Desktop Support Specialist
Resume:
Carlos Perez
Midvale, Utah
********@*****.***
www.linkedin.com/in/carlos-perez-gonzalez-5529a770 Seasoned and reliable Computer Technician with over 30 years of experience, strong technical background, and excellent client service record. Proficient at researching and resolving complex technical concepts and processes to clients and non-technical staff in a clear and understandable manner. Able to multitask effectively and bring several simultaneous installation and repair projects to completion with full accuracy and efficiency.
Experience
10/15/2021 – 07/02/2025
Deskside Support IT Manager US Territory / Coforge at R1 RCM Murray, UT
Responsible for ticketing system queues, time, and manpower management at 1 local office, 4 remote locations and Overseas remote team (total of 25 agents). Develop plans to improve productivity and training. Serve as liaison between end customer, technicians and CoForge. Create queries and reports from various systems to facilitate data analysis for other teams and upper management. Develop and implement projects related to end user support. Create, review and maintain standard operation procedures. Work with other specialized IT teams (Level 3) to improve processes and provide efficient resolutions for different computer related problems. Prepare and conduct interviews for new team members. Lead IT team meetings to set goals. Evaluate IT employees' performance and provide Performance Improvement Plans if required. Asset management: Inventory, mobile device management, lifecycle. 08/28/2020 – 10/15/21
Deskside Support Technician / Coforge at R1 RCM
West Valley City, UT
Responsible for trouble tickets and service requests regarding IT issues via phone, chat, email, and other sources of communication. Asset inventory. Prepare computer equipment for new hires. Coordinate and manage local manpower effectively.
01/06/20 – 06/12/20
Senior Help Desk Analyst / ConsultNet at EnerBank, USA Salt Lake City, UT
Responsible for trouble tickets and service requests regarding IT issues via phone, chat, email, and other sources of communication. Asset inventory. Collaborated on phone system deployment. Prepared computer equipment for new hires.
04/29/16 – 01/03/20
Field Support Engineer / Wasatch IT – Dedicated Customer Assigned: Community Health Centers of Utah, Inc.
Murray, UT
Responsible for all onsite service and support needs including networking, and telephony related to workstations, servers, printers, and vendor specific hardware and software. This customer requires HIPAA Awareness for Business Associates Certification.
2
Skills
Technical: Mobile device Management • General computer troubleshooting • Reporting • Ticketing systems • Phone systems • User/Domain management • Drive Encryption • VPN Client • Networking • Device imaging • Scripting • MFA • Cloud computing • Virtual environment • Citrix • VMware • Device life cycle • Remote control tools • Productivity software
Leadership: Manpower management •Technical awareness and proficiency • Strategic Thinking • Emotional Intelligence •Effective Communication • Adaptability and Flexibility • Ethics, empathy and Integrity • Delegation Soft skills: Active listening and customer-care • Multi-task and adapt to changes quickly • Self-motivated with the ability to work in a fast-moving environment • Team player • Always willing to learn • Good student • Detail and customer satisfaction oriented
Education
JULY 2010
Industrial Engineer – Bachelor Degree
Instituto Universitario Politécnico Santiago Mariño (IUPSM) Maracaibo, Zulia – Venezuela
JUNE 1996
Computer Science Technician – Associate Degree
Colegio Universitario Privado Dr. Rafael Belloso Chacín (CUNIBE) Maracaibo, Zulia – Venezuela
Awards / Recognitions
• Living the Mission – Community Health Centers 2018
• Celebrating $1 Billion – Coforge 2025
Languages
• English - Fluent
• Spanish - Native
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