and development processes. Guide customers on plans of action, equipment sizing, deployment planning, and quality and acceptance testing both for custom internal applications and for the ITSM applications. Provide ITIL adherence guidance for customers’ internal IT processes, allowing them to reach, if needed, a compromise between ITIL-based applications (ITSM, Service Desk) and current company processes. Show less

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  BMC Software

  May 2008 - Dec 2011

  Technical Support Analyst

  Perform 2nd level technical support for BMC Software’s customers on the AR System Server platform and the ITSM applications suite. Provide assistance on installation, configuration, troubleshooting and development processes. Guide customers on plans of action, equipment sizing, deployment planning, and quality and acceptance testing both for custom internal applications and for the ITSM applications. Provide ITIL adherence guidance for customers’ internal IT processes, allowing them to reach, if needed, a compromise between ITIL-based applications (ITSM, Service Desk) and current company processes. Show less

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  Xerox

  Dec 2011 - Jul 2012

  Workplace Services Technician

  Manage the Cordoba Worplace Services team, tracking asset inventory, phone and devices provisioning, and providing support to end users on their daily operation.

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  CEDI Consulting SRL

  Jul 2012 - Apr 2019

  Provide the sales team with technical and design capabilities in order to identify potential sales opportunities, survey client needs and design and size the offers made to the clients accordingly. Provide 2nd and 3rd level support to the client, by managing the client's Microsoft infrastructure (Active Directory, Exchange, etc), the related services, and other vendors applications on the network (Symantec, CheckPoint, Cisco, and others).

  • Presales Engineer

    Mar 2016 - Apr 2019

  • IT Support & Outsourcing

    Jul 2012 - Mar 2016
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  Glencore

  May 2019 - now

  Server Engineer