CARLOS MORALES
FULSHEAR,TX
Summary
Experienced Computer System Analyst, experience in Oil and Gas, Healthcare and Banking. Technician expertise, desktop support, service desk experience. System applications and Software implementations, programming and design skills. Customer service oriented, Strong collaborative skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Desktop Support Engineer - Sup Operations
Full Potential Solutions
2022.01 - 2022.12
- Bring technical support to the users Level I and Level II and manage escalations with another IT Global teams
- Manage Windows platforms including Microsoft Windows Server & Microsoft Active Directory, Web Servers such as Microsoft Internet Information Services (IIS) or Apache
- Manage Relational databases such as Microsoft SQL Server
- Configuring and troubleshooting network services such as DNS, NIS, and WINS, and working with XML & JSON
- Explain complex information over the phone to customers with varying levels of technical expertise
- Develops data monitoring reports to manage IT Support and daily activities.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
Support Desktop Analyst
Scotiabank GBS
2020.08 - 2021.08
- Provide first-level contact, both on-site and remotely, to resolve customer technical issues and perform root cause reporting and troubleshooting according to ITIL management
- Appropriately escalate unresolved queries to the next level of support
- Recommend modifications and make improvements to support processes to expedite response times
- Contribute to the integration project in the migration of domains
- Contribute to the infrastructure area with the windows 10 migration program.
- Improved system stability with the implementation of proactive maintenance measures for hardware and software components.
- Evaluated emerging technologies for potential integration into existing infrastructure to enhance capabilities further.
- Established strong relationships with key stakeholders across various departments in order to provide tailored IT support services.
- Coordinated with vendors for procurement of necessary hardware, software licenses, or upgrades as required.
- Managed multiple projects simultaneously, prioritizing tasks to meet deadlines while ensuring quality outcomes.
- Increased productivity through the installation, configuration, and maintenance of desktop hardware, software, peripherals, and networking equipment.
- Participated in disaster recovery planning exercises aimed at minimizing business downtime during unforeseen events.
- Provided on-site and remote technical support to users.
- Assisted in development of system security protocols.
Engineer Ignition Specialist
West Advanced Solutions, LLC
2020.01 - 2020.08
- Design/support applications using a MES system such as Ignition (preferred) or similar including database development (SQL), scripting (Python/Ignition expression language) and reporting
- Responsible for design/modification of industrial network and support of Industrial IoT implementation related to MES & SCADA systems
- Research any new and upcoming technologies that will improve productivity and increase efficiency in all chain processes.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Reduced project completion time with efficient resource allocation and effective communication strategies.
- Participated in formal internal design reviews of proposed products and components.
- Developed cost estimates and project specifications for proposals.
- Conducted rigorous quality assurance tests, identifying areas of improvement for product optimization.
- Evaluated vendor proposals for equipment procurement, selecting optimal solutions based on performance requirements.
Administrative Service Advisor
Consulate of Guatemala
2017.02 - 2020.01
- Keep updated all databases related to the delivery and receipt of ID’s and passports and provide information related to the consulate for all the citizens
- Help in the document capture process of the passport and ID´s
- Receive, examine, and adjudicate applications for the issuance, amendment, and replacement of passports forwarded by acceptance agents or presented by applicants or applicant representatives
- Maintain awareness of the possibility of fraudulent documentation or claims of identity and develop or resolve such cases.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Reduced wait times with efficient coordination of service tasks among technicians.
Demand and supply Administrator
WESTSIDE LEXUS
2016.06 - 2017.02
- Ensuring all cars and models on the lot were kept well-maintained, and in excellent working condition for effective merchandising to customers
- Maintaining inventory updated and preparing reports for all staff managers
- Assign, track and manage regional demos and pool vehicle inventory
- Reviewing dealer requests for MSOs; distributing/mail and tracking approvals
- Process sale reversals for Toyota Certified Used Vehicles
- Assist with the ordering and processing of associate lease vehicles
- Creation of various market related PowerPoint presentations
- Analyze 3rd party data using vendor software
- Update department Dealer Daily webpage.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
CTS Consultant
MASSY ENERGY GROUP - MASSY ENERGY SAS
2014.06 - 2015.07
- Developed interfaces for SAP HANA/4 Enterprise deployment migration –modules SAP PM, SAP MM, MRL
- Converted data: extraction, cleanup, load, and resolved issues across the implementation
- Participation in New Technologies for SAP Mobile Applications - Investigation project
- Create a plan of all activities and tasks required to populate the new solutions with all current and historical data necessary for the correct operation of the solutions
- Identify if there are issues and risks for the data migration activities
- Manage and co-ordinate activities to perform data migration
- Create and maintain a progress tracker for all data migration activities and stages
- Presentation of plans and progress to project and programmed boards
- Work with the Architecture and the PMO team to develop and document a standard data migration approach.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
Business System IT Analyst
WOODGRUP PSN - MASSY ENERGY SAS
2012.05 - 2014.06
- Developed technical solutions to business problems with defining, analyzing and documenting requirements, processes and procedures
- Assigned as a focal point for business requirements
- Performed cost-benefit analysis on potential system upgrades - support for purchase decisions
- Analyzed and resolved systems issues and vulnerabilities, supported internal and external audits.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
- Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
- Increased productivity with tailored training programs designed to improve employee proficiency in key software applications quickly.
- Enhanced system reliability by conducting regular software updates and hardware maintenance.
- Drove innovation with research and adoption of emerging technologies.
IT Desktop Support
Woodgroup PSN - Massy Energy
2010.10 - 2012.04
- Provided level 1 and 2 IT support - Incidents and SRs- responsible for Install, upgrade and troubleshoot hardware and software, as well as provided remote customer’s support
- Trained new employees and explained protocols clearly and efficiently
- Communications with IT Global Teams based in Houston and Aberdeen-UK.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
Education
Associate of Science - Software Enginiering
UNIVERSIDAD POLITECNICO GRAN COLOMBIANO
Bogota - Colombia09.2022
International Equivalency in Barchelor of Science Degree in Computer Information Systems -
THE TRUSTFORTE CORPORATION
New York, NY04.2017
Associate of Science - Computer Science Enginner
UNIVERSIDAD EL BOSQUE
Bogota - Colombia01.2010
Skills
Help Desk Experience
End-user support
Technical support expertise
Issue Resolution
Incident Management
Adaptability to Change
Digitalresume
https://app.enhancv.com/share/6c51ec75/?utm_medium=growth&utm_campaign=share-resume&utm_source=dynamic
Training
- GOOGLE IT AUTOMATION WITH PYTHON CERTIFICATION, 2020
- INDUCTIVE AUTOMATION IGNITION CERTIFICATION, 2019 – 2020
- Project Management professional (PMP) exam prep - 2015
- ITIL V3 CERTIFICATION - 2013
- SAM (Software asset management
- Microsoft Certification) - 2013
- ISO 27001 SGS – 2013
- SAP Afaria / HANA 4 Mobile Platforms - Sap Certification - 2015
Certification
- CompTIA Certification
- Google IT Support Professional Certificate
- [Name of Certification] [Issuing Organization] [Year Month]
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
IT Desktop Support Engineer - Sup Operations
Full Potential Solutions
2022.01 - 2022.12
Support Desktop Analyst
Scotiabank GBS
2020.08 - 2021.08
Engineer Ignition Specialist
West Advanced Solutions, LLC
2020.01 - 2020.08
Administrative Service Advisor
Consulate of Guatemala
2017.02 - 2020.01
Demand and supply Administrator
WESTSIDE LEXUS
2016.06 - 2017.02
CTS Consultant
MASSY ENERGY GROUP - MASSY ENERGY SAS
2014.06 - 2015.07
Business System IT Analyst
WOODGRUP PSN - MASSY ENERGY SAS
2012.05 - 2014.06
IT Desktop Support
Woodgroup PSN - Massy Energy
2010.10 - 2012.04
Associate of Science - Software Enginiering
UNIVERSIDAD POLITECNICO GRAN COLOMBIANO
International Equivalency in Barchelor of Science Degree in Computer Information Systems -
THE TRUSTFORTE CORPORATION
Associate of Science - Computer Science Enginner
UNIVERSIDAD EL BOSQUE
- CompTIA Certification
- Google IT Support Professional Certificate
- [Name of Certification] [Issuing Organization] [Year Month]
Similar Profiles
MICHAEL ANTHONY LOMANTASMICHAEL ANTHONY LOMANTAS
Subject Matter Expert at FULL POTENTIAL SOLUTIONSSubject Matter Expert at FULL POTENTIAL SOLUTIONS
Jeff Marlon Jonathan Gil BolívarJeff Marlon Jonathan Gil Bolívar
Team Manager at Full Potential SolutionsTeam Manager at Full Potential Solutions
Brianna JohnsonBrianna Johnson
Sales Agent at Full Potential SolutionsSales Agent at Full Potential Solutions