Cormac Mattimoe
Summary
I am a dedicated technical support engineer skilled in developing effective troubleshooting procedures, working with cross-functional teams to improve product reliability, and addressing challenging technical problems. I'm excited to use my problem-solving abilities and dedication to ongoing development in my future position to further technical excellence.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
Kaseya
11.2023 - Current
- Record support activities in a Help Desk ticketing system and follow up within Customer Service Level Agreement targets.
- Achieved a 15% increase in customer satisfaction and over 95% of customer technical issues were successfully fixed within the first contact, exceeding the company's 90% goal.
- Identified and fixed recurrent software faults in conjunction with the product development team, which resulted in a 25% drop in customer-reported problems and enhanced product stability.
- Continuously train on new and upcoming Kaseya products to ensure the highest level of technical support.
- Provide Technical Support via Telephone, Remote meetings, and Email.
IT Helpdesk Support Engineer
EirEvo
10.2021 - 11.2022
- Remote Monitoring and Management support and configuration of customer’s infrastructure. Application troubleshooting and support.
- Implemented remote troubleshooting techniques to solve common software and hardware issues.
- Served as primary point of contact for support relating to owned solutions and products.
Application Developer Intern
EirEvo
01.2019 - 08.2019
- I used Microsoft PowerApps (low code no code application) to create a new internal brain storming solution.
- Created User Adoption Portals in html and CSS.
Hospital Attendant
HSE
05.2017 - 04.2023
- Responsible for the safe transportation of patientsthroughout the hospital.
Education
Bachelor of Science - Information Technology
Technological University Dublin
Dublin, Ireland05.2016
Skills
- Technical Troubleshooting and Problem Solving
- Team Leadership and Management
- Customer Support and Satisfaction
- Training and Development
- Efficiency Improvement
- Knowledge Base Development
- Understanding of hardware and software systems
- Languages - HTML, Java ,C , MySQL and Python
- Programs - GitHub and Firebase
- Cloud services
- Hardware Repair
- Analytical and critical thinking
Projects
Hospital Management System - Final Year Project
- Full stack hospital bed management system using Firebase, external APIs, Firebase Security, MP Android Charts and Android Studio.
- The application was developed to improve the current experience of bed management in a hospital.
- Radically transformed the process of admitting a patient and allocation of a patient to an appropriate bed.
- Implemented automated testing with up to 85% code coverage.
Student Database
- Created a user layout to which the data is inputted.
- An interactive Java, MySQL application to administer student information.
Housing Database
- Java Swing Application to manage a property portfolio.
Work Experience App
- This application came first in the Student Enterprise awards.
- Facilitates students getting work experience in the community.
- Created logo, layout, colour scheme, and overall design.
- Developed a business model for this company.
- Secured funding from the local businesses.
Hobbies/Interests
Active member of the local GAA, tennis, golf, and swimming club.
Timeline
Technical Support Engineer
Kaseya
11.2023 - Current
IT Helpdesk Support Engineer
EirEvo
10.2021 - 11.2022
Application Developer Intern
EirEvo
01.2019 - 08.2019
Hospital Attendant
HSE
05.2017 - 04.2023
Bachelor of Science - Information Technology
Technological University Dublin
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