IT SUPPORT ENGINEER

Mo Orozco

323-***-**** *******@****.*** Los Angeles, CA

IT SUPPORT ENGINEER

Dedicated IT Support Specialist with extensive experience in troubleshooting, system configuration, and performance optimization within ITIL frameworks. Proven ability to manage complex technical environments, automate processes, and enhance security protocols to ensure operational excellence.

KEY EXPERTISE & CORE ACCOMPLISHMENTS

Troubleshooting & Support

System Configuration & Integration

Cloud & Hybrid Cloud Management

Security & Compliance

Automation & Scripting

Root Cause Analysis

ITIL Framework & Processes

Network & Server Administration

Technical Documentation

• Led cross-platform troubleshooting and integration of third-party systems, improving system reliability.

• Automated service management dashboards, reducing manual oversight and response times.

• Enhanced security controls and patch management processes, strengthening organizational security posture. PROFESSIONAL EXPERIENCE

Senior Technical Support Engineer January 2021 - Present SAIC Corp - Hybrid/Santa Ana, CA

Provide advanced technical support, system configuration, and root cause analysis within enterprise environments.

• Configure and troubleshoot third-party integrations across Active Directory inter-forest trust domains.

• Document SLA metrics and root cause analysis reports using Jira, improving incident response transparency.

• Monitor and review cloud policies for Azure and AWS hybrid environments, ensuring compliance and security.

• Optimize asset management lifecycle through ITAM/SMS/ITIL workflows, increasing operational efficiency.

• Collaborate with operational teams to deliver patching metrics and improve update processes. System Support Engineer June 2020 - January 2021

TEK SYSTEMS INC - Remote

Supported enterprise systems, developed automation scripts, and managed security configurations.

• Led ticket tracking meetings via ServiceNow ITSM, streamlining incident management.

• Developed Python scripts to audit logs and automate database requests, enhancing operational accuracy.

• Organized phishing campaigns for security awareness training, reducing security risks.

• Configured security controls including ZTNA, SASE, SD-WAN, MFA, VPN, and WAF to strengthen network defenses. Security Support Analyst June 2019 - June 2020

SOPHOS INC - Remote

Managed security log analysis, patching, and incident response for enterprise security appliances.

• Backed up and upgraded Sophos Log Correlation Engine servers and clients, ensuring data integrity.

• Created workflows for log ingestion, improving incident response times.

• Met SLA response and resolution targets during business hours and on-call periods.

• Collaborated with infrastructure teams to deliver patching metrics and security updates.

• Analyzed logs to identify root causes of security incidents, facilitating rapid response. Support Operations Specialist January 2018 - June 2019 Exacq Technologies ( Johnson Controls International) - Remote Supported deployment, troubleshooting, and security patching of surveillance hardware and software.

• Deployed custom builds using Intune, SCCM, and Ivanti Neurons for client solutions.

• Collaborated with development teams to troubleshoot call stack errors and core dumps.

• Applied security patches for NIST CVEs and STIGs, ensuring compliance.

• Advised on server configuration and hardening best practices for security and performance. Technical Support Specialist III March 2015 - December 2017 Exacq Technologies (Tyco Security Products) - Hybrid/Fishers, IN Provided technical support and hardware/software troubleshooting for security systems.

• Discovered and resolved memory leaks during deployment and upgrades.

• Led investigations of hardware design defects both in-field and remotely.

• Captured and analyzed network traces to identify irregular faults and trends.

• Conducted on-site visits for high-profile clients, ensuring technical issues were resolved efficiently. Technical Support II January 2013 - March 2015

Exacq Technologies - Fishers, IN

Managed pre-sales onboarding and post-sales support for international accounts.

• Supported cross-platform troubleshooting for Windows, Linux, and Mac OS X.

• Documented support tickets and solutions in Salesforce CRM.

• Reviewed and authored knowledge base articles to improve support resources. Service Technician June 2010 - January 2013

Fry’s Electronics - Fishers, IN

Performed hardware diagnostics, repairs, and customer service for electronic devices.

• Managed vendor communications and service requests.

• Diagnosed and repaired workstations and laptops, including warranty work.

• Documented service activities in Remedy/Sugar CRM.

• Ensured customer satisfaction through effective communication and problem resolution. Software Training September 2007 - May 2010

Indiana State University - Terre Haute, IN

Developed multimedia training materials and conducted workshops for students and staff.

• Presented multimedia projects to university board of directors.

• Created manuals, workshops, and publications for educational use.

• Installed and upgraded department-specific software on Windows 7 systems. EDUCATION & CERTIFICATIONS

Indiana State University, Terre Haute, IN, 2007 - 2010 Undergraduate coursework in political science, research, and communication. CompTIA A+

CompTIA Server+

CompTIA Linux+

CompTIA Network+

ADDITIONAL SKILLS

Language Proficiency

• Spanish Fluent Proficiency

• French Professional Working Proficiency

• Portuguese Professional Working Proficiency

Technical Skills

• Python, PowerShell, BASH

• REST API, JSON, XML

• GDB, WinDBG

• BurpSuite, Postman, Fiddler

• NFS, iSCSI,,SMB, SQL

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