carlo ofguar

Seasoned IT Service Desk leader with over 22 years of experience in technical support, incident management, and team development. Most recently served as Associate Manager at Visa, where you led service desk operations, achieved 98% SLA compliance, and boosted CSAT scores by 10%. Skilled in troubleshooting Microsoft 365, Exchange, cloud infrastructure (AWS, Azure), and network connectivity—including support for Australian clients. Adept at configuring routers/firewalls, managing VoIP systems, and implementing disaster recovery protocols. Known for mentoring teams, streamlining workflows, and driving performance through data analysis and automation.

Completed a Micro System Technician program at ICCT College (1997–1999), providing a strong foundation in hardware and systems support. Enhanced technical expertise through certifications including ITIL 4 Foundation, CompTIA A+, Security+, and Dell Certified Systems Expert. Ongoing professional development in project leadership, documentation, and presentation skills reflects a commitment to continuous learning and excellence in client-facing IT support.