Open to opportunities

Danny Torres

@dannytorres

Message

Tier 2 IT Support Specialist optimizing support with AI-driven workflows.

United States

Message

What I'm looking for

I seek a technical role where I can apply Tier 2 support expertise and AI automation skills, grow into cybersecurity operations, and contribute to efficient, secure support processes in a collaborative environment.

I am a detail-oriented IT Support Specialist with over 10 years of hands-on experience across enterprise and retail environments.

I provide Tier 2 technical support for networking, Microsoft 365, Active Directory, Datto RMM, and point-of-sale systems, and I design AI-assisted automations that improve ticketing accuracy and documentation speed.

My background includes server imaging and deployment (MECM/MDT), firewall and VPN management, backup validation, and end-user training across SMBs and educational institutions.

I am currently pursuing CompTIA Security+ to expand into cybersecurity operations while leveraging certifications in CompTIA A+ and Network+ to deliver reliable, secure IT services.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 IT Support Engineer

Current

All Point Retail

Jan 2022 - Present (4 years 5 months)

Provided Tier 2 technical support for 40+ retail brands nationwide, troubleshooting Datto RMM, VPNs, Lightspeed POS, and network connectivity while administering Microsoft 365 and Active Directory services. Designed and documented AI-assisted automations to accelerate ticketing, escalation, and reporting processes.

Datto RMM Lightspeed POS Active Directory Group Policy VPN

Tier 2 IT Engineer

DART Tech Services

Jan 2021 - Dec 2022 (1 year 11 months)

Delivered remote and onsite Tier 2 support for SMB clients, maintaining Windows Server infrastructure, firewall rules, VPN access, and executing system imaging and deployments via MECM/MDT. Performed backup validation and ensured security patch compliance.

Windows Server VPN Firewalls Patch Management Remote Support

IT Support Technician

National University College

Jan 2011 - Dec 2021 (10 years 11 months)

Provided daily IT support for faculty, labs, and administration for a decade, handling imaging, printer configuration, network troubleshooting, system rollouts, and end-user training during hardware upgrades.

Imaging User Training Help Desk Support Deployment Tools