Carlos Nunez Email & Phone Number

United States

Responsible for both field and remote support for the ASSA ABLOY products. Activities in the field will include product training, service, and troubleshooting.Provide customer service and technical support over the phone and onsite to current and prospective customers, and participate in activities which include, but are not limited to:• Troubleshooting hardware, software and identify network issues.• Beta testing and reporting on new products.• Use trouble ticket system for tracking issues and problem resolution.• Resolve issues or ensure timely escalation to appropriate support level.• Act as a liaison between customers, engineering and manufacturing personnel.• Maintaining prompt and effective inter and intra-team communication.• Working with equipment in the lab to determine root cause of issues.• Preparing documentation / diagrams to meet customer requirements.

Boca Raton

• Manage escalated cases and drive them to resolution. Assist and provide support to Latin America customers.• Replicate customer reported issues to provide validation of defects to development.• Proactively work with development to provide customer base with current information on product problems and resolutions.• Develop and conduct training to internal support staff.• Write, review and validate technical documents such as Support Plans and knowledge articles for internal and public use.

Boca Raton

• Provided high level troubleshooting and technical support for Casi-Rusco / G.E. Security access control products such as Secure Perfect, FCWnx, Visitor Central, Easy Lobby, Alliance, Diamond II, Sapphire, TruVision, VisioWave, and Topaz applications, including software / hardware case escalations and SQL database conversions.• Extensive technical expertise in all Microsoft Technologies. MS Certification level. • High level troubleshooting of server based security systems. (Windows 2000, Windows 2003, Windows XP, Windows 7, Windows 2008, SQL 2008, etc…)• During 2012, generated over 18k+ of revenue in Support Services performing advanced database repairs and conversions / upgrades from previous software applications.• Certified in Lenel's OnGuard access control hardware / software application.

Boca Raton

• Managed daily operations of the Information Technology department• Installed claims processing software packages, and maintain computer hardware and peripherals• Support, and create data files using SQL and several applications to meet client’s specifications• Maintain web site and email accounts• Perform file transfer to clients using FTP protocols• Maintain physical inventory of assets• Liaison between claims providers, and clearinghouse to comply with HIPAA electronic record transfer

Boca Raton

• Designed, implemented and managed daily operations of the Information Technology department.• Managed the CCTV, phone system, security system, and access control applications.• Coordinated the facility maintenance and safe operation of the Wayne Barton Study Center.• Researched, compiled and submitted Grant applications resulting on additional awarded funding.

Boca Raton

• Provided consulting services to Barton’s Boosters non-profit organization, resulting in an $85,000 dollars cost savings to the organization. • Designed and coordinated implementation of network infrastructure, CCTV, Access Control, and Phone Systems. • Served as liaison between vendors, Founder and Project Manager in issues relating to building design, operational and functional aspects of the facility and providing cost benefit analysis on major equipment acquisitions, and maintenance agreements.

City Of Boca Raton Police Services Department

• Managed and supervised the Police Services Information Technology staff, and Central Records / Data Entry Unit, consisting of 21 employees. • Coordinated building repair and maintenance, including, but not limited to, development and preparation of three computerized Community Policing substations, while meeting safety guidelines and ADA standards. • Served as liaison between the Florida Department of Law Enforcement and all of Criminal Justice agencies in Southeast Florida. Coordinated meetings throughout designated areas to discuss critical issues to the law enforcement community. Served as a Chairperson of Region 5 for six years. Provided input on the design and requirement of current statewide software application for the Florida Crime Information Center (FCIC II).• Implemented Public Safety Information System for Police Department. Responsible for forecasting, evaluating, recommending, purchasing, and implementing all hardware and software used within Police Department; maintaining compatibility with City and other law enforcement department guidelines and standards. • Designed and implemented electronic records management system, resulting in a 25 percent increased productivity of the storage and retrieval at the Records Section.• Compiled and submitted information for class action suit against Toshiba resulting in a refund to the City of Boca Raton of over $54,000 from previous purchases of laptops/notebooks.• Prepared specifications and guidelines for hardware and services contracts to be submitted to vendors.• Coordinated successful replacement of underground storage pollutant tank system, saving of $2,500.• Managed contractors for all repairs and facility enhancements with minimum disruption to the workplace.• Designed and implemented the Wall of Honor at the Boca Raton Police Department, within estimated time frame and allocated budget. Commendation received from the Chief of Police.

Computer Science, Information Technology And Data Processing

Business Data Processing, Information System Technology

High School Diploma, Required Curriculum