Danny Torres
@dannytorres
Tier 2 IT Support Specialist optimizing support with AI-driven workflows.
What I'm looking for
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
Tier 2 IT Support Engineer
All Point Retail
Jan 2022 - Present (3 years 9 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.
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.
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.
Education
Degrees, certifications, and relevant coursework
Danny hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
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Job categories
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