IT Support Technician CompTIA-Certified Customer-Focused Technical

JOSE MORENO REYES

San Diego, CA • 858-***-**** • ************@*****.*** • linkedin.com/in/jmorenoreyes IT Support Technician CompTIA-Certified Customer-Focused Technical Troubleshooting PROFESSIONAL SUMMARY

CompTIA Network+ and Security+ certified IT Support Technician with 4+ years of Tier I/II desktop support. Skilled in Windows/macOS troubleshooting, Microsoft 365, Active Directory/Entra ID, Intune, and JIRA, with a security-conscious mindset to deliver fast, high- quality resolutions.

TECHNICAL SKILLS

• Endpoint & OS Support: Windows 10/11 imaging & deployment, macOS support, driver management, hardware diagnostics, break/fix, vendor repair coordination, mobile devices (iOS / Android), peripherals

• Microsoft 365 & Cloud: Outlook, Teams, OneDrive; Entra ID fundamentals; Azure VM deployment & NSG configuration

• Endpoint Management & Asset: Microsoft Intune & Autopilot (foundational), asset tagging, inventory & lifecycle management

• Networking: TCP/IP, DNS, DHCP, VPN, wireless configuration, network printer setup, remote access (RDP, VPN)

• Scripting & Automation: PowerShell (foundational)

• ITSM & Ticketing: Incident tracking, escalation, documentation, JIRA

• Security: Microsoft Defender, endpoint security, phishing & malware identification EXPERIENCE

IT Support Technician (Tier I/II) 2017 – 2021

Hewlett-Packard / MarketSource San Diego, CA

• Delivered Tier I/II support for HP desktops, laptops, and printers in a high-volume, customer-facing retail environment, achieving high first-contact resolution rates.

• Diagnosed and resolved connectivity, OS, and driver issues through hands-on troubleshooting, minimizing customer downtime.

• Guided end users through browser configuration, network printer integration, and wireless setup.

• Ranked consistently in the top 2 for product enrollment and support metrics through service quality and technical accuracy. Cyber Threat Analyst (Intern) Jun 2025 – Aug 2025

Cyber Security Forum Initiative (CSFI) Remote

• Produced threat intelligence reports and predictive assessments for RFIs using the MITRE ATT&CK framework and Diamond Model to profile adversary TTPs.

• Conducted OSINT collection on phishing and malware delivery techniques, translating technical findings into clear, accessible briefings.

Junior Cybersecurity Analyst (Intern) Aug 2025 – May 2026 California State University – San Marcos Remote

• Monitor and triage system and security alerts through Microsoft Defender and Splunk, documenting findings and escalating to the appropriate IT teams.

• Partner with IT support and infrastructure teams to resolve incidents and remediate affected systems.

• Log and track incidents in the ticketing system to ensure proper escalation, resolution, and documentation. TECHNICAL PROJECTS

Cloud Endpoint & Identity Lab, Microsoft Azure / M365

• Deployed and configured virtual machines in Microsoft Azure, imaging Windows endpoints and validating post-deployment functionality to simulate workstation provisioning workflows.

• Administered user accounts, groups, and roles in Azure Active Directory (Entra ID), applying RBAC and least-privilege principles to manage access and permissions.

• Configured Microsoft 365 and Defender for Office 365 services, troubleshooting mail flow, access, and policy settings across simulated end-user scenarios.

• Authored knowledge-base-style documentation of configurations and fixes to support repeatable, self-service end-user troubleshooting.

EDUCATION & CERTIFICATIONS

M.S. Cybersecurity — California State University – San Marcos 2026 B.S. Computer Science — San Diego State University 2022 Certifications: CompTIA Network+ • CompTIA Security+ • CompTIA CySA+ • SC-200

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