Carlos Barrera

I’m a customer-focused IT Support Specialist with 3+ years of experience delivering end-user support and technical troubleshooting. I’m currently pursuing a B.S. in Information Technology (Computer Forensics & Security), which strengthens how I approach networking, identity management, and system security.

In my roles at Global Payments, I provide Tier 1 and Tier 2 support, diagnose hardware/software/connectivity issues across diverse environments, and follow ITSM best practices with high-volume ticket queues and detailed knowledge-base documentation. I also manage identity and access requests (password resets, MFA troubleshooting, and user permission adjustments) and support remote connectivity by helping users with VPN configuration and access issues. I’ve escalated complex bugs to Tier 3 engineering with comprehensive diagnostic logs, and I’ve driven measurable outcomes—reducing churn by 75% through proactive account interventions and improving onboarding time-to-value by 20% with a streamlined workflow.