Mark Soto

I am an IT Manager with over 8 years of experience in customer service, technical support, and IT operations. My expertise lies in finance systems, process optimization, and team leadership. I am passionate about implementing solutions that streamline systems and drive organizational success.

Currently, I lead the service desk operations at Merchant Industry LLC, where I have successfully reduced helpdesk ticket volume from 60 per day to 10-15 through strategic workflow improvements. I have reorganized our internal IT infrastructure and developed remote workstations, overseeing software rollouts for both in-office and remote setups. My collaborative approach with senior leadership has aligned our technical goals with broader business strategies, resulting in positive changes in our daily workflows.

Previously, I served as an Assistant Manager and Technical Support Specialist, where I honed my skills in team management and technical support. My experience as a Data Center Technician further solidified my technical capabilities, allowing me to work effectively with international teams to maintain system uptime. I am dedicated to fostering a culture of continuous improvement and innovation within my teams.