mateo cardona
@mateocardona
IT Analyst delivering reliable first-level support and SLA-driven IT service delivery.
PolandWhat I'm looking for
I am an IT Analyst with international experience delivering first-level support for global organizations. I specialize in troubleshooting, incident management, and IT service delivery while meeting SLA targets.
I have hands-on experience across Windows environments, Active Directory, VPN and major ITSM tools like ServiceNow, Jira and RemedyForce, and I maintain accurate documentation and knowledge-base articles to speed resolution. My background includes roles in high-volume service desks where I consistently achieved high first-contact resolution and adhered to SLA metrics.
Bilingual in English and Spanish, I am adaptable, customer-focused, and eager to grow into higher-level support or operations roles within multicultural teams.
Experience
Work history, roles, and key accomplishments
HCIT Analyst
HCLTech
Nov 2023 - May 2025 (1 year 6 months)
Delivered first-level IT support to global end-users, resolving incidents within SLA timelines and managing Active Directory tasks while maintaining knowledge base documentation to streamline resolution.
LTOperations Technical Support 1
Lumen Technologies
Apr 2023 - Oct 2023 (6 months)
Provided first-level IT support for enterprise users in a high-volume service desk, resolving system access, connectivity, and application incidents while meeting SLA targets and high first-contact resolution rates.
Customer Service Representative
Transcosmos SAS
Jan 2022 - Jun 2022 (5 months)
Assisted customers via phone and digital channels, achieving strong satisfaction scores by resolving inquiries efficiently within SLA-driven processes.
Education
Degrees, certifications, and relevant coursework
Poznan University of Technology
Bachelor of Engineering Management, Engineering Management
2021 - 2025
Studied Engineering Management at Poznan University of Technology from 2021 to 2025.
Tech stack
Software and tools used professionally
Availability
Location
Poland
ColombiaJob categories
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