Carlos A. Mateo
Harker Heights,USA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Transportation Technology Support Specialist
Killeen Independent School District - Transportation Department
11.2023 - Current
- Provided technical support for software and hardware issues across transportation operations.
- Manage Bus-Video Monitoring Team (4 employees) and 400+ surveillance cameras, ensuring secure video storage and retrieval.
- Provide technical support for Windows environments, including OS imaging, network troubleshooting, and hardware maintenance.
- Collaborated with staff to troubleshoot and resolve equipment malfunctions efficiently.
- Managed inventory of technical supplies and ensured availability for daily operations.
- Trained staff on proper use of transportation software and communication tools.
- Prepared reports on system operations for senior management review.
- Evaluated current IT infrastructure for areas needing improvement.
- Assisted staff in troubleshooting hardware and software issues effectively.
- Provided technical support for transportation software across district operations.
- Managed inventory of technology equipment and ensured proper maintenance.
- Collaborated with vendors to resolve service-related inquiries and issues swiftly.
- Provided technical support during off hours when needed.
Campus Technology Support Specialist
Killeen Independent School District - Peebles Elementary
07.2021 - 11.2023
- Managed technology onboarding for 40+ staff annually, configuring workstations, user accounts, printers, and projectors.
- Led the upgrade of over 600 iPads and 48 faculty computers, ensuring seamless operation for state testing periods.
- Resolved network and system issues across campus, optimizing performance, and minimizing downtime.
- Designed and implemented a radio signal extender system, improving emergency communication coverage.
- Provided technical training on interactive whiteboards, Epson projectors, and Smart Board software.
- Provided technical support for teachers and staff on classroom technology tools.
- Assisted in training teachers on new software systems and applications.
- Managed inventory of technological devices and supplies for classrooms.
- Provided technical support to students and staff for educational technology tools.
- Delivered training sessions for teachers on new software applications.
Technician Technology Inventory Control
Killeen Independent School District - Property Management
09.2020 - 07.2021
- Focused on technology inventory control for school campuses and departments, ensuring accurate tracking and accountability of IT assets.
- Experienced in managing asset lifecycles, performing audits, and optimizing resource allocation.
- Skilled in massive computer reimaging, deployment, and configuration across multiple sites.
- Detail-oriented, highly organized, and quick to learn new systems and procedures.
- Recognized for strong problem-solving skills, excellent customer service, and a proactive, resourceful mindset with creative solutions.
- Assisted in managing inventory for maintenance supplies and equipment.
- Managed quality control and maintained high level of customer satisfaction.
Help Desk Associate
Halfaker & Associates LLC (Federal Contractor at VA FSC)
10.2019 - 09.2020
- Upgraded 180+ VA computers from Windows 7 to Windows 10, ensuring system compatibility and security compliance.
- Configured and deployed remote workstations with VPN connectivity, providing user training for seamless access.
- Installed and maintained VoIP systems, printers, and secure government applications.
- Assisted the VA developer team with IT customer service, resolving technical issues via a ticketing system.
- Provided technical support to users for hardware and software issues.
- Educated users on best practices for equipment usage and cybersecurity measures.
- Facilitated training sessions for new employees on help desk procedures and tools.
- Opened service tickets for clients, documenting user information, and description of problem.
- Created user accounts in Active Directory and granted access rights accordingly.
- Monitored network performance to identify potential issues before they arise.
Support Technician II - Telecommunications & Security
Temple College
Temple, Texas
08.2017 - 09.2019
- Designed and built a new computer lab, running network cables, setting up workstations, and ensuring connectivity.
- Provided IT support for security systems, including surveillance cameras and access control systems.
- Maintained and repaired campus computers, ensuring high availability of technology resources.
- Troubleshot hardware issues for classroom technology and personal devices.
- Conducted training sessions for users on new software applications.
- Resolved network connectivity problems for customers utilizing various networking protocols.
- Diagnosed system errors and troubleshot technical issues for clients.
- Monitored performance of computer systems regularly to ensure they are running optimally.
- Developed and maintained strong relations with customers to meet quality expectations.
Computer Assistant (Student Trainee)
Department of Veterans Affairs
03.2016 - 03.2017
- Configured secure VLANs for mail processing workstations, collaborating with vendors for remote setup.
- Provided VPN and remote desktop support, troubleshooting connectivity and authentication issues.
- Assisted with hardware deployments and software installations, ensuring compliance with federal security standards.
- Assisted veterans with technical support and troubleshooting for computer systems.
- Managed software installations and updates for various departmental applications.
- Collaborated with IT teams to resolve network issues and enhance connectivity.
- Assisted in the setup of new computers and peripherals such as printers, scanners.
- Assisted with setting up audio and visual equipment for meetings or presentations.
- Installed, configured and maintained computer hardware and software systems.
- Ensured compliance with company policies related to IT standards by monitoring user activities.
Education
Bachelor of Science - Computer Information Systems & Networking
Texas A&M University
12.2016
Skills
- Network troubleshooting
- Windows troubleshooting
- Remote workstation setup
- Inventory control
- Hardware maintenance
- Software installation
- Problem solving
- Team leadership
- IT security management
- Active Directory
- Group Policy
- TCP/IP
- DHCP
- VLANs
- VPN
- SCCM Imaging
- System Hardening
- Firewall Configuration
- Incident Response
- Computer Assembly
- OS Installation
- Software Deployment
- Printer Troubleshooting
- Peripheral Troubleshooting
- JAMF Pro
- Microsoft 365
- Windows
- MacOS
- Linux
- VoIP Systems
- Remote Desktop Tools
- Helpdesk Ticketing Systems
- IT Asset Management
- System Upgrades
- Process Documentation
- User Training
- Technical support
Additional Information
English, Fluent, Spanish, Fluent, Leadership, Customer Service, Process Improvement, Problem Solving, Attention to Detail
Key Skills And Technologies
- Windows Server Administration
- Active Directory
- Group Policy
- TCP/IP
- DNS
- DHCP
- VLANs
- VPN (Global Protect, Cisco)
- SCCM Imaging
- System Hardening
- Data Encryption
- Endpoint Protection
- Firewall Configuration
- Incident Response
- Computer Assembly
- OS Installation
- Software Deployment
- Printer & Peripheral Troubleshooting
- JAMF Pro
- Microsoft 365
- Windows (XP-11)
- MacOS
- Linux (Ubuntu)
- VoIP Systems
- Remote Desktop Tools
- Helpdesk Ticketing Systems (Ivanti, ServiceNow)
- Frontline ERP
- Fuel Master live
- IT Asset Management
- System Upgrades
- Process Documentation
- User Training
Certification
- Working on Data Analyst Certification with Google.
Languages
Spanish
Native/ Bilingual
Timeline
Transportation Technology Support Specialist
Killeen Independent School District - Transportation Department
11.2023 - Current
Campus Technology Support Specialist
Killeen Independent School District - Peebles Elementary
07.2021 - 11.2023
Technician Technology Inventory Control
Killeen Independent School District - Property Management
09.2020 - 07.2021
Help Desk Associate
Halfaker & Associates LLC (Federal Contractor at VA FSC)
10.2019 - 09.2020
Support Technician II - Telecommunications & Security
Temple College
08.2017 - 09.2019
Computer Assistant (Student Trainee)
Department of Veterans Affairs
03.2016 - 03.2017
Bachelor of Science - Computer Information Systems & Networking
Texas A&M University
Similar Profiles
Mikala WoodMikala Wood
Clinic Aide at Killeen Independent School DistrictClinic Aide at Killeen Independent School District
Dabria BrownDabria Brown
Teacher at Killeen Independent School District, Maxdale ElementaryTeacher at Killeen Independent School District, Maxdale Elementary
DEBORAH SPULICKDEBORAH SPULICK
Substitute Teacher at Killeen Independent School DistrictSubstitute Teacher at Killeen Independent School District
Brittany KellyBrittany Kelly
Discovery Paralegal at The Tisdale Law FirmDiscovery Paralegal at The Tisdale Law Firm
Brooke SpannBrooke Spann
Clinical Trial Assistant at Vanguard Clinical, Inc.Clinical Trial Assistant at Vanguard Clinical, Inc.