Carlos Perez
Orlando
Summary
U.S. Army Veteran and Tier II Technical Support Specialist with over 8 years of proven experience across Systems Administration, advanced remote troubleshooting, and high-volume ticket management. Deep expertise in managing Windows OS, Active Directory, Azure AD, Microsoft 365, and enterprise networking environments. Highly efficient at meeting stringent performance metrics, maintaining service level agreements (SLAs), and executing remote deployments. U.S. Citizen with active readiness to clear a CBP Background Investigation (BI).
Overview
9
9
years of professional experience
1
1
Certification
Work History
Field Service Technician / Operations Support Specialist
Field Nation
05.2024 - 01.2026
- Execute nationwide technical field contracts involving installations, hardware upgrades, site surveys, and router refreshes.
- Deploy and maintain POS systems, enterprise network servers, switches, low-voltage Cat5e/Cat6 structured cabling, and server rack builds.
- Deliver onsite and remote technical support while ensuring compliance with client standards and service requirements.
- Produce detailed service documentation and customer-facing reports for deliverables.
IT Field Technician / Support Technician
Direct Source
01.2024 - 01.2025
- Diagnosed and resolved technical issues related to end-user systems, networking equipment, and connected devices during time-sensitive deployments.
- Collaborated with IT teams to implement system upgrades, streamlining operations and increasing efficiency.
- Analyzed recurring technical problems, recommending strategic solutions to prevent future occurrences.
- Provided technical training to end-users, improving overall system utilization and user satisfaction.
Telecommunications Cisco Administrator & Project Coordinator
Orlando Health – Insight Global
12.2023 - 05.2024
- Provided advanced technical administration and technical support for enterprise-level unified communication networks.
- Diagnosed and resolved critical outages, routing updates, and component upgrades while coordinating closely with third-party vendors to maintain infrastructure uptime.
Desktop Support / Technical Support Specialist
S&D Technologies
01.2024 - 01.2024
- Delivered Tier II advanced technical support for end-users across distributed enterprise operations using the ServiceNow platform.
- Performed remote troubleshooting for complex hardware, software, user account authorization, login errors, and network connectivity constraints.
- Consistently met or exceeded organizational performance targets by documenting issues accurately and ensuring rapid first-call resolution.
- Configured, tested, and deployed network-connected workstations and essential hardware peripherals.
System Administrator
ZRS Management – Lorien Global
12.2022 - 06.2023
- Administered user accounts, permissions, and software access levels via Active Directory and Azure AD for hybrid workforces.
- Managed and optimized Office 365 administrator settings, security protocols, and Microsoft Outlook profiles.
- Remotely configured, installed, and supported workstations, network servers, and VOIP equipment using standardized system software images.
- Maintained security parameters by performing routine firewall reviews, backup management, and real-time network performance monitoring.
Field Service Engineer II
Amadeus – Experis
06.2022 - 11.2022
- Provided high-volume remote desktop support, asset imaging, and cybersecurity mitigation for multiple corporate offices via My-ServiceDesk.
- Managed remote software installations, data connectivity diagnostics (LAN/WAN), and server room issues.
- Led a technical asset team to inventory, secure, configure, and distribute hardware including laptops, iPhones (MDM), and enterprise peripherals.
IT Technician / Call Center Support
CVS Health
02.2022 - 03.2022
- Supported high-volume call center systems through rapid break/fix response, component upgrades, and technical troubleshooting workflows.
EPIC TDR Tester / IT Specialist
Brooksource
11.2021 - 02.2022
- Conducted software validation, compatibility checking, and workstation testing for EPIC healthcare IT system deployments.
- Developed and executed comprehensive test plans to ensure software quality and functionality.
- Identified, documented, and tracked defects using JIRA to facilitate timely resolution.
Non-Commissioned Officer (Sergeant)
United States Army
09.2016 - 06.2020
- Maintained absolute accountability, operational readiness, and electrical/mechanical diagnostic compliance for millions of dollars of technical military infrastructure.
- Demonstrated professional leadership, adaptability, and the ability to operate under intense pressure within 24/7/365 global operational frameworks.
Education
Associate Degree - Computer Science
Valencia College
Computer User Support Specialist Program Graduate - undefined
ACI Learning
Jacksonville, FLSkills
- IT Ticketing Platforms: ServiceNow, My-ServiceDesk
- Directory & Identity: Active Directory, Azure AD, Identity & Access Control
- Operating Systems & SW: Windows 10/11, Office 365, Microsoft Outlook, Linux, EPIC
- Remote Access & Network: Virtual Private Networks (VPN), TCP/IP, LAN/WAN/VLAN, Routing
- Mobile Device Support: Mobile Device Management (MDM), iOS/iPhone Asset Provisioning
- Hardware Diagnostics: Workstations, Peripherals, Network Printers, VOIP Hardware, Laptops, POS
- Troubleshooting and repair
- Positive attitude
- Problem-solving
- Teamwork and coordination
- Customer training
- Technical support
- Courteous and professional
Websites
Certification
Certifications in Progress: ITIL 4 Foundation | CompTIA A+, Network+, Security+, CySA+ | Certified Ethical Hacker (CEH)
CURRENT EDUCATION & PROFESSIONAL DEVELOPMENT
- Full-Time Student / Certification Candidate Jan 2026 – Present
- Utilizing VA Chapter 33 (Post-9/11 GI Bill) benefits to complete advanced academic and industry technical frameworks.
- Advancing technical competencies across cloud infrastructure, security policy evaluation, and enterprise service desk methodologies.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Field Service Technician / Operations Support Specialist
Field Nation
05.2024 - 01.2026
IT Field Technician / Support Technician
Direct Source
01.2024 - 01.2025
Desktop Support / Technical Support Specialist
S&D Technologies
01.2024 - 01.2024
Telecommunications Cisco Administrator & Project Coordinator
Orlando Health – Insight Global
12.2023 - 05.2024
System Administrator
ZRS Management – Lorien Global
12.2022 - 06.2023
Field Service Engineer II
Amadeus – Experis
06.2022 - 11.2022
IT Technician / Call Center Support
CVS Health
02.2022 - 03.2022
EPIC TDR Tester / IT Specialist
Brooksource
11.2021 - 02.2022
Non-Commissioned Officer (Sergeant)
United States Army
09.2016 - 06.2020
Computer User Support Specialist Program Graduate - undefined
ACI Learning
Associate Degree - Computer Science
Valencia College