Help Desk It Support

Nelson Machado

Email: *******.*****@*****.***

linkedin.com/in/nelson-machado-839279b0

Phone: 416-***-****

Professional Experience:

Instaclick Inc.

Jr. Operations Analyst

Feb 2022 - July 2025

Liaison between internal teams, and external clients to establish online transactional related connections/issues.

Assist with Management of merchant accounts.

followed up with, and implementation of security and fraud services/practices to ensure business follows regulations. (Verify, RDR, VAMP, Ethoca, 3DS)

provided analysis of fraud reports to upper management for business review.

Kept up to date on all new mandates, and regulations from all card schemes.

Establish, and maintain good relationships with Acquirers, Gateway providers, and Issuers.

Tracked and managed tasks using Jira cloud

Instaclick Inc.

Email Operations Analyst

June 2017 - Jan 2022

Maintenance of all Business Email services internal, and external including site level.

Email Analysis of transactional, marketing, personal, and system messages.

Management of reputations based components IP/Domain to Email provider for maximized delivery performance.

Help with business decisions, team recruitment/training, and support.

Management of complaints, and maintenance of compliance to meet all regional government regulations; email services are worldwide.

Assisted in recommendation of changes for improvement of back end system tools to make applications most efficient.

Attended weekly update meetings, provided summary of system performance, and duties assigned to department.

Tracked and managed tasks using Jira

Mobile Klinik

Dual Store Manager

December 2016 - June 2017

Performed all shop managerial tasks to best of ability, hiring, training, stock management, payroll.

Maintained high brand reputation, and professionalism for both stores.

Became first manager to turn a profit on initial investment in shortest time.

Started, and maintained repeat clientele running accounts with follow up for balance payment.

Mobile Repair Technician

May 2016 - November 2016

Learned, and performed repair or replacement of all mobile device components.

Sustained business rule of repairs completed in an hour.

Processed under warranty repairs for Samsung devices; strict repair procedures with specialized tools to ensure brand quality results.

Attended regular trainings for new products to be able to provide complete service to all clients.

Independent IT Contractor

Sole Practitioner Law Office

February 2015 – June 2015

Was responsible for entire conversion of office network from Windows to Mac environment.

Setup and configured Mac server with user accounts, configured routing services, customized user access, print and shared database access, complete database, and workstation backup schedule, backup, and migration of complete saved email database for different users.

Setup and configured all workstations, including 2 remaining Windows workstations to new network.

Acted as on call tech support for office after completion of network change until users were comfortable taking care of new network configuration.

Instaclick Inc.

Helpdesk, Systems Department.

April 2011 - December 2014

Managed/maintained all office equipment for all hardware and software issues; audio visual, PC, all mobile devices, printing, database/file sharing, phone, wiring...

Managed employee access to network tools and services including Email, shared resources, website, and internal/external services access.

Responsible for keeping track of inventory of all office equipment, and application/service licensing.

Gained experience and managed Mac OSX server and workstation, Active Directory, Windows all versions, VOIP, Wireless connection through networks for boardroom and general office visual aids.

Assisted in planning and implementation of network/security layout configuration, and maintenance.

Provided recommendations, and implemented technical solutions to all user needs.

Maintained solid reputation for personal, and department wide ability.

Assisted in evaluation of company wide needs, and budget figures for future planning.

Education:

CDI College/Toronto School of Business

College Diploma, Network & Internet Support Specialist

2003 -2004

Completed with Honours

References Available.

Contact this candidate