Meet Carlos, Technical Support Specialist at Roche

canadam, blog, careers, end user services, technical support

Hi, my name is… 

Carlos. I grew up in Havana, Cuba, the largest island in the Caribbean Sea located 90 miles south from Florida, US. I studied at the Polytechnic University of Havana (ISPJAE) and completed my degree in Telecommunications in 2001. After that, I worked on different projects at the University to assist in the implementation of the mobile infrastructure in the country while also leading the Informatics department at the National Association of the Blind of Cuba. In 2005, I moved with my wife and daughter to Ontario, Canada where I worked for Siemens Solutions and Services before joining Roche in January 2010.

My typical day at work is…

…ensuring all the IT infrastructure (network, servers, telephony) for our site is up and running optimally, as well as liaising with Global and Regional teams who are in charge of supporting and monitoring it. I’m also responsible for providing employees with the entitlements and equipment they need to perform their work and providing assistance to our Desk Side Support team.

The location I am working at is…

Mississauga, the Headquarters for Roche Canada Pharma. To reduce my commute, I moved closer to the office to the city of Brampton, which provides me with spectacular views of apple farms on my way to work. The new Roche Canada building provides an open concept environment, massage and rejuvenation areas, a fully-equipped gym, excellent co-workers and a five-minutes walk to restaurants and other amenities.

My work helps Roche to …

maintain its infrastructure and ensure employees have the technical resources they need to perform their job efficiently and, ultimately, help improve patients` lives.

Roche as an employer is…

a life-changer. It is not just a great place to work but it also gives you PURPOSE, I feel that my work as well as my development and personal life matters. Roche is not only focused on delivering results but also about the people delivering those results. It is a challenging environment where we are encouraged to improve, to innovate, and to NOT be complacent. I value the culture of diversity and inclusion at Roche - it is like a family working toward the same goals while respecting everyone’s individuality.

What accomplishment are you most proud of?

When we moved to the new building I had the opportunity to be involved in the planning, design and implementation of the entire IT infrastructure. I feel really proud that I was able to install, configure and test every piece of equipment and IT infrastructure component in the building. It is particularly rewarding to see that over the years, it is still performing according to the original design.

What's the best advice you have ever received in your career, and who gave you it?

The best advice I received during my career at Roche was provided by my current manager (paraphrasing): “Learn to listen, harness your impulse to jump into solution mode before giving others the opportunity to fully explain their needs or issues. You will not be able to provide a ‘proper’ solution to a problem if you do not completely ‘understand’ what the problem is.”

Tags: Career Blog, Canada, Information Technology