Carlos Garcia

Starting as a tier 1 service desk tech i progressed to tier 3 application administrator

• desktop imaging
• asset management
• on-call rotation for after-hours support Experience
• Windows server 2003 – 2016
• assisted in Oracle Database management
• Delivered training, documentation and end-user support.
• Offered system and application support to internal employees.
• HRIS administration specifically with Peoplesoft, EV5 , and Workday.
• set up and managed user acceptance testing environments and deployments from the development environment to UAT and production using Octopus Deploy
• magnetic ink Check printer setup, and bank testing
• Subject matter expert in Company developed POS systems
• designed and tested automated procedures in our TIDAL windows automation service which helped us manage 3rd vendor application integrations into our POS, banking integrations to support our financially critical operations such as direct deposit, lockbox payments and check verifications
• system migrations into AWS,
• Compliance reporting in SSMS and Oracle SQL.
• Monitored daily logs and reports and escalated issues to system administrators to reach resolution.
• Implemented new applications, features and enhancements to existing applications.
• Monitored networks and network devices to resolve technical problems quickly.
• Diagnosed and resolved hardware and software issues.

My many duties involved taking calls from True Blue's branches across the U.S and Canada’s 3000+ users and providing support in the form of

• Application support
• remote installation of new hardware
• network support
• Active directory account management
• ordering/replacing office equipment.
• Used IET and later Service now systems to manage and process support actions and requests.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Managed high levels of call flow and responded to technical support needs.

• Respond to, manage, and resolve customer inquiries, provide customers with product and service information, Process orders, forms and applications Identify and escalate customer issues, troubleshoot customer service and device issues and Handle customer billing questions for a major wireless provider.

• Provided first-class customer service to store patrons
• Enhanced sales through product marketing and merchandise strategies
• Well-rounded and flexible; worked in various areas such as produce, cashier, customer service, and receiving
• Received, inventoried, and coordinated storage of merchandise daily.

• Coordinated computer repair, server maintenance, Active Directory management, Exchange Server administration, and Storage Area Network management
• I was responsible for computer software and hardware installations as well as technician allocation of equipment
• Researched, recommended & installed Thycotic password management software implemented on organization’s server
• Assisted with implementing Firewall and VPN connections
• Built Cat5 cabling and patch panels for cable identification for switches and routers.