Looking for a job

ignacio ramirez matus

@ignacioramirezmatus

Message

I resolve access, account, and customer issues across enterprise support platforms.

Chile

Message

What I'm looking for

I'm looking to continue supporting users and customers with account access, identity, software, and payment issues in a role where I can troubleshoot, own cases, communicate clearly, and contribute to support processes and knowledge bases.

At Calian Group, I provided Level 1 help desk support for employees, resolving access, software, account, password, and MFA issues through calls and Microsoft Teams. I also supported the company-wide migration from Okta to Microsoft Entra ID and helped reduce Level 1 and Level 2 ticket backlogs by nearly half in my first month.

Previously at Foundever, I supported Scalapay customers in English and Spanish, helping reduce the identity-verification backlog by 70% in one month. My five years in ICU care, including two on the COVID-19 frontline, shaped how I communicate clearly and stay calm when issues are urgent.

Experience

Work history, roles, and key accomplishments

Help Desk Analyst, Frontline Team

Calian Group

Apr 2025 - Aug 2026 (1 year 4 months)

Provided Level 1 support to employees via calls and Microsoft Teams, resolving access, software, and account issues while creating Jira tickets. Assisted with Okta to Microsoft Entra ID migration, MFA setup, and knowledge base creation.

Jira Microsoft Teams Microsoft Intune Microsoft Entra ID Okta Confluence Level 1 Support Troubleshooting MFA support Knowledge Base Creation

Technical Customer Support Specialist

Foundever

Jan 2023 - Dec 2024 (1 year 11 months)

Provided bilingual Tier 1 support for Scalapay and Radisson Hotels, handling payments, account issues, and reservations via phone and email. Managed cases in Zendesk and performed identity verification checks.

Zendesk SAP SAP Fiori Bilingual Support Identity Verification Customer Support Ticketing Phone Support Email Support

Receptionist

Praia do Canal Nature Resort

Jan 2022 - Dec 2023 (1 year 11 months)

Assisted guests with reservations, payments, check-ins, and check-outs, and resolved guest issues while maintaining a positive experience.

Customer Service Reservations Phone Support Problem Solving

Registered Nurse, Intensive Care Unit

Healthcare Sector

Jan 2016 - Dec 2021 (5 years 11 months)

Provided direct ICU care and communicated clearly with medical teams, patients, and families. Worked on the COVID-19 frontline for two years, following strict safety procedures.

Critical Care Communication Skills Emergency Response Patient Care