Carlos Alanis
San Antonio
Summary
IT Support Technician with 7+ years of hands-on experience across multi-platform environments including Windows, macOS, and Linux. Proven expertise in endpoint management (Intune, Apple Business Manager), ticketing systems (Remedy), and enterprise IT support. Recognized for mentoring new hires, exceeding support metrics, and resolving complex issues efficiently. Seeking to bring a proactive and results-driven mindset to a dynamic IT support team in the private sector.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Onsite Support Technician I
City of San Antonio
05.2022 - Current
- 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.
- Recognized with a letter of recommendation for leadership and performance.
- Met and exceeded all KPIs through attention to detail and adaptability.
Technologist
Audi North Park
08.2019 - 04.2022
- 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- Performed quarterly audits and replaced outdated laptops, increasing productivity by 20%.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
01.2021 - 11.2021
- 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.
Education
B.A. - Business Administration
Purdue University
01.2014
Cybersecurity Boot Camp - undefined
UTSA
01.2023
Google IT Support Specialist Certification
01-2023
CompTIA Security+
01-2023
CompTIA+ Cloud+
01-2024
Skills
- Windows 10/11 & macOS
- Microsoft Intune & Azure
- Technical Support & Troubleshooting
- Linux (Ubuntu/Kali)
- User Training & Documentation
- Remedy Ticketing System
- Apple Business Manager
- MDM/Endpoint Deployment
- Network Protocols (TCP/IP, HTTP)
- Critical Thinking & Metrics Focus
Certification
- Google IT Support Specialist Certification – Completed 2023
- CompTIA Security+ – Completed 2023
- CompTIA Cloud+ – In Progress (2024)
Timeline
Onsite Support Technician I
City of San Antonio
05.2022 - Current
IT Support
Fronius USA
01.2021 - 11.2021
Technologist
Audi North Park
08.2019 - 04.2022
Cybersecurity Boot Camp - undefined
UTSA
B.A. - Business Administration
Purdue University
Google IT Support Specialist Certification
CompTIA Security+
CompTIA+ Cloud+
Interests
Saltwater aquarium owner, Gaming, Music production, Ethical hacking, Lab-building
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