</> Carlos Nieto

IT Service Delivery · Identity · Endpoints · Compliance

Hi, I'm Carlos Nieto.
I lead the IT operations that keep companies running — quietly and reliably.

IT Service Delivery Lead with 15+ years of experience across service desk operations, identity & access management, endpoint and asset management, vendor and license administration, and audit/compliance support. I'm the operational bridge between IT, Security, HR, Engineering, Finance, and the business.

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15+years in IT
10+years remote-first
4employers, 0 outages

About

A bit about me

I run the operational side of IT — service delivery, identity and access, endpoint management, audit and compliance, and vendor/SaaS optimization — for fully remote and hybrid organizations. I've spent the last several years leading service delivery for a high-volume environment while keeping ISO 27001 and Cyber Essentials Plus controls audit-ready.

My background spans roles as a Senior Solutions Engineer (Jamf, Intune, Okta), a Senior Collaboration Engineer at a global consumer-tech company (G Suite, O365, Slack, Zoom), and a Senior Technical Analyst at a major media organization supporting flagship editorial brands. I care about clear processes, runbooks over heroics, and shipping improvements that make the next on-call shift quieter than the last one.

  • LocationSt. Petersburg, FL
  • Current roleIT Service Delivery Lead
  • LanguagesEnglish · Spanish (fluent)

Skills

What I work with

Service Delivery & ITSD

  • Ticket triage, escalation, SLA management
  • Service continuity & incident response
  • Queue & workflow hygiene
  • Jira Service Management, ServiceNow, Remedy

Identity & Access

  • Okta (SSO, SCIM, Device Trust, Workflows)
  • Google Workspace & Microsoft 365 admin
  • GitHub SSO enforcement, access reviews
  • HR/identity automation tooling

Endpoint & Device Management

  • Jamf Pro / Connect / Protect (macOS)
  • Microsoft Intune (Windows)
  • BYOD MDM, configuration profiles, CIS benchmarks
  • Bash, PowerShell, MSI packaging

Security & Compliance

  • ISO 27001 & Cyber Essentials Plus
  • Vanta & CrowdStrike remediation
  • Planned access reviews, evidence collection
  • Security awareness training programs

Vendor & SaaS Management

  • Renewal pipelines & contract review
  • License optimization & tool rationalization
  • PO & standing PO design
  • Vendor executive summaries & negotiations

Networking & Collaboration

  • Ubiquiti remote office networking
  • Cloudflare Warp (VPN), DNS administration
  • Zoom Rooms, Polycom, WebEx, Slack
  • Python (Google IT Automation)

Selected accomplishments

Recent highlights

Service Delivery

High-volume IT service operations

Operate a high-volume service desk — personally resolving thousands of tickets across IT Service Desk and Infrastructure ops each year while leading a team handling many thousands more, sustaining service continuity through hiring waves, transitions, and project ramp-ups.

  • Jira SM
  • SLA
  • Okta
  • Jamf

Impact: No service disruption during two major program launches.
Decommissioned legacy applications, including migration to a new HRIS.

Vendor & Cost

Vendor & license optimization

Run an annual vendor renewal program covering 20+ contracts across the SaaS portfolio — collaboration, security, identity, design, finance, and developer tools. Drive license reductions, contract review, and tool rationalization in partnership with Finance and business owners.

  • Renewals
  • Procurement
  • SaaS

Impact: Six-figure annual SaaS savings without losing capability.

Identity & Access

Identity & access governance

Drove SSO enforcement, device-trust rollouts on critical SaaS platforms, removal of stale accounts, and policy decisions on personal-device access and temporary admin controls. Own access administration across the company's core platforms — identity, productivity, code, data, finance, and marketing tooling — including quarterly access reviews on tier-1 apps.

  • Okta
  • SSO/SAML
  • Device Trust
  • SCIM

Impact: Closed long-standing access-control gaps.

Compliance & Audit

ISO 27001 & Cyber Essentials Plus readiness

IT SME for ISO 27001 and Cyber Essentials Plus certification. Executed Vanta and CrowdStrike remediation, planned access reviews, offboarding-within-SLA tracking, MacOS upgrade campaigns, and evidence collection for audits.

  • Vanta
  • CrowdStrike
  • ISO 27001
  • CE+

Impact: Certifications maintained on annual audits.

Endpoint & Asset

Laptop refresh & asset management

Directed laptop refresh planning and procurement across multiple PO cycles. Managed device retrieval, reuse, wipe, and forecasting tied to project staffing demand.

  • Jamf
  • Intune
  • Procurement
  • MDM

Impact: Capacity ready for same-day onboarding waves.

Legacy

Enterprise email migration (O365 → G Suite)

Principal engineer for productivity tooling at a previous employer. Led the company-wide migration from Office 365 to G Suite, transferring tens of TB of email data while standing up unified video conferencing across global offices on multiple continents.

  • Google Workspace
  • O365
  • Slack
  • Zoom

Impact: Lower SaaS spend, unified collaboration stack.

Outside of work

Side projects

Personal · Game dev

Orbital Defense Protocol — iOS game

Designed, developed, and shipped a tower-defense game on my own time. Owned the project end-to-end — gameplay design, art integration, UX, build pipeline, and App Store submission — and published it to the iOS App Store.

  • Godot Engine
  • GDScript
  • iOS
  • App Store

Impact: Live on the App Store as a solo-shipped title.

Experience

Where I've worked

  1. IT Service Delivery Lead

    Digital health company · Remote · 2021 — Present
    • Lead end-to-end IT service delivery: support, IAM, endpoint ops, vendor management, audit/compliance — bridging IT, Security, HR, Engineering, Finance, and the business.
    • Run a high-volume service desk with strong SLA performance; led team in resolving thousands of tickets per year.
    • Drove an annual vendor renewal program (20+ contracts) generating six-figure SaaS cost savings.
    • Provided IT operational leadership for two major company-wide program launches without service disruption.
    • Implemented Okta Device Trust, automated entitlement workflows, and quarterly access reviews on tier-1 applications.
    • Lead a small team of remote IT Support Engineers; supported professional growth via Okta and Jamf certifications.

  2. Senior Solutions Engineer

    Same employer (digital health) · Remote · 2019 — 2021
    • Implemented Jamf Pro / Connect / Protect for macOS and Microsoft Intune for Windows; defined OS policies aligned with CIS benchmarks.
    • Integrated productivity apps with Okta for SSO and SCIM provisioning/deprovisioning.
    • Modernized the company VPN to a Zero Trust solution; designed and installed video conferencing for HQ and executive offices.
    • Deployed company-wide security awareness training and built a legal-hold workflow for data retention.

  3. Senior Collaboration Engineer

    Global consumer-tech company · Remote · 2014 — 2019
    • Principal engineer for Google Workspace, O365, Slack, and Zoom; led company-wide email migration from O365 to G Suite.
    • Reduced SaaS operational costs through vendor contract negotiation and license optimization.
    • Automated workflows for Legal, Finance, and onboarding using Jira Service Management; hosted IT brown-bag training sessions.
    • Supported global events linking offices across multiple continents via video conferencing.

  4. Senior Technical Analyst

    Major media organization · New York, NY · 2009 — 2014
    • Primary IT escalation lead for flagship editorial brands; 24/7 on-call for senior executives and VIPs.
    • Coordinated company-wide Mac and PC fleet refresh and managed full-floor desktop/printer relocations.
    • Created printer scripts for automated Mac setups, deployed VMware for dual-system users, and supported large internal events.
    • Supported encryption (CREDANT), ticketing (Remedy ARS, ServiceNow), VC (Polycom HDX), and remote support (Bomgar).

Certifications & education

Credentials

Jamf Certified Expert (CCE)Jamf
Apple Certified Mac TechnicianNova Works, NYC
macOS Support EssentialsNova Works, NYC
Google IT Automation with PythonCoursera
G Suite Administration SpecializationCoursera
GitHub AdministrationCoursera
Windows PowerShell v4.0 (Parts 1 & 2)Microsoft WorkshopPLUS
Office 365 Exchange Online: Admin & ConfigurationMicrosoft WorkshopPLUS
Okta Administrator TrainingOkta
B.A. EconomicsBaruch College, New York, NY

Contact

Let's talk

The fastest way to reach me is email — happy to chat about roles, referrals, or interesting infrastructure problems.

carlos@nietomail.com LinkedIn GitHub