Carlos S. Email & Phone Number

Houston, Texas, United States

Houston, Texas, United States

- Successfully bid and led a project worth over $100,000 for the deployment of all IT infrastructure for a client’s new office building.- Won $25,000 contract to overhaul client’s corporate network across 4 site locations with new Fortinet firewalls, switches, APs, VPN tunnels between all sites, and managed centrally via FortiManager.- Implemented Windows 365 Enterprise solution for client’s overseas remote workers which tied into their internal network and allowed for quick and easy deployment of new VMs.- Performed several successful email migrations with over 200 mailboxes migrated and 3+ TB of data transferred without loss and a seamless cutover to the new mail provider.- Designed and implemented multiple SharePoint solutions with dynamic group assignments, audience targeting, and DLP tagging, as well as automatic syncing via Intune.- Deployed Intune and Autopilot instances for multiple clients to onboard and manage their PCs as they acquire them.

Houston, Texas, United States

- Wrote custom software script in the first month to resolve major outstanding client issue which went unresolved for over 3 months prior to hire date.- Implemented group policy which deployed a slideshow screensaver which could be updated by the client from a single location and have the changes automatically updated live to all machines on the network.- Leader in document creation with over 200 new articles and 1000+ edits documenting processes and procedures for internal knowledge base.

Sunnyvale, California, United States

• Saved department from closure through intensive development of frontline agents raising key metrics such as Quality from an average of 40% to 78+% and NPS from a low of -30 to +30 even during COVID.• Launched a successful new line of business supporting SMB clients for a major Telecom partner.• Developed tools, reports, and other job aids to automate supervisor administrative duties and improve overall operational efficiency.

Houston, Texas Area

- Over 92% satisfaction rating from new hires when asked how well prepared they were for the production environment.- Chosen to personally lead new hire training after demonstrating exceptional coaching ability as a mentor.

Sunnyvale, California, United States

- Chosen for high priority call queue with higher call volume and higher call metric requirements due to exceptional customer service and technical skills.- Consistent 100% score on weekly QA Audits for 3 consecutive months before promotion to Production Mentor.

Houston, Texas Area

- Built a repertoire with our extended stay guests who are often on long-term assignments of a month or more with their companies.- Responsible for the office server and troubleshooting any issues with office applications or services.- Set the maintenance and housekeeping schedule for the next day.