Avid learner and tinkerer with diverse interests ranging from technology and woodworking to outdoor activities like snowboarding and hiking Passionate about music, enjoying both drumming and exploring new genres
Matthew Zalacain
Information Technology Engineer
Dawsonville,GA
Summary
Seasoned and forward-thinking IT professional with a comprehensive 7-year background in system administration, troubleshooting, and customer-centric support. Boasting ITIL v4 certification and specializing in committing to enhancing operational efficiencies and reliability in complex IT environments. Currently deepening technical acumen through dedicated CCNA studies, poised to integrate cutting-edge network technologies and methodologies. The goal is to drive technological innovation and elevate best practices within IT infrastructure, fostering a culture of continuous improvement and excellence. With a proven history of fostering collaborative relationships and a penchant for problem-solving, eager to contribute analytical skills and strategic insights to tackle the challenges of evolving IT landscapes, ultimately propelling organizational growth and digital transformation.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
2
2
Certificates
Work History
Client Support Engineer II
Verinext
03.2021 - Current
- Demonstrated analytical skills in system performance monitoring, incident management, and root cause analysis across multiple ticketing platforms.
- Forged and maintained strategic partnerships with key vendors (Fortinet, Dell, HPE, VMWare) to facilitate seamless hardware support and system stability.
- Spearheaded installation and maintenance of backup agents and CommVault software, significantly enhancing data security and compliance (PCI, HIPAA).
- Streamlined incident response processes, leading to faster resolution times and minimized business impact.
- Assisted in training of new team members, fostering a positive work environment by sharing knowledge and expertise with colleagues.
- Stayed current with industry trends through continuous professional development opportunities, applying new skills to daily tasks as needed.
Service Desk Analyst III
Macys Systems And Technologies
09.2017 - 07.2020
- Provided comprehensive support and incident resolution for desktops, laptops, and mobile devices, and software improving operational efficiency for over 10,000 employees.
- Leveraged Active Directory and specialized tools (PUTTY, Microsoft Teams) for effective user management and remote support.
- Collaborated with external partners (Verizon, NCR) to diagnose and resolve network and POS system issues, ensuring minimal downtime.
- Contributed to major incident management, including system-wide outages, through meticulous escalation and coordination.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
Computer & Mobile Device Technician
Computer Sleuths
06.2015 - 09.2017
- Led four person team in delivering high-quality repair services for diverse ranges of devices, emphasizing data recovery and customer satisfaction.
- Streamlined service processes, from ticketing to POS operations, enhancing overall business efficiency and client relations .
- Cultivated productive working relationships with colleagues from diverse backgrounds, fostering effective teamwork within the organization.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Developed comprehensive documentation for equipment maintenance procedures, increasing efficiency among technicians.
Skills
Advanced troubleshooting and diagnostics
Timeline
Fortinet NSE 1-3 Product Knowledge Certificates
08-2024
ITIL v4 Foundations Certificate
07-2023
Client Support Engineer II
Verinext
03.2021 - Current
Service Desk Analyst III
Macys Systems And Technologies
09.2017 - 07.2020
Computer & Mobile Device Technician
Computer Sleuths
06.2015 - 09.2017
High School Graduate -
Maricopa Community Colleges - Mesa Community College
05.2001 - 01.2008
A.S - Computer Science
Georgia State University Perimeter
Certification
ITIL v4 Foundations Certificate
Interests
Technical Proficiencies
Platforms: Linux, Windows, Cloudian Cloud Services
Tools: CommVault, Cohesity, Logic Monitor, NMAP, Wireshark, Active Directory, ServiceNow, Jira, Confluence, Okta, IPAM, PowerShell, MobaXterm, Salesforce, Solarwinds, IPAM, PowerShell.
Languages: Python
Networking: TCP/IP, Network Configuration, Troubleshooting, OSI Model, Subnetting, Backups
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