Desktop Support Technical

Nelson Machado

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

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

Phone (Mobile): 416-***-****

Professional Summary

Corporate office analyst with experience managing projects, generating reports for analysis, and organizing/heading discussion with different teams to maintain/improve results. 10+ years experience in IT Desktop Support providing technical support, systems administration, and end-user troubleshooting across Windows and macOS environments. Onboarding and offboarding of employee hardware, and access. Experience with complete office hardware, and software management including inventory, recommendation/planning for new equipment based on user or application requirements. Hardware and software support/repair including mobile devices. Able to communicate professionally with all types, and skill level of users to overcome issues or train on tolls/resources/applications. Known for excellent problem solving, and user focused skills; Professional, friendly, approachable, knowledgeable. Creation/revision of training documentation or update knowledge base. Quick learner who is comfortable adapting to new changes, environments, rules/regulations, requirements...etc as needed.

Technical Skills

Operating Systems: Legacy+ Windows 7/10/11, macOS, Linux

Support Tools: Mac Server, Active Directory, Jira(Server/Cloud), Remote Desktop, VPN, VOIP, Microsoft 365, Google Workspace, IoT, connected Smart devices, and integration of mixed platform devices.

Networking: TCP/IP, DNS, DHCP, LAN/WAN, VPN, Routers, Switches, Wireless Networks.

Email Systems: Exchange, Outlook, SMTP, SPF/DKIM/DMARC.

Hardware: PC/Laptop repairs, Printers, AV Systems, Mobile Devices (Apple/Android)

Other: Project Management, Ticketing Systems, Inventory Management, Technical Documentation, HTML, SQL, Data recovery, backup and Restoration/migration over same or different OS.

Professional Experience

Instaclick Inc.

Jr. Operations Analyst (Online CC processing)

Feb 2022 - July 2025

•Created and Managed tasks, and projects using Jira cloud, Plan organize and head meetings.

•Produce, collect, and share performance and issue reports to upper management, and team members.

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

•Assist with Management of merchant accounts.

•Monitor/maintenance and implementation of security fraud services/practices to ensure business follows regulations. (Verify, RDR, VAMP, Ethoca, 3DS).

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

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

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 highest delivery success ratio.

•Assisted with business decisions, team recruitment/training, and support.

•Management of complaints, and maintenance of compliance to meet all regional government regulations; local, and global.

•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.

•Created, Tracked, and managed tasks using Jira

Mobile Klinik

Dual Store Manager

December 2016 - June 2017

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

•Maintained high brand reputation, and professionalism for both stores.

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

•Started, and maintained repeat clientele with account/balance management.

Mobile Klinik

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 training 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 the entire conversion of the 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 workstation backup and migration from old to new OS,

•Scheduled backups, migration of complete saved email database for different users.

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

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

Instaclick Inc.

Helpdesk Support

April 2011 - December 2014

•Supported office of 100+ employees in a team of 2

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

•Managed employee access to network tools, and services including Email, shared resources, website, 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 companywide 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 upon request

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