Carlos Garcia
Denver,CO
Summary
Dynamic IT professional with over 10 years of experience, specializing in Google Workspace and Okta IDP management. At AvantStay, led initiatives saving over $80K annually through SaaS optimizations and streamlined onboarding processes. Skilled in cross-departmental collaboration and technical troubleshooting, demonstrating exceptional problem-solving abilities and a commitment to enhancing user experiences.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior IT Analyst
AvantStay
05.2022 - Current
- Administer and maintain critical SaaS applications utilized by the company, including Google Workspace, Okta, Slack, Office 365, and more.
- Develop and streamline onboarding and offboarding processes, implementing automation to enhance efficiency and ensure a seamless user experience.
- Provide exceptional technical support to end-users across multiple SaaS platforms, addressing and resolving over 30 IT tickets per week.
- Conduct User Access Reviews (UARs) on corporate applications, ensuring robust security measures and contributing to cost savings initiatives.
- Led efforts to optimize user license management in Google Workspace, SFDC, and other SaaS applications, resulting in annual savings of over 80K for the company.
- Spearheaded the creation of multiple service catalogs and automated workflows for IT, Finance, and other teams, leveraging FreshService to improve ticketing processes.
- Successfully managed and maintained the company's Mobile Device Management (MDM) with Verizon and Apple Business Manager, ensuring seamless device management and security.
- Collaborated closely with various departments to engineer and develop impactful IT solutions that enhanced day-to-day operations across the organization.
Senior IT Analyst
Grin Technologies Inc.
11.2021 - 05.2022
- Work collaboratively across departments (Cybersecurity, Engineering, Others) to provide IT business solutions and compliance with SOC 2 Type2.
- Onboarded Okta as IDP and configure integration with Google Workspace and Other applications.
- Investigated and addressed system issues to reduce downtime.
- Recommended use of new features to Google Workspace and infrastructure to improve systems
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions. (Google workspace, Zoom, Slack, Others.)
- Collaborated with upper management to drive strategy and implement new processes.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Collaborated with HR department to design standardized onboarding processes and training assets.
Dedicated Staff Member
Go2 Communications Inc.
08.2020 - 06.2021
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Managed over 50 customer calls per day
Operations Team Leader - Google Suite
Telus International
03.2018 - 02.2020
- Supported the G Suite generalist team on their day to day tasks to make sure World class support was being delivered
- Measured team performance and reported metrics to leadership team members
- Built, managed and coached team members, implementing training programs to improve efficiency and productivity
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team
- Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention
- Determined areas in need of improvement and optimized strategies to strengthen performance
- Motivated and developed team members
Customer Experience Analyst - Google Suite
Telus International
03.2016 - 02.2018
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork
- Conducted onsite evaluations from recorded calls, chat transcripts and email communications between support representatives and customers to assure process quality and customer experience in every interaction
- Deliver coaching to support representatives to help them improve their interactions with customers
- Worked closely with the Google Chrome/Devices team to ensure quality of processes and workflows as well as proper troubleshooting was being performed
Technical Support Representative - Google Suite
Telus International
02.2014 - 02.2016
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Help customers resolve diverse range of technical issues regarding G Suite applications, chrome OS, chrome devices and chrome browser
- Analyzed Technical issues related to G Suite applications and G Suite admin console to identify troubleshooting methods needed for quick remediation
Technical Support Representative
Stream Global Services
02.2012 - 01.2014
- Provided on-call support for critical Residential internet issues related to Service interruption and Hardware relayed issues
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
Education
Bachelor of Architecture - Architecture
Colegio Ceren
San Salvador02.2010
Skills
- 10 Years of experience in Technical support for Hardware Products, software Products and Saas
- Google Workspace 6 years experience including Google Chrome OS, Chrome devices, GAM and Chrome browser management
- Okta IDP management experience with focus on SAML , SWA and custom App integrations, user security management and Okta Workflows
- Slack (Enterprise) management, integrations and Workflows
- Office 365 management
- Experience with user Ciber-security awareness
- Experience building IT and corporate support ticketing systems in FreshWorks, Jira, Slack and other applications
- Experience managing and maintaining cloud telephoning Systems such as Dialpad,TalkDesk and Zendesk
- API Integrations and implementations
- Saas automation for onboarding and off-boaring employees as well as for other business needs
- Troubleshooting Technical Issues
Certification
- CPanel Professional certification (CPP) (CPPCERT) aa38-2c0f-55e0-2302.
- CEB Effortless experience certification EECB20122118GSal90.
Timeline
Senior IT Analyst
AvantStay
05.2022 - Current
Senior IT Analyst
Grin Technologies Inc.
11.2021 - 05.2022
Dedicated Staff Member
Go2 Communications Inc.
08.2020 - 06.2021
Operations Team Leader - Google Suite
Telus International
03.2018 - 02.2020
Customer Experience Analyst - Google Suite
Telus International
03.2016 - 02.2018
Technical Support Representative - Google Suite
Telus International
02.2014 - 02.2016
Technical Support Representative
Stream Global Services
02.2012 - 01.2014
Bachelor of Architecture - Architecture
Colegio Ceren
- CPanel Professional certification (CPP) (CPPCERT) aa38-2c0f-55e0-2302.
- CEB Effortless experience certification EECB20122118GSal90.
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