Ana Matos
Kissimmee,FL
Summary
Dynamic IT support professional with over 10 years of experience in enterprise help desk environments, skilled in managing and supporting large-scale systems within K-12 organizations. Expertise in troubleshooting software applications and Point of Sale systems, with a proven track record of efficiently resolving technical incidents through ticketing systems and escalation processes. Strong capabilities in end-user support, technical documentation, and effective collaboration with IT teams. Eager to leverage skills in transitioning to an entry-level role in Systems Administration, Cloud Support, or Cybersecurity. Bilingual proficiency in English and Spanish enhances communication and service delivery.
Overview
21
21
years of professional experience
Work History
Help Desk Technology Support Representative
Orange County Public Schools, MCS software
08.2012 - Current
Orange County Public Schools | 2012 – Present
- Provide Tier 1 and Tier 2 technical support for enterprise Food and Nutrition Services systems across a large school district environment
- Support and troubleshoot POS systems and backend applications, including Edison, Franklin, and Newton platforms
- Perform incident management, escalation, and resolution tracking using EasyVista ITSM system
- Support system availability and user access issues across multiple departments
- Collaborate with technical teams to escalate and resolve system outages and recurring issues
- Document system incidents, resolutions, and troubleshooting procedures to improve knowledge base accuracy
- Translate technical issues into user-friendly solutions for non-technical staff
- Maintain high-volume support operations in a fast-paced enterprise environment
Assistant Manager
Sunbelt Credit
Kissimmee, FL
09.2010 - 08.2012
- Managed operational workflows and financial transaction accuracy
- Assisted customers with service-related issues and account support
- Trained employees on procedures and compliance standards
- Developed customer service and operational consistency skills
Branch Manager
Amscot
Kissimmee, FL
06.2005 - 09.2010
- Oversaw branch operations, staffing, and compliance procedures
- Managed loan processing and customer accounts
- Ensured adherence to company policies and regulations
- Developed leadership, operations, and customer service skills
Education
Bachelor of Science - Computer Applications Development
Valencia College
Orlando, FL05.2026
Associate of Science - Information Technology
Valencia College
Orlando, FL05.1999
Skills
- IT Help Desk & Technical Support
- Incident Tracking & Resolution
- System Troubleshooting & Escalation
- EasyVista Ticketing System
- Point of Sale (POS) Systems Support
- Windows Environment Support
- User Support & Training
- Remote Support Tools
- Basic Networking Troubleshooting
- IT Documentation & Reporting
- Customer Service in IT Environment
- Spanish (Fluent)
User Training
Remote Support
Customer Support
Spanish Fluency
Operations Management
Staff Development
Team Leadership
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Help Desk Technology Support Representative
Orange County Public Schools, MCS software
08.2012 - Current
Assistant Manager
Sunbelt Credit
09.2010 - 08.2012
Branch Manager
Amscot
06.2005 - 09.2010
Bachelor of Science - Computer Applications Development
Valencia College
Associate of Science - Information Technology
Valencia College