carlos - IT Support Specialist at City of San Antonio

San Antonio, Texas, United Statesen

Reduced hardware downtime by 30% through efficient replacements at Audi North Park.

Increased productivity by 20% via quarterly IT audits and outdated laptop replacements.

Published on CazVid

Summary

Dedicated IT professional with extensive experience delivering frontline support, hardware upgrades, and system optimization across diverse platforms. Skilled in troubleshooting, device management, and customer satisfaction.

Key Achievements

Enhanced customer satisfaction by resolving 90% of support calls promptly at Fronius USA.
Consistently exceeded service metrics in ticket resolution at City of San Antonio.

Skills

Technical Support & TroubleshootingExpert

Proficient in diagnosing and resolving issues across Windows, macOS, and Linux platforms, ensuring minimal downtime.

Network Protocols (TCP/IP, HTTP)Advanced

Strong understanding of network fundamentals for effective troubleshooting and network setup.

Device & Endpoint Management (MDM/Endpoint Deployment)Advanced

Experienced in deploying and managing devices using Microsoft Intune, Azure, and Apple Business Manager.

Customer Service & User TrainingIntermediate

Skilled in delivering technical training and documentation to end-users and support teams.

Metrics & Process OptimizationIntermediate

Focused on enhancing service delivery metrics through process improvements and effective ticket management.

Experience

Onsite Support Specialist

CIty of San Antonio

2022 - Present

Delivered frontline IT support across Windows 10/11, macOS (all versions), and Linux systems.. Managed Remedy ticketing system with high closure rates and exceeded service metrics.. Operated in Microsoft Azure and Intune for device compliance, deployments, and user policies.. Used Apple Business Manager (ABM) for MDM to streamline onboarding.. Trained new hires and team members, improving team onboarding efficiency.

Technologist

Audi North Park

2019 - 2022

Replaced hardware for executive systems, reducing downtime by 30%.. Performed quarterly audits and replaced outdated laptops, increasing productivity by 20%.. Led training for IT staff on ticket resolution processes.. Resolved CarPlay, Android Auto, and Windows issues for 500+ customers with 90% satisfaction rate.

IT Support

Fronius USA

2021 - 2021

Handled 100% of customer inquiries regarding solar panels using advanced troubleshooting.. Reduced service call wait times by 20% by improving diagnostics.. Took 50+ daily support calls with 90% satisfaction and 20% increase in repeat business.