Summary
Overview
Work History
Education
Skills
Educationcertifications
Accomplishments
Certification
Work Availability
Work Preference
Quote
Timeline
SeniorSoftwareEngineer
Carlos Almonte

Carlos Almonte

Bristow,VA

Summary

Results driven IT professional with 13+ years of experience in diverse support roles, from ,leadership roles to technical helpdesk support roles. I bring strong problem-solving skills, excellent communication abilities, and meticulous attention to detail. I am eager to contribute to a growth-oriented company that values innovation and professional development. Personal strengths, I am a result driven, great written and verbal communication abilities, strong attention to detail, excellent organizational proficiency, and a collaborative mindset. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Helpdesk Specialist II

Nuaxis Innovations
Washington DC, DC
02.2024 - Current
  • Responsible for diagnosing and resolving Tier 1 and 2 issues.
  • Provide support to end-users on a variety of issues, which includes various proprietary and 3rd party software.
  • Identify, research, and resolve technical problems.
  • Respond to telephone calls, emails, and personnel requests for technical support.
  • Document, track and monitor the problem to ensure a timely resolution.
  • Log service tickets for every customer interaction regardless of the mode of communication (email, phone, fax, or chat).
  • Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
  • Handle escalate issues reported by WMATA's VIPs
  • Report critical issues, which fall under WMAT A's critical incident criteria to the designated incident management team. Non-Disclosure Agreement (NOA) required to release this criterion.
  • Escalate to other support entities when it requires specialized support
  • Ensure trouble tickets are addressed in a timely fashion in accordance with WMATA designated SLAs.
  • Identify trouble ticket trends and perform problem management to ensure problems are addressed in a timely fashion.
  • Document service-related issues and proposed resolutions for inclusion in the ITCS knowledge base.
  • Perform administration services such as creation, access modification, and deletion of end-user accounts. Manage incidents, Problems, and Service Requests. Use standard ITSM ticket system (CA Service Delivery and ServiceNow) for handling tickets.
  • Ticket Creation and Handling, Support-Incident Management, Initial Telephone Call Handling, Initial Email Handling, Initial Fax Handling, Critical Events Handling, Ticket Updates, Ticket Closure, Incident Handling and Management, Problem Handling and
  • Management, Request Fulfillment (Service Request) Management, Ticket Ownership, User Notification, Remote Desktop Management, Application Support, Assistive Technology User Support

Helpdesk Manager

Service Arc, LLC
Manassas, VA
03.2022 - 05.2023
  • Responsible for the overall management of the Helpdesk operations
  • Managing, coaching, and developing a high performing team that will meet and exceed operational SLA and performance goals
  • Effectively communicate customer concerns to leadership, stakeholders, and CEO on critical issues
  • Analyzes helpdesk data, generated insightful reports, and identifies and implements process improvements to ensure most efficient use of resources and provide insight on critical issues
  • Lead several complicated projects while interfacing with different teams, Customers, and Subcontractors/Vendors
  • Demonstrated professionalism and attention to detail in managing multiple email accounts, handling customer inquiries via email, chat, and phone
  • Collaborate with internal departments and teams effectively prioritizing and resolving client issues through collaborative problem-solving approaches
  • Lead and attend client teleconference meetings, ensuring professional and courteous communication with our partners and vendors
  • Manage escalation of customer issues engaging our product and engineering teams to ensure all issues are resolved quickly
  • Workforce planning, coaching, and training
  • Promote and demonstrate a positive work atmosphere by communicating in a consistent professional manner to work effectively with co-workers, management, customers, and vendors
  • Hires, onboards, and ensures all team members are properly trained
  • Ensure overall helpdesk productivity, quality of call content service delivery, and training efforts are effectively executed
  • Ensure departmental compliance with agency and funder policies and procedures.

Technical Account Manager

Integration Technologies Group
Falls Church, VA
07.2020 - 03.2022
  • Remote work
  • Main point of contact for contracted managed services
  • Hardware support for customers accounts, delivering top-notch service to meet and exceed contractual requirements
  • Proactively engaged with customers to evaluate service needs and swiftly resolve onsite hardware issues using expert diagnosis and resources
  • Identify qualified technicians for specific calls, ensuring efficient and effective repairs with adherence to SLAs
  • Ensure timely customer contact to arrange ETA and diligently followed up to confirm completion to ensure SLAs are met
  • Maintained meticulous oversight of calls from dispatch to completion, guaranteeing technician punctuality, availability of necessary parts, and requisite skills for job success
  • Maintain accurate documentation and complete all required ITG service call screen entries for each call
  • Complete any required paperwork
  • Produced comprehensive reports on a daily, weekly, and monthly basis, highlighting key performance metrics, promptly escalating deviations, and unresolved issues to the Program Manager
  • Coordinate with the Purchasing department and Field Service Office (FSO) to ensure that proper stock level is maintained in order to support the contract requirements
  • Track and assure return of parts by subcontractors and/or other technicians
  • Remained up-to-date with all relevant policies and changes impacting customer support, demonstrating adaptability and compliance
  • Process warranty claims for Samsung monitors, Hyundai monitors, HP printers, HP laptop & desktop computers, HPE servers, Lexmark Printers, Epson printer/scanner, Lenovo laptops, Panasonic Toughbook, and Dell computer/server.

Realtor

Samson Properties
Chantilly, VA
03.2018 - 09.2022
  • Assist clients in buying, selling, and renting properties
  • Develop a competitive market price
  • Show properties to potential buyers and renters
  • Type up contract to offer to the sellers
  • Facilitate negotiations
  • Generate leads through social media or in public
  • Promote properties with ads, listings, and open houses
  • Counsel client on market conditions, prices, and mortgages
  • Prepare loyalty contracts, purchase agreements, rental agreements, deeds, and other documents for each real estate transaction
  • Create lists for real estate sale properties, with information location, features, square footage, etc
  • Maintain real estate license and required education.

Service Desk Coordinator II

Navy Federal Credit Union
Vienna, VA
07.2012 - 11.2017
  • Resolve technical processing problems involving computer hardware equipment, Contact Center Management systems, and desktop applications and programs
  • Troubleshoot incidents via phone, chat, email, web, & walk-up
  • Create incident tickets, guide customers through to the resolution process
  • Create tickets in HP Service Manager/ ITSM 2.0, escalate issues as needed
  • Create and contribute Knowledge articles to publish to support ISD team objectives
  • Troubleshoot error messages; respond to system failures and escalating to the appropriate management and/or support staff when needed
  • Document every ticket worked with detail of actions taken, relate tickets to any outage to reflect system, network, circuit, terminal component, and/or sub-system failures
  • Reset systems passwords; assist Remote Access customers logging in to systems remotely
  • Perform desktop support tasks, including troubleshooting, access control, and testing
  • Perform research on customer issues and assists with efficient problem resolution
  • Coordinating and scheduling vendor maintenance for hardware and software issues on all branch office equipment
  • Keep updated with scheduled/unscheduled maintenance that may affect system performance to communicate to customers
  • Maintain training documentation and procedures
  • Create and maintain documented procedures and reference manuals
  • Update corporate-wide outage notifications
  • Train other support sections on system procedures when requested
  • Train customers on mobile devices
  • Ran Lending report and Aging Report, submitted to the Management Team
  • Provide trends of any issues being reported to Management and Incident Manager
  • Special projects from the management team, create 'How to' instructions to add to the Document Library
  • Compile and prepare data to be used by management in the analysis of operations and services.

Client Relation Manager

The Solutions Group
Falls Church, VA
12.2011 - 06.2012
  • Troubleshoot, resolve, and escalate problems related to hardware and software Mac & Windows issue in a timely fashion
  • Interface with vendors and keep end-user informed of proper resolution efforts and updates to trouble tickets
  • Scheduling techs using ConnectWise and monitoring equipment statuses using Kaseya
  • Coordinate techs with support team
  • Database ticketing and monitoring tools and can open, resolve, and document incident tickets
  • Setup workstations and networks as per client requirement
  • Migrations and client move
  • Client administration and setup
  • Managing multiple assignments and client request
  • Daily entry of time and tickets in ConnectWise
  • Activate new mobile business lines; configure mail and security settings on mobile devices
  • Managed mobile accounts.

Technical Account Manager

Integration Technologies Group
Falls Church, VA
11.2002 - 12.2011
  • Provide technical assistance and manage customer accounts
  • Contact the customer and evaluate the type of service required to correct the problem(s)
  • Use diagnosis, knowledge, and appropriate resources to resolve on-site hardware issues and meet contractual requirements
  • Identify the subcontractor for handling the respective call and for using the technician with the required level of qualifications, assuring timely and effective repairs
  • Dispatch calls to the subcontractor with the technical expertise in each situation ensures that the tech call the customer to arrange ETA
  • Follow up to ensure that the calls are completed according to the SLA
  • Monitor and manage the call from dispatch to completion
  • Ensure timely arrival of technician and availability of needed parts upon tech's arrival
  • Ensure that the technician has the necessary tools and skills to complete the job
  • Maintain accurate documentation and complete all required ITG service call screen entries for each call
  • Complete any required paperwork
  • Produce daily, weekly, and monthly reports as required
  • Escalate deviations and unresolved problems to the Program manager
  • Identify process improvements to increase effectiveness & customer satisfaction
  • Coordinate with the Purchasing department and Field Service Office (FSO) to ensure that proper stock level is maintained to support the contract requirements
  • Track and assure return of parts by subcontractors and/or other technicians
  • Work with hardware and repair vendors to ensure that the best quality and pricing of hardware are provided to support the contract requirements
  • Coordinates and interface with logistics companies and with common carriers such as FedEx, UPS, Airborne, and Sky Courier, to ensure timely delivery of parts
  • Keep abreast of all current policies and/or applicable changes that might affect the support of the customer
  • Produce and provide reports as necessary to ensure compliance and improvements
  • Process warranty claims for Samsung monitors, Hyundai monitors, HP printers, HP laptop & desktop computers, Lexmark Printers, Epson printer/scanner, Lenovo laptops, Panasonic Toughbook, and Dell computer/server.

Education

Bachelor of Science - Information Technology Cyber Security

Strayer University
Washington, DC
08-2024

Associate of Applied Science - Information Technology

Strayer University
Washington, DC
06-2023

Skills

  • Work in OS: Win7, Win10
  • HP Service Manager
  • ITSM 20
  • Citrix Appcenter XA65
  • VMware vSphere
  • Remote Desktop
  • RDP
  • Lotus Notes (Notes9)
  • TBS
  • Active Directory
  • Webacts database
  • ConnectWise
  • Kaseya
  • Adhoc reporting
  • HP hardware
  • Dell hardware
  • Lexmark printer
  • CA Service Delivery
  • Apple iPhone/iPad
  • CACS
  • Attachemate/Extra Sessions
  • UAD
  • Avaya softphone
  • Noble System
  • BlueZone Mainframe Display
  • ActivIdentity Secure Login
  • Durabook hardware
  • Proficient in Microsoft applications
  • Word
  • Excel
  • PowerPoint
  • Outlook
  • Teams
  • Mondaycom
  • Remote work
  • Proficient in ServiceNow

Educationcertifications

  • 2021, Current, Strayer University, Virginia, Bachelor of Science in Information Technology: Cyber Security, Honors program/President’s List/Dean’s List(3.50_GPA), June 2024
  • 2021, 2023, Strayer University, Loudoun, Virginia, Associates degree in Information Technology, Honors program/Dean’s List(3.50_GPA)
  • September 2016, HDI Knowledge Centered Support (KCS), Vienna, VA
  • November 2015, HDI Desktop Support Technician, Vienna, VA
  • November 2014, ITIL-V.3 Foundations, Vienna, VA
  • 2009, Dell Americas Desktop Proficiency Certificates, Virtual
  • 2007, A+ Core & OS Training, Herndon, VA, Successfully completed training. Passed HW test on 4-1-2007

Accomplishments

  • President's List at Strayer University for 3 quarters
  • Honors courses at Strayer
  • Dean's List

Certification

September 2016 HDI Knowledge Centered Support (KCS) Vienna, VA

Certified

November 2015 HDI Desktop Support Technician Vienna, VA

Certified

November 2014 ITIL-V.3 Foundations Vienna, VA

Certified

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Work Preference

Work Type

Full TimeContract Work

Work Location

RemoteHybrid

Important To Me

Company CultureWork-life balance401k match4-day work weekWork from home option

Quote

Whether you think you can or whether you think you can’t, you’re right!
Henry Ford

Timeline

Helpdesk Specialist II

Nuaxis Innovations
02.2024 - Current

Helpdesk Manager

Service Arc, LLC
03.2022 - 05.2023

Technical Account Manager

Integration Technologies Group
07.2020 - 03.2022

Realtor

Samson Properties
03.2018 - 09.2022

Service Desk Coordinator II

Navy Federal Credit Union
07.2012 - 11.2017

Client Relation Manager

The Solutions Group
12.2011 - 06.2012

Technical Account Manager

Integration Technologies Group
11.2002 - 12.2011

Bachelor of Science - Information Technology Cyber Security

Strayer University

Associate of Applied Science - Information Technology

Strayer University

Similar Profiles

CREATE PROFILE
Carlos Almonte