Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Availability
Timeline

Carlos Mora

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

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Info Tech Systems Support Specialist

County of Sacramento
08.2022 - Current
  • Provided technical support to 800 users by troubleshooting, configuring, and diagnosing desktop and network hardware/software issues
  • Managed and led the Hardware Refresh project including onboarding new hardware, scheduling deployments, and decommissioning hardware that was replaced.
  • Managed and led a deployment of M365 ensuring minimal disruption to customers and ensuring 93% compliance within 2 days
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Translated complex technical issues into digestible language for non-technical users.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
  • Designed Enterprise Landing Page for Probation Department within Azure Gov.
  • Explored migrating infrastructure and apps to cloud environment to reduce operational and support costs by 30% or more.

Student Intern

University Enterprises Inc
10.2021 - 08.2022
  • Provide effective office support to streamline IT functions within Department of Probation in Sacramento County
  • Manage backlog of numerous tasks, including computer quality control, imaging, and decommissioning to ensure smooth flow of daily operations
  • Play vital role in engaging new users across department as needed
  • Execute level 1 tickets through Jira, covering Microsoft Office, password resets, and device trouble (printers, monitors, accessories, and work phone)
  • Led team of analysts, responsible for researching, demoing, and choosing APM application to maximize availability of user applications and reduce overhead payment from on-call technicians.

Computer Technician

Self-Employed
08.2014 - 10.2021
  • Performed troubleshooting to correct computer hardware and software malfunctions.
  • Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
  • Recommended new and replacement hardware and software purchases.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
  • Linked computers to network and peripheral equipment.
  • Tested and installed motherboards, processors, and graphics cards on desktops and laptops for customers.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Recovered critical information from data back ups to restore functionality.
  • Restored data on computers and mobile devices.

Education

Bachelor of Science - Information Technology

Northeastern University, Boston, MA
05.2023
  • Dean's List [Semester and Year]
  • 3.9 GPA
  • Capstone Project: "Don't Die Metadata Generation", Scrum Master and Successfully led a team of 5 people to Research, Plan, Budget, and Execute a metadata generation project that spanned over 150 interviews using various AI tooling.
  • Relevant Coursework: UNIX Systems Administration, Mobile & Wireless Networking, Networking Foundations, Operating Systems Concepts.
  • summa cum laude graduate

Associate of Science - Natural Sciences

Merritt College, Oakland, CA
05.2021

Skills

  • Customer Satisfaction
  • IT/Business Process Optimization
  • Reporting & Analysis
  • Performance Evaluation
  • Analytical Thinking
  • Technical Problem Resolution, Troubleshooting, and Assistance
  • Microsoft 365
  • Knowledge Base
  • TCP/IP
  • Windows 10
  • Ethernet and Firewall Proficient
  • Issue and Resolution Tracking
  • System Performance Assessments
  • Network Performance
  • Employee Computer Support
  • Issue Troubleshooting

Certification

  • Microsoft Certified: Azure Administrator Associate, Microsoft - August 2023 - August 2024, Credential ID: B57DDD922D68FFD4

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Info Tech Systems Support Specialist - County of Sacramento
08.2022 - Current
Student Intern - University Enterprises Inc
10.2021 - 08.2022
Computer Technician - Self-Employed
08.2014 - 10.2021
Northeastern University - Bachelor of Science, Information Technology
Merritt College - Associate of Science, Natural Sciences

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Carlos Mora