Tier 2 IT Support Specialist - Fully Remote Expert
Resume:
SERGIO GARCIA IT SPECIALIST
956-***-**** ************************@*****.*** Brownsville, TX
CAREER SUMMARY
Experienced IT Specialist with 5+ years in the industry, specializing in system administration, endpoint security, cloud-based device management, and technical support. Adept at using Microsoft Intune, Azure AD, Active Directory, Zscaler and Meraki to support and secure enterprise systems. Known for minimizing downtime, managing device provisioning and ensuring compliance. Currently excelling in a regional IT role for over 3 years, providing strategic IT solutions and support. Passionate about leveraging technology to drive innovation and improve system reliability. Seeking to apply my expertise in a dynamic environment to enhance security, performance, and user experience.
TECHNICAL SKILLS
System/Tools: Microsoft Intune, Azure AD, Active Directory, Zscaler, Meraki, ServiceNow, Office 365 Admin, Exchange Admin, RingCentral
Operating systems: Microsoft Windows 11/10/8/7, macOS, Linux, Android, iOS
Networking: TCP/IP, DHCP, DNS, LAN/WAN, Ethernet, Router Configuration
Security: Endpoint compliance, access control, software approval workflows, backup management
Hardware: Laptops, desktops, docking stations, monitors, peripherals, printers, driver installation
PROFESSIONAL EXPERIENCE
REGIONAL IT SPECIALIST Southwest Key Program Nov 2021 – present
Provision and configure laptops and desktops with Windows OS and Microsoft Intune
Register and support mobile devices (Android/iPhone) through Intune MDM
Administer Active Directory and Azure AD: reset passwords, manage user accounts, security groups, and distribution lists
Monitor device and switch status via Meraki dashboard to troubleshoot and track assets
Support staff with equipment setup: monitors, docks, Ethernet, printers, peripherals
Manage software requests by collecting documentation and escalating to InfoSec for policy approval
Track all distributed IT assets and enforce user accountability through sign-out forms
Use ServiceNow to manage, resolve, and escalate support tickets across multiple sites
IT TECHNICIAN TIER 2 Advanced Call Center Technologies Sep 2020 – Jul 2021
Provided Tier 2 support for IT infrastructure, resolving escalated technical issues.
Maintained and configured workstations, VoIP systems, and internal applications.
Assisted with network troubleshooting, improving connectivity and uptime.
IT TECHNICIAN HELP DESK & DESIGN Barcom Technology Solutions Mar 2020 – Aug 2020
Provided remote IT support for clients, troubleshooting hardware and software issues.
Designed and implemented IT solutions tailored to business needs
Assisted with cybersecurity measures to protect client data.
IT TECHNICIAN (INTERN) Cameron County Jan 2020 – May 2020
Assisted in risk assessments and vulnerability scans to identify and mitigate security threats.
Monitored network activity and reviewed logs for potential security incidents.
Helped document and update internal security protocols and compliance procedures
ADDITIONAL EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE Maximus Oct 2014 – Mar 2020
SATELLITE INSTALLATION TECHNICIAN Mastec May 2014 – Sep 2014
CUSTOMER SERVICE REPRESENTATIVE CPL Energy Jul 2013 – Dec 2013
SHIFT MANAGER McDonalds Oct 2008 – Jun 2013
EDUCATION
BACHELOR OF SCIENCE IN CYBER SECURITY University of Texas Rio Grande Valley
2023 – Present
ASSOCIATE OF APPLIED SCIENCE IN COMPUTER INFORMATION SYSTEMS Texas Southmost College
2018 – 2020
REFERENCES
Jesse Tejada (Regional Manager DTO End User Experience)
Jose Zarate (Digital Operations Director)
Juan Sauceda
(Regional IT Specialist)
Michael Barrera
(Regional IT Specialist)
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