CARLOS POCASANGRE
@carlospocasangre
Results-driven Technical Support Lead and Data Analyst turning insights into reliable, efficient outcomes.
El SalvadorWhat I'm looking for
I’m a motivated, results-driven professional with experience across technical support, systems work, and data analysis—known for adapting quickly, learning fast, and delivering high-quality outcomes. I’ve worked through roles from Help Desk Analyst to Technical Support Lead, providing Tier 1 & 2 support while monitoring compliance and using technical auditing to prevent system errors.
At Concentrix (HP AIP), I engineered technical solutions for HP’s subscription-based printer ecosystem and improved team performance by implementing standardized troubleshooting protocols. I also use data analysis to identify recurring friction points and reduce AHT through improved diagnostic workflows, while supporting team growth by mentoring over five junior advisors and leading a team of 18 technicians.
Experience
Work history, roles, and key accomplishments
Technical Support Lead
Concentrix
Jan 2024 - Present (2 years 5 months)
Engineered technical solutions for HP’s subscription-based printer ecosystem, handling complex network and hardware diagnostics. Promoted to Backup Supervisor and led a high-performing team of 18 technicians, improving resolution rates and reducing AHT through standardized troubleshooting and improved diagnostic workflows.
Systems Analyst
Sykes/Foundever
Jan 2020 - Jan 2022 (2 years)
Managed sensitive insurance data for MetLife & Cigna, resolving discrepancies in policy-related debts and benefit structures. Built Excel/VBA automation to streamline benefit review and reduce manual entry errors.
Desk Analyst
Teleperformance
Jan 2016 - Jan 2019 (3 years)
Provided Tier 1 & 2 technical support for internal advisors, advancing from reservation management and supporting process compliance. Used technical auditing to prevent system errors and help maintain 100% uptime for critical reservation databases.
Education
Degrees, certifications, and relevant coursework
Don Bosco School
Bachelor’s Degree, General Studies
Completed a General Bachelor’s Degree at Don Bosco School (specific program details not provided).
Self-taught (Computer Science)
Continuing Education (Self-taught), Computer Science
Completed self-taught computer science learning, including C++, JavaScript, and web development.
Tech stack
Software and tools used professionally
Availability
Location
El SalvadorAuthorized to work in
Job categories
Skills
Interested in hiring CARLOS?
You can contact CARLOS and 90k+ other talented remote workers on Himalayas.
Message CARLOSFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
