Resume

Certifications

Mastercard
Cybersecurity

HackTheBox
CDSA

CompTIA
Security+

CompTIA
Network+

Google
Cybersecurity

Windows
Networking Galileo · 2023

AZ-500
Azure In Progress

Experience

1. Systems Administration & IT Security Specialist

   Sep 2022 – Present

   Componentes Industriales S.A. · Guatemala City

   IT Department  ·  Guatemala City - Administered **Windows Server 2022** and **Active Directory**, managing user accounts, group policies, access privilege controls, and M365 email provisioning and mailbox configuration - Deployed and managed VPN infrastructure providing secure encrypted remote access to production systems for field users via an **Alpine Linux VM** and **Tailscale**, enabling RDP connectivity to on-premises systems - Supported server migration initiatives and automated **Microsoft SQL Server** database tasks using SQL Server Agent - Applied security hardening practices across server and endpoint infrastructure, reducing exposure and enforcing least-privilege access policies - Maintained and secured the company web presence including access management and routine security updates - One of two IT staff — handled end-to-end infrastructure support, user administration, and system maintenance across the business environment
2. Operations Supervisor – UPS Customer Solutions

   Aug 2019 – May 2022

   Conduent Business Services De Guatemala S.A. · Guatemala

   Operations Management  ·  25–35 Agents  ·  Guatemala - Managed a team of 25–30 agents to optimize productivity and drive performance improvement - Monitored KPIs and maintained an up-to-date scoreboard tracking service level, AHT, occupancy rate, and FCR - Developed and executed strategies to enhance team performance; led forecasting, staffing, and scheduling for optimal coverage
3. Technical Support Representative

   Feb 2014 – Oct 2016

   Everise · Guatemala

   Technical Support  ·  Bilingual EN/ES - Delivered bilingual technical support diagnosing hardware, software, and connectivity issues

Skills