Open to opportunities

MATTEO NELLI

@matteonelli

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Technical Support Specialist focused on IBM servers, storage, and rapid incident resolution for enterprise customers.

Canada

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What I'm looking for

I’m looking for a technical support role—ideally remote—where I can own server/storage incidents, monitor systems, troubleshoot using logs, and drive strong customer satisfaction while growing into deeper second-level support.

I’m a Remote Technical Support Specialist with a strong focus on IBM Power/Server Storage support, solving complex system and hardware issues for “middle and big business” environments. I’ve worked across permanent and contract roles, including Technical Specialist work at the Kawartha Pine Ridge District School Board and IBM Technical Support work where I handled monitoring, calls, and fast troubleshooting.

At IBM, I supported low-to-high range IBM SERIES 5–9 servers, investigated server logs, and designed action plans aligned to customer business needs. I’ve also contributed to customer satisfaction—exceeded 80%—and earned impact through timely resolution (within 4 hours) and sales enablement (proposed and increased sales by 10% for maintenance contracts, with identified cross-selling opportunities). I bring a customer-service mindset from earlier support roles and back it with practical technical skills across AS-400, AIX, and VIOS, plus storage-focused experience.

Experience

Work history, roles, and key accomplishments

Current

Technical Specialist

Current

Kawartha Pine Ridge District School Board

Aug 2023 - Present (3 years 2 months)

Provided technical support as a Technical Specialist for Kawartha Pine Ridge District School Board.

Walmart

Mar 2022 - Dec 2023 (1 year 9 months)

Worked a contract full-time role at Walmart in Peterborough, Ontario, Canada.

Technical Support Technician

Kawarta pine district school board

Sep 2022 - Aug 2023 (11 months)

Worked as Technical Support Technician at Kawarta pine district school board.

Technical Support Technician

Kawartha Pine Ridge District School Board

Sep 2022 - Aug 2023 (11 months)

Provided technical support as a Technical Support Technician for Kawartha Pine Ridge District School Board.

Data Steward

Veeva Systems

Jul 2021 - Apr 2022 (9 months)

Worked as a Data Steward for Veeva Systems on a freelance basis.

Volunteer Staff

nelson house

Dec 2020 - Jan 2021 (1 month)

Activity of Patrol car in night shift for Covid Response Team in Nelson House ( MB) , activity of monitoring and curfew control .

COVID Response Monitoring Curfew Control

Technical Support Specialist

IBM

Apr 2016 - Oct 2020 (4 years 6 months)

• Technical Support Representative for IBM solve hardware issue for middle and big business
• Hardware Support for Server IBM SERIES 5-6-7-8-9 (low, medium, high range server)
• Monitoring and taking calls and exceeded customer satisfaction at 80%
• Resolved complex system, hardware and telephone issues within 4 hours.
• Fixed in a timely manner hardware issues by conducting investigation of serve

Technical Support AS 400 IBM AIX IBM VIOS hardware troubleshooting Customer Support Second Level Support

Customer Service

Sitel

Aug 2014 - Mar 2016 (1 year 7 months)

Customer support for Groupon , support customer that they have issue with Coupon , issue with the website Groupon ( account , refound ) , support customer that they issue with delivery goods and service support customer with travel and Hotel in Groupon

Customer Support Groupon Account Support Refunds Delivery Support Travel Support