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Mauricio Perez
Roswell,GA
Summary
Technology Support Leader with over eight years of experience driving operational excellence, leading teams, and improving IT service workflows in enterprise environments. Proven track record of mentoring talent, streamlining processes, and serving as a trusted escalation point for high‑impact support across executive and global teams. Experienced in leading and contributing to enterprise initiatives, including large‑scale hardware refreshes, OS migrations, and device lifecycle programs. Known for delivering consistent results through strong ownership, cross‑functional collaboration, and a commitment to continuous improvement and service quality.
Overview
10
10
years of professional experience
Work History
IT Support Engineer
NCR Atleos
Atlanta, GA
04.2022 - Current
- Mentor and develop YearUp interns each summer by providing hands‑on technical training, professional guidance, and exposure to Atleos workflows, corporate expectations, and operational standards.
- Designed and delivered a new‑hire onboarding presentation that was adopted globally, improving consistency, readiness, and early productivity for new employees across all Atleos sites.
- Act as a leadership proxy by directing onsite projects, coordinating high‑impact events, and supporting North America initiatives requiring hands‑on execution and real‑time decision‑making.
- Serve as the primary escalation and support authority at Global Headquarters for over 300 onsite employees, handling complex issues, onboarding support, and critical operational needs.
- Provide end‑to‑end executive support for all ELT members, including device reliability, AV readiness, in‑person troubleshooting, and rapid incident response during high‑visibility situations.
- Own U.S. device lifecycle operations by leading hardware recoveries, inventory oversight, replacements, new‑hire setups, and Field Ops workflows in coordination with Endpoint Management.
- Lead and contribute to major enterprise initiatives including the $3M laptop refresh, leased asset recovery program, Windows 10 to Windows 11 migration, and global All Hands events.
- Collaborate cross‑functionally with Application, Networking, Security, Client Management, and End User Services teams, participating in bridge calls to resolve escalations and drive root‑cause solutions.
- Drive process improvement by enhancing printing workflows, meeting room technology, booking systems, and by leading efforts to centralize and standardize knowledge base documentation.
- Recognized globally for operational excellence, reliability, and leadership impact, maintaining strong performance results and consistently earning positive feedback from leadership, peers, and end users.
Team Lead
NCR
Atlanta, GA
08.2021 - 04.2022
- Mentored, trained, and supervised rotating cohorts of 4–6 YearUp interns every six months, guiding them through technical development, professional conduct, corporate expectations, and full integration into daily IT operations.
- Delivered comprehensive end-user support training covering laptop teardown and repair, imaging, troubleshooting, system navigation, part replacement, documentation standards, and customer-interaction best practices.
- Led interns through their entire internship lifecycle, partnering with YearUp counselors in performance reviews, expectation setting, and advancement planning — resulting in nine intern conversions, with several becoming high-performing full-time employees.
- Served as the department’s escalation point — de-escalating tense situations, handling sensitive requests from executives or important internal stakeholders, and resolving administrative or workflow blockages.
- Directed and executed logistics for projects such as the annual summer intern onboarding, overseeing laptop preparation, distribution flow, and coordination with other teams to ensure timely deployments.
- Took ownership of the TechKnow Bar’s daily operations, maintaining smooth workflow during peak walk-in periods, organizing queue structures, and redistributing tasks to keep service times efficient.
- Maintained and continuously improved internal workflows for redeployment intake, device lifecycle evaluations, imaging processes, and support escalations — reducing friction across the team.
- Developed recurring monthly reporting for leadership, including charts and analysis on walk-ups, incident trends, ticket closures, and emerging issues; presented findings to Level 2 and Level 3 teams to resolve systemic problems.
- Identified inefficient processes and collaborated directly with management to design, test, and implement improved procedures, enhancing both service quality and operational consistency.
- Provided support beyond technical duties by fostering a positive team environment, keeping morale high, preparing the team for recurring issues, and eliminating common repeat problems through proactive documentation and guidance.
- Acted as the primary resource for navigating internal systems, policies, workflows, and cross-functional communication, becoming the “go-to” person trusted by peers, interns, and leadership alike.
Telecommunications Technician
Fairhaven
Atlanta, GA
05.2016 - 06.2017
- Collaborated within a two- to four‑person team to complete structured cabling installations across commercial and educational environments, consistently delivering high‑quality results under tight timelines.
- Assumed lead responsibility on full‑scope projects, including a major installation at the Wesleyan School campus—interpreting floor plans, measuring cable routes, installing a complete rack system, and executing end‑to‑end connectivity.
- Installed, terminated, and labeled Cat5, fiber optic, coax, and VGA cabling, including soldering work and precise cable dressing to maintain professional, standards‑aligned layouts.
- Conducted full cable certification and testing using Fluke tools, ensuring reliability and compliance before hand‑off to site supervisors.
- Participated in system cutovers and brought new equipment online, performing troubleshooting during activation to quickly identify miswired drops, faulty connectors, or network issues.
- Interpreted cable schematics and floor plans to determine cable paths, rack locations, and optimal installation strategies.
- Coordinated with on‑site supervisors to align project tasks with build schedules and AT&T installation standards.
- Followed strict ladder and safety protocols while working in ceiling spaces, server rooms, and construction environments.
- Recognized for strong attention to detail, especially in cable labeling, dressing, and adherence to installation standards.
- Took pride in delivering “first‑time-right” work, contributing to smooth cutovers and reliable service for clients, even during long-hour installation windows.
Education
Certificate of Technical Studies - IT
Atlanta Metropolitan State College
Atlanta, GA08-2021
High School Diploma -
Centennial Highschool
Alpharetta, GA05-2015
Skills
- End‑User Support (Enterprise Environment)
- Hardware & Software Troubleshooting (Windows & macOS)
- Device Imaging, Deployment & Replacement
- Endpoint Lifecycle Management
- AV / Conference Room Support (Executive Level)
- ServiceNow Ticketing & Workflow Management
- Inventory & Asset Management
Languages
Spanish
Native or Bilingual
Timeline
IT Support Engineer
NCR Atleos
04.2022 - Current
Team Lead
NCR
08.2021 - 04.2022
Telecommunications Technician
Fairhaven
05.2016 - 06.2017
Certificate of Technical Studies - IT
Atlanta Metropolitan State College
High School Diploma -
Centennial Highschool