CM

Open to opportunities

Carlos Machado

@carlosmachado2

IT Support Lead with 10+ years securing endpoints, managing identity, and delivering enterprise uptime.

What I'm looking for

I’m looking to lead reliable, human-centered IT support—strengthening identity and endpoint security, improving uptime through proactive monitoring, and using automation and knowledge bases to reduce friction for users and teams.

I’m an IT Support Lead and bilingual IT Specialist with over ten years of experience optimizing enterprise infrastructure and cloud environments. I’m methodical, highly organized, and I focus on turning complex technical issues into human-centric solutions that keep people productive.

At SoftBank (Via Saragossa), I lead a high-volume 24/7 tech support queue, mentoring the Help Desk team to remove blockers for cross-functional partners. I manage Okta access policies and user onboarding to strengthen compliance and identity workflows, while handling deep-dive troubleshooting for desktop suites, financial apps like Anaplan/CapIQ, and remote devices using JAMF and Microsoft Intune.

I’ve also driven proactive system monitoring and structured troubleshooting as a Senior Information Technology Analyst, auditing core services like Active Directory, Exchange Servers, and backup systems using ConnectWise Automate. Earlier, as a New Projects Specialist, I bridged complex network and virtualized systems for real-world teams and automated repetitive infrastructure work with batch and PowerShell—reducing errors and giving time back to the engineering effort.

Experience

Work history, roles, and key accomplishments

SS

IT Support Lead

SoftBank (Via Saragossa)

Dec 2021 - Jun 2026 (4 years 6 months)

Led a high-volume 24/7 global help desk queue and mentored support staff to unblock cross-functional teams. Managed Okta access policies and user onboarding, performed deep-dive troubleshooting using JAMF and Microsoft Intune, and built a knowledge base within 6 months for self-service support.

IT Support IT Service Management Okta Identity & Access Management Jamf Microsoft Intune

SL

Senior Information Technology Analyst

Soutec Latam

Feb 2019 - Dec 2021 (2 years 10 months)

Conducted round-the-clock server and infrastructure monitoring with ConnectWise Automate to prevent failures and protect uptime. Performed root-cause analysis for Active Directory, Exchange Servers, and backup services, and implemented WSUS-based Windows patch management while documenting IT standards in MyITProcess.

ConnectWise Automate Manage Active Directory Backup Services WSUS Patch Management

CU

New Projects Specialist

Cines Unidos

May 2013 - Jan 2019 (5 years 8 months)

Acted as the technical bridge for theater personnel, translating complex network and virtualized systems into practical solutions to minimize operational downtime. Automated repetitive infrastructure tasks with batch and PowerShell scripts and troubleshot Layer 2 network issues on Cisco routers and switches.

Powershell Scripting Batch Script Network Troubleshooting Automation

Education

Degrees, certifications, and relevant coursework

MU

Michigan State University

Bachelor of Arts, Telecommunication Studies and Media

Earned a Bachelor of Arts in Telecommunication Studies and Media from Michigan State University (completed May 2005).

Tech stack

Software and tools used professionally

Gmail

Okta

Jira

PowerShell

iOS

Windows

Root Cause

JAMF

Anaplan

Microsoft Intune

Dive

Keep

Bridge

Remote

Safe

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