Kevin Muller

Experience

• 

  Gobierno de la Ciudad de Buenos Aires

  Aug 2018 - Dec 2018

  Pasante

  AGIP Sede Cochabamba

• 

  Banelco

  Jan 2021 - Jul 2021

  Servicio de atención al cliente

  Departamento de Denuncias, consulta y escritura en sistema de base de datos. Brindado de soluciones.

• 

  INDICOM S.A.

  Jul 2021 - Nov 2021

  Técnico de soporte de TI

  Soporte técnico para la cuenta Telecentro

• 

  Kopius, Inc.

  Dec 2021 - May 2024

  Tareas iniciales:-Soporte nivel 1 a usuarios finales-Alta, baja, modificación de usuarios y licenciasPreparación de equipos (múltiples sistemas operativos)-Coordinación de entrega y retiro de equipamiento-Seguimiento-Control de inventario

  • System Administrator

    Jun 2023 - May 2024

  • IT Analyst

    Dec 2021 - Jun 2023
• 

  Apollo.io

  May 2024 - now

  Serve as the escalation point for complex technical issues, ensuring timely and effective resolution in alignment with SLAs.Lead the administration, configuration, and continuous improvement of Jira projects, including workflow design, field customization, permission schemes, and automations.Collaborate with internal teams—including Legal and People—to design and implement tailored Jira solutions that support operational efficiency and visibility.Manage and enhance integrations between Jira and Slack to improve communication, alerting, and team collaboration.Identify and drive improvements in internal Jira-related processes, ensuring best practices are followed and evolving team needs are met.Provide expert-level support and training for Jira users across the organization, acting as the go-to resource for configuration, usage, and troubleshooting.Maintain ownership of user support requests, resolving technical issues and ensuring a positive end-user experience.Document technical configurations, process changes, and support resolutions to build internal knowledge and promote self-service.Handle access management across systems, including onboarding, role updates, and offboarding, ensuring proper permissions and compliance.Support broader IT operations as needed, including diagnosing and resolving hardware, software, and network issues.Maintain accurate and up-to-date records of IT assets, licenses, and configurations to support operational continuity and compliance. Show less Install, configure, and provide support for computer systems, including hardware and software componentsTake ownership of user support requests by using IT support tools and effectively managing and resolving issuesDiagnose and troubleshoot software, networking, and hardware issues, identifying root causes and implementing solutionsProvide technical support remotely via remote access or collaboration systems to ensure the timely resolution of IT problemsRepair hardware malfunctions, address software issues, and resolve networking problems to minimize downtime and optimize system performanceMaintain strong internal relationships with colleagues and users, delivering exceptional customer service and ensuring user satisfactionHandle onboarding, updating, and offboarding of user accounts, managing access rights and permissionsFacilitate asset purchasing and arrange logistics for new hires and departing employeesPropose enhancements to processes, platforms, and information security measures to improve efficiency and effectivenessMaintain accurate inventory records of hardware, software licenses, and other IT assets, ensuring timely updates and documentation Show less

  • IT Analyst II

    Apr 2025 - now

  • IT Analyst

    May 2024 - Apr 2025