Miguel Carrillo
Lancaster
Summary
Attentive Desktop Support Technician with 4 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Desktop Support Technician
SMS Data Products
01.2025 - Current
- Act as a subject matter expert in Windows OS, hardware, and software, managing installation, configuration, and maintenance.
- Analyze Assured Compliance Assessment Solution (ACAS) scans and apply solutions to machines.
- Utilize Security Technical Implementation Guides (STIGs) to conduct rigorous assessments on local systems, ensuring adherence to DoD security standards.
- Implement SCAP for local machine scans, ensuring DoD compliance.
- Investigate and resolve complex technical issues escalated from lower-tier technicians, ensuring timely resolution to minimize downtime and business impact.
- Conduct root cause analysis and provide recommendations to prevent recurring issues and improve system performance and reliability.
- Document and communicate technical procedures and solutions to end-users and team members to enhance knowledge sharing and support continuity.
- Participate in the development and implementation of IT projects, including system upgrades, migrations, and rollouts.
Linux Administrator T2
SMS Data Products
05.2023 - 01.2025
- Engineered a STIG scanning solution using Ansible, enabling detailed compliance reporting for individual STIGs.
- Managed and optimized a High-Performance Computing (HPC) Cluster, ensuring peak performance and reliability.
- Designed and deployed a hardened OS image for the upgrade from RHEL 8 to RHEL 9, enhancing security and performance.
- Implemented and managed Windows VMs to provide clients with access to multiple OS environments.
- Automated the build process of software from source code, significantly reducing manual intervention.
- Created a non-networked Red Hat 8 image for a standalone ACAS scanner system, ensuring operational continuity in isolated environments.
- Collaborated on code development using GitLab, contributing to continuous integration and deployment processes.
- Developed knowledge management processes to streamline information sharing and documentation.
- Developed Ansible playbooks to automate baseline configuration, ensuring STIG compliance, user account management, repository creation, and software installations.
Desktop Support Technician T2
SMS Data Products
04.2022 - 05.2023
- Led a team in identifying and resolving advanced technical challenges, improving system uptime and user satisfaction.
- Automated routine tasks and workflows through PowerShell scripting, enhancing operational efficiency.
- Spearheaded a mass tech refresh, replacing non-compliant and out-of-warranty systems, and maintaining SLA adherence.
- Successfully resolved over 2,000 support tickets within a year, consistently meeting and exceeding SLA targets.
- Delivered comprehensive support for Windows-based systems, troubleshooting complex hardware, software, and network connectivity issues.
Field Service Technician
Unisys
01.2021 - 04.2022
- Achieved a 98% ticket resolution rate within SLA, ensuring high levels of client satisfaction.
- Authored Standard Operating Procedures (SOPs) to assist new technicians, improving onboarding and training efficiency.
- Provided expert hardware and software support for Dell systems, including on-site repairs and installations.
Corporal 88M
US Army Reserves
11.2019 - Current
- Led logistical operations, managing teams to ensure the timely delivery of critical supplies across various units.
- Facilitated the Army email migration to Google for lower-enlisted soldiers by creating SOPs and coordinating with AESD, streamlining the transition process.
- Maintained comprehensive records of vehicle maintenance and operations, ensuring strict adherence to military regulations.
- Commanded a mission involving the transportation of equipment valued at over $2 million from Camp Parks to Camp Pendleton, demonstrating strong leadership and logistical expertise.
- Earned five Army Achievement Medals (AEM) and three Army Certificates of Achievement for outstanding performance.
Education
High School Diploma -
Lancaster High School
Lancaster, CA06-2020
Skills
- Red Hat Enterprise Linux (RHEL) 7/8/9
- Windows 10
- Windows 11
- Ansible
- Bash Scripting
- STIG Implementation
- SCAP Scanning
- Storage Area Networks (SAN)
- Full Data Backups
- Active Directory
- High-Performance Computing (HPC) Clusters
- Windows VMs Deployment and Management
Certification
- CompTIA Security+
- CompTIA Linux+
- Secret Clearance
- HDI Support Center Analyst
Timeline
Senior Desktop Support Technician
SMS Data Products
01.2025 - Current
Linux Administrator T2
SMS Data Products
05.2023 - 01.2025
Desktop Support Technician T2
SMS Data Products
04.2022 - 05.2023
Field Service Technician
Unisys
01.2021 - 04.2022
Corporal 88M
US Army Reserves
11.2019 - Current
High School Diploma -
Lancaster High School
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