Carlos Pineda
Auburndale
Summary
IT professional skilled in ServiceNow administration and IT service management. Expertise in technical support, project coordination, and process improvement, with a focus on enhancing operational efficiency and developing training materials. Strong communicator adept at collaborating with teams to solve complex issues and streamline project workflows.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Support Engineer / Project Coordinator / ServiceNow Administrator
ReliaSource Inc.
08.2024 - Current
- Administer and configure ServiceNow to support IT service management, project workflows, reporting, and operational processes.
- Develop and maintain ServiceNow Client Scripts, Business Rules, Script Includes, GlideAjax functionality, scheduled jobs, notifications, reports, dashboards, and workflows.
- Configure and maintain ServiceNow Update Sets and development environments while supporting controlled deployment of platform changes.
- Improve project workflows and operational processes by redesigning existing ServiceNow functionality and converting legacy processes to more efficient Work Order-based workflows.
- Provide technical support and troubleshooting across enterprise IT environments, resolving hardware, software, deployment, and user-support issues.
- Coordinated technical deployments and field-service activities, overseeing technician scheduling, site support, equipment deployments, relocations, and troubleshooting tasks.
- Collaborate with engineers, project coordinators, technicians, and customers to troubleshoot issues and keep deployments and projects on schedule.
Owner / Computer Repair & IT Technician
NorthStar Industries
- Current
- Delivered independent computer repair, IT troubleshooting, hardware diagnostics, system configuration, and technical support services to enhance user experience.
- Diagnose and repair desktop computers, laptops, peripherals, and other consumer technology.
- Troubleshoot hardware and software issues, including component failures, operating system problems, display issues, connectivity problems, and device configuration.
- Engaged directly with customers to identify technical issues, explain solutions, and provide tailored service recommendations.
- Sourced, evaluated, repaired, and prepared used technology and computer hardware for resale, ensuring quality and reliability.
Dispatcher
Sofidel
01.2023 - 06.2024
- Coordinated shipment movement and scheduling by effectively communicating with drivers, warehouse personnel, and internal teams.
- Resolved shipment and scheduling issues to minimize delays and enhance operational efficiency.
- Maintained accurate shipment records, ensuring efficient movement of materials through the facility.
- Coordinated incoming and outgoing shipments of paper products while supporting daily logistics operations.
Customer Support Trainer
AT&T
01.2020 - 12.2023
- Coached new and existing agents on effective communication, troubleshooting, and customer interaction techniques.
- Trained call center representatives on customer service procedures and company policies. Enhancing their ability to provide effective support.
- Coached employees through questions and real-world customer service scenarios to improve their problem-solving skills and confidence.
- Provided feedback and guidance to help representatives improve performance and maintain service-quality standards.
- Explained complex procedures and processes in an easy-to-understand manner for employees with varying levels of experience.
Skills
- ServiceNow Administration
- Process improvement
- Flow Designer
- Reports & Dashboards
- Scheduled Jobs
- Workflow Automation
- IT Troubleshooting
- IT Asset Management
- Windows
- Enterprise Deployments
- Technical Training
- Project Coordination
- Customer Support
- Technical Documentation
- System Configuration
- Customer relationship management
- Problem resolution
Certification
- ServiceNow Certified System Administrator (CSA), Previously Certified; certification expired 2026
- ServiceNow Certified Implementation Specialist – IT Service Management (ITSM), Previously Certified; certification expired 2026
Languages
English
Native
Native
Spanish
Proficient (C2)
C2
Affiliations
- Electronics hobbisty
Timeline
Support Engineer / Project Coordinator / ServiceNow Administrator
ReliaSource Inc.
08.2024 - Current
Dispatcher
Sofidel
01.2023 - 06.2024
Customer Support Trainer
AT&T
01.2020 - 12.2023
Owner / Computer Repair & IT Technician
NorthStar Industries
- Current