It Support Help Desk

Miguel Canizales

Network Engineer IT Support Specialist Cloud Infrastructure Technician- 206-***-**** Greater Seattle Area, WA ******.***********@*****.*** https://www.linkedin.com/in/miguel-canizales-061881198 Professional Summary

Results-oriented IT professional with 3+ years of experience supporting Azure cloud infrastructure, network systems, and technical support operations. Proven success in reducing downtime, optimizing system performance, and delivering client-focused solutions. Strong background in hybrid environments, virtual networking, VPNs, and help desk support. Holds AZ-900, Google IT Support, and CompTIA A+ certifications. Passionate about continuous learning, cross-team collaboration, and mentoring emerging tech professionals. Core Competencies

• Networking Tools: Azure Networking, Azure VPN, DNS, LAN/WAN, Windows Server

• Systems & Platforms: Microsoft Azure, Windows OS, SQL Server, Cloud Infrastructure

• IT Support: Ticketing Systems, Help Desk, Troubleshooting, Technical Documentation

• Security & Compliance: VPN Security, Hybrid Environment Configurations, Risk Mitigation

• Soft Skills: Client Relations, Cross-functional Communication, Process Improvement Certifications

• CompTIA A+ Certificate

• AZ-900: Microsoft Azure Fundamentals

• Google IT Support Certificate

• Windows Server Specialist – SQL 2019

Professional Experience

Azure Network Engineer

Microsoft (via LTI Mindtree) – Bellevue, WA Aug 2022 – Apr 2025

• Engineered secure, fault-tolerant Azure network infrastructures to support hybrid customer environments with 99.9% uptime

• Designed and implemented VPN configurations between on-premises networks and Azure cloud platforms

• Collaborated with Microsoft product teams on new Azure Networking features, enhancing service quality and adoption

• Identified and mitigated system outages, reducing downtime by 90% and increasing reliability for global clients

• Provided Tier 2–3 technical support, resolving high-impact issues and improving ticket closure rates Help Desk Analyst – Tier 1

Starbucks Technology – Seattle, WA Aug 2021 – Aug 2022

• Launched new help desk ticketing system, improving resolution speed by 80% and enhancing user satisfaction

• Delivered remote and in-person troubleshooting for software, hardware, and network issues

• Documented support protocols and knowledge base articles to streamline issue resolution

• Collaborated with IT teams to identify recurring issues and implement long-term solutions Technical Support Specialist

Aleeko Products – Renton, WA Jul 2020 – Jul 2021

• Provided phone and email support for product-related technical issues, achieving a 90% customer satisfaction rating

• Reduced customer support costs by 90% through proactive troubleshooting and escalation management

• Resolved complex technical issues and maintained accurate documentation for recurring incidents

• Supported internal users with system setups, updates, and account troubleshooting Education

CompTIA A+ Training Certification Program Per Scholas, Remote July 2025 Bachelor of Arts in Communications Fresno Pacific University – Fresno, CA 2011 – 2014 Achievements

• Premier Support Promotion: Promoted to serve Microsoft’s Premier Clients based on technical excellence

• 5-Star Client Feedback: Consistently received top satisfaction ratings from enterprise-level clients

• Technology Ranger Recognition: Recognized for cross-training in multiple Azure technologies Languages

• English – Native

• Spanish – Proficient

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