Open to opportunities

Mathew Cortez

@mathewcortez

IT Support Analyst focused on enterprise incident operations and cybersecurity readiness, troubleshooting POS/kiosk systems and improving resolutions.

United States

Message

What I'm looking for

I’m looking for a role that blends IT support with cybersecurity and incident operations—where I can analyze recurring issues, improve processes with ServiceNow data, coordinate fixes/patches, and grow into incident response and systems analysis.

I’m an IT Support Analyst with enterprise experience troubleshooting incidents across 7,000+ locations, using ServiceNow to document recurring issues and support incident trend analysis. I coordinate hardware replacements and patch rollouts, partnering with vendors and internal stakeholders to keep enterprise systems stable and users supported.

As I complete CompTIA Security+, I’m bringing cybersecurity and incident-response focus into my day-to-day work—turning support logs into actionable improvements, faster resolution cycles, and stronger operational knowledge. I also combine technical troubleshooting with clear technical documentation and process improvement, backed by hands-on systems work in Windows and Linux environments.

Experience

Work history, roles, and key accomplishments

Current

Information Technology Support Analyst

Current

Taco Bell Corporate

Apr 2025 - Present (1 year 3 months)

Provided tier 1 remote IT support for 7,000+ Taco Bell restaurants, troubleshooting daily issues across POS, kiosk, and back-office systems. Documented incident trends in ServiceNow and coordinated vendor escalation for hardware replacements and patch rollouts.

ServiceNow POS systems Kiosks Back Office Systems VNC SSH Microsoft Teams Technical Documentation

Chief of Staff

Cal Poly Pomona - SWIFT

Aug 2023 - May 2025 (1 year 9 months)

Led planning for 10+ cybersecurity and systems-focused technical workshops, including embedded systems, data retention, and incident response. Tracked attendance and event outcomes using Excel and Google Sheets to support planning and executive handoffs.

Workshop Planning Embedded Systems Data Retention Incident Response Excel Google Sheets

Sales Associate

World Market

Jun 2021 - Aug 2023 (2 years 2 months)

Supported daily store operations, product stocking, and shelf organization. Maintained stock counts and restock tracking using handheld devices and helped meet sales floor readiness and cleanliness goals.

Store Operations Handheld Inventory Systems Stock Count Store Readiness Store Cleanliness

Warehouse Associate

YCY Fashion

Nov 2019 - Dec 2019 (1 month)

Logged incoming shipment data and verified product counts against digital inventory sheets using Excel. Processed 1,000+ units in two weeks with 99% accuracy during high-volume order fulfillment.

Excel Shipment Record Keeping Inventory Sheets Order Fulfilment