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Carlos Ortiz is a seasoned IT professional with extensive experience in managing customer support services and technical teams across multiple companies. Currently serving as a Senior Manager at Percepta since July 2017, Carlos leads Tier-1 and Tier-2 support teams for BPO call centers on a global scale, overseeing various technologies including OKTA, Zoom, and CRM systems such as Salesforce and Microsoft Dynamics. Prior roles include Technical Services Manager at L3Harris Technologies, where a focus on customer satisfaction and first-call resolution was emphasized, and Manager of Infrastructure at IAP Worldwide Services, responsible for help desk and network staff management. Carlos began their career as Manager of IT Services at Johnson Controls World Services. Academic background includes a degree in Information Systems, Electronics, and Information Technology from Computer Learning Center.