Technical Support Systems Administrator

Juan Camilo Pinillos Duque

Medellín, Colombia 305-***-**** *******@*****.*** LinkedIn: www.linkedin.com/in/pinillosduque

IT Systems Administrator Cybersecurity Analyst Technical Support Specialist

Proactive IT professional with over 8 years of experience delivering technical support, managing systems infrastructure, and strengthening cybersecurity across global environments. Proven expertise in Active Directory, Microsoft 365, Azure, and endpoint protection platforms. Strong communicator, fluent in English and Spanish, known for resolving issues efficiently and exceeding user expectations.

Core Competencies

- Systems & Network Administration

- Cybersecurity Monitoring & Compliance

- Microsoft 365 & Azure AD Management

- End-User Technical Support (Remote & On-site)

- Vulnerability Remediation & Endpoint Security (CrowdStrike)

- IT Asset Management (Snipe IT)

- Windows Server IP Telephony Software Troubleshooting

- Documentation & Ticketing SCRUM Fundamentals

- Bilingual: English, Spanish (Portuguese – Basic)

Professional Experience

EFL Global — Systems Executive

Remote ️ August 2024 – Present

- Provide global IT support for employees across multiple regions

- Manage user accounts, policies, and permissions via Active Directory, Azure, and Microsoft 365 Admin

- Handle system security, asset tracking (Snipe IT), and threat response using CrowdStrike

- Assist with onboarding/offboarding processes and Exchange administration

VTech Dealer IT — Help Desk Technician

Remote ️ June 2019 – July 2024

- Delivered Tier 1–2 support to dealership clients in the U.S. (hardware/software/peripherals)

- Managed AD users, permissions, and licenses within Microsoft 365 Admin Center

- Resolved IP phone, printer, and in-vehicle software issues across a large user base

- Completed annual cybersecurity training and contributed to documentation efforts

BSL – Bank Schwartz & Levitz — Tech Support / Project Administrator

Hollywood, Fla. USA ️ October 2017 – June 2019

- Provided internal IT support and monitored network health and performance

- Assisted in project coordination and maintained asset inventory documentation

Cumbres Private School & CEIPA University — English Teacher

Medellín, Colombia ️ January 2013 – October 2018

- Taught English and designed learning assessments for students of various levels

- Developed strong communication and training skills applicable to IT instruction

Education

Naugatuck Valley Community College, Connecticut, USA

- A.S. in Computer Information Systems

- Microcomputer Network Specialist

- Microcomputer Network Customer Support

2000 – 2005

Hunter College – City University of New York

2012

Certifications

- Microsoft Cybersecurity Certificate – 2024

- Google Cybersecurity Certificate – 2024

- Microsoft 20740: Installation, Storage, and Compute with Windows Server 2016 – 2024

- Cybersecurity Training (2021–2024) – VTech Dealer IT

- SCRUM Fundamentals Certified – 2024

- APTIS English Proficiency – British Council – 2024

- University of Cambridge TKT – 2024

Technical Skills

- Microsoft Office Windows Server MacOS

- Azure AD Microsoft 365 Exchange

- CrowdStrike Snipe IT Bitrix

- QuickBooks Web Design (Dreamweaver MX)

- Networking (Basic Monitoring & Performance Tracking)

Languages

English – Native

Spanish – Native

Portuguese – Intermediate

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