Carlos Perez
Computer Engineer / Master in Telematics
Astoria,United States
Summary
With more than 10 years of work experience in IT working in a variety of branches of the technological area and diverse work environments and knowledge in technological infrastructure, systems development, DB administration, Automation and SCADA, I can be an integral part of any team. I also have solid experience in Distributed Control Systems, HMI, PLC's and SCADA, with the software: XSPOC, WONDERWARE, GALBA, OASYS, Cisco.
Experienced with providing technical support and troubleshooting for end-users. Utilizes problem-solving skills to diagnose and resolve issues efficiently. Track record of effective communication and customer service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist
The Jace Solution
10.2024 - Current
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
Help Desk
Tel-Networks USA, LLC
11.2022 - 08.2024
- Answering calls from clients, solving problems they have, such as changes in the CUCM System, such as names, create new users, new phone numbers, entering new physical telephones into the System
- Going to clients and installing Cisco equipment, such as servers, switches, fax machines, Cisco telephones and leaving them configured both physically and systematically
- Administering the Tiger Paw ticket system
Analyst of Industrial Servers and Unix/Linux Opera
Congeveca Technology
11.2021 - 11.2022
- Company Overview: New York, NY
- Administration and maintenance of technological platforms of Unix/Linux servers for control systems and industrial automation
- Created graphs and charts detailing data analysis results
- Designed surveys, opinion polls and assessment tools to collect data
- Recommended data analysis tools to address business issues
- Tested, validated and reformulated models to foster accurate prediction of outcomes
- Developed new functions and applications to conduct analyses
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Demonstrated leadership by making improvements to work processes and helping to train others
- New York, NY
Systems Analyst (SCADA Implementation / Requirements)
PDVSA Petroleos de Venezuela S.A
01.2012 - 09.2019
- Company Overview: MARACAIBO, ZULIA
- Implementation of the SCADA system in oil wells of PDVSA and its subsidiaries
- Installation and management of S.C.A.D.A
- Systems
- Deployment design for different systems in the oil industry Venezuelan
- Coordinate and comply with the implementation times of the health system for PDVSA clinics and hospitals, west coast, Zulia
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
- Resolved record-breaking backlog of support tickets following major system malfunction
- Input customer service orders and tracked orders through to completion
- Managed customer system updates, informing clients of installation progress stages
- Handled customer service issues by providing guidance or escalating for advanced support
- MARACAIBO, ZULIA
Education
Project Planning And Control Level 1 -
BOGE Consultores, C.A.
09.2015
Associate of Science - WEB MASTER
Universidad Rafael Belloso Chacín
04.2015
Master of Science - Telematic
Universidad Rafael Belloso Chacin
06.2010
Bachelor of Science - Computer Engineer
Universidad Rafael Belloso Chacin
07.2006
Skills
- Multitasking
- Team building
- Active listening
- Decision-making
- Communication
- Flexible schedule
- Data management
- Supervision & leadership
- Friendly, positive attitude
- Conflict resolution
- Basic math
- Training & development
- Analytical
- Organization
- Organizational skills
- Good work ethic
- Customer service
- Network connectivity
- Help desk
- Microsoft office
- Database design
- MS Excel
- End user support
- Help desk tickets
- Remote support
- Software installation
- Help desk operations
- Team collaboration and leadership
- Mobile application development
- Security protocols
- Help desk management
- Documentation and reporting
- Software development life cycle
- Application support
- Help desk experience
- Excel proficiency
- Diagnostic tools
- Help desk assistance
- Incident management
- Information gathering
- Technical documentation
- Help desk support coordination
- Hardware diagnostics
- Business process analysis
- Help desk software
- Front desk reservations
- Online help systems
- System administration
- Network administration
- SQL and databases
- User requirements
- Network troubleshooting
- Remote Desktop
- Technical support
- Helpdesk call support
- CRM software
- Data warehousing
- System analysis
- IT infrastructure
Certification
- Xspoc manager, plataforma xspoc para administradores avanzado
- WEB MASTER Specialized Technical Support in Automation and SCADA, Education Rafael Belloso Chacín University Computer Engineer, Systems (2000 - 2007)
- Master in Telematics, telecommunications (2008 - 2010)
- Project Planning and Control Level 1, Management of projects (2015)
Personal Information
Work Permit: Green Card, SSN and work Authorization permit holder for the United States
Languages
Spanish
Native or Bilingual
English
Full Professional
Software
SCADA
Timeline
Help Desk Support Specialist
The Jace Solution
10.2024 - Current
Help Desk
Tel-Networks USA, LLC
11.2022 - 08.2024
Analyst of Industrial Servers and Unix/Linux Opera
Congeveca Technology
11.2021 - 11.2022
Systems Analyst (SCADA Implementation / Requirements)
PDVSA Petroleos de Venezuela S.A
01.2012 - 09.2019
Associate of Science - WEB MASTER
Universidad Rafael Belloso Chacín
Master of Science - Telematic
Universidad Rafael Belloso Chacin
Bachelor of Science - Computer Engineer
Universidad Rafael Belloso Chacin
Project Planning And Control Level 1 -
BOGE Consultores, C.A.
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