Carlos Alberto
San Antonio
Summary
Experienced business professional with strong focus on team collaboration and achieving results. Skilled in operations management, strategic planning, and resource optimization. Known for flexibility in adapting to changing needs and providing reliable leadership. Prepared to make significant impact in driving business success and fostering team growth.
Knowledgeable Assistant Director of Services with solid background as Owner/Operator. Proven ability to manage operational aspects efficiently and drive business growth through strategic planning and execution. Demonstrated strong leadership and problem-solving skills, consistently ensuring high-quality service and customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Owner/Operator
JMC Cleaning Solutions LLC
San Antonio
03.2024 - Current
- Managed daily operations to ensure high-quality cleaning services and customer satisfaction.
- Developed and implemented efficient cleaning protocols to enhance service delivery.
- Trained and mentored staff on best practices in cleaning techniques and safety procedures.
- Oversaw inventory management, ensuring availability of supplies and equipment for operations.
- Established client relationships through effective communication and personalized service solutions.
- Conducted regular quality inspections to maintain service standards and address client feedback promptly.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Managed day-to-day business operations.
- Coordinated scheduling of staff to optimize workforce efficiency while meeting client demands.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Analyzed operational workflows, identifying areas for improvement and implementing strategic changes.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
IT Operations Senior Analyst
Accenture Federal Services
05.2020 - 03.2025
- Experienced IT professional with expertise in incident and outage management, technical troubleshooting, customer support, and operational process improvement. I am skilled in collaborating with vendors, mentoring team members, and ensuring compliance with Service Level Agreements (SLAs) to deliver reliable IT services.
- Core Responsibilities:
- I oversee incident and outage management, handling investigation, resolution, and service restoration while monitoring systems to prevent future issues and improve performance. I coordinate production environment changes using Configuration and Change Management processes and provide advanced technical support for hardware, software, and network systems, including escalated printer issues. Collaborating with vendors such as Microsoft, Apple, and Konica Minolta, I ensure timely issue resolution. I document incidents, manage service requests, mentor junior technicians, support endpoint operations, and maintain accurate asset tracking. By identifying root causes of customer dissatisfaction, I propose improvements and contribute to special IT projects to drive operational efficiency.
- Key Achievements:
- Enhanced incident resolution processes, reducing recurring system outages.
- Improved team productivity through mentorship and process standardization.
- Strengthened vendor relationships, expediting issue resolution timelines.
- Delivered consistent customer satisfaction by prioritizing effective communication and follow-up.
IT Customer Service Analyst
BC Forward – Contractor
11.2019 - 05.2020
- Experienced IT professional with expertise in incident and outage management, technical troubleshooting, customer support, and operational process improvement. I am skilled in collaborating with vendors, mentoring team members, and ensuring compliance with Service Level Agreements (SLAs) to deliver reliable IT services.
- Core Responsibilities:
- I lead incident and outage management efforts, overseeing investigation, resolution, and service restoration while monitoring systems to identify trends, prevent recurring issues, and enhance overall performance. I coordinate and track changes to production environments using Configuration and Change Management processes and provide advanced technical support across hardware, software, and network systems, including escalated printer configurations. Collaborating with vendors such as Microsoft, Apple, and Konica Minolta, I ensure timely and effective issue resolution. My responsibilities include mentoring junior technicians, supporting endpoint operations, and managing asset tracking to maintain system accuracy. I also address customer requests, escalate complex issues when necessary, and assist with termination processes across multiple office locations to ensure efficiency and compliance. By logging and documenting incidents with precision, communicating updates effectively, and assessing the priority of requests, I drive operational excellence. Additionally, I contribute to special IT projects and proactively identify customer dissatisfaction root causes to propose actionable improvements.
- Key Achievements:
- Enhanced incident resolution processes, reducing recurring system outages.
- Improved team productivity through mentorship and process standardization.
- Strengthened vendor relationships, expediting issue resolution timelines.
- Delivered consistent customer satisfaction by prioritizing effective communication and follow-up.
Education
Associate of Applied Science - Network Administrator
Northwest Vista College
San Antonio, TX01-2018
High School Diploma - undefined
John Paul Stevens High School
01-2008
Skills
- Incident and Outage Management
- Technical Troubleshooting and Root Cause Analysis
- Vendor Collaboration
- Documentation and Reporting
- Service Level Agreement (SLA) Compliance
- Endpoint Hardware and Software Support
- Change and Configuration Management
- Customer Satisfaction and Process Improvement
- Team Collaboration and Leadership
- Operational Process Management
- Operations management
- Business planning
- Personnel management
- Staff training and development
Accomplishments
- Graduated with honors with a 3.6 GPA from Northwest Vista College
- Developed extensive knowledge of the Mac OS environment, resulting in becoming a team lead for this sector in my department.
Certification
PyTorch Ultimate Completed: 2024
Languages
Spanish
Full Professional
Interests
- Food Tourism
- Backpacking and Hiking
- Volunteer Travel
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Engaging in food photography and sharing culinary creations on social media
- Learning new cooking techniques and expanding my culinary skills
- Team Sports
- Artificial Intelligence (AI) and Machine Learning
- Design and Build Websites
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Volunteering
- Kayaking
- Surfing
- I participate in a variety of outdoor recreational activities
Timeline
Owner/Operator
JMC Cleaning Solutions LLC
03.2024 - Current
IT Operations Senior Analyst
Accenture Federal Services
05.2020 - 03.2025
IT Customer Service Analyst
BC Forward – Contractor
11.2019 - 05.2020
High School Diploma - undefined
John Paul Stevens High School
Associate of Applied Science - Network Administrator
Northwest Vista College
Highlights
- Over 4 years of experience in IT support technician assisting customers with various hardware and software related issues.
- Bilingual; fluent in both Spanish and English.
- Provide in-depth technical support to clients at a Tier 2 level.
- Hold extensive knowledge utilizing the MAC OS environment through JamF, office suite, Active Directory, & Azure AD.
- Excellent problem-solving skills and leading teamwork projects
- Flexible and adaptive to all work environments and challenging tasks
- Punctual and receptive, with excellent team building skills
- Lead a team with the integration of major company acquisitions.