Gabriel Nazario
@gabrielnazario
I resolve endpoint, identity, and application issues across enterprise support environments.
United StatesWhat I'm looking for
I'm currently providing Tier II technical support at Hays, resolving Windows endpoint, Microsoft 365, identity, application, hardware, and access issues through ServiceNow.
I troubleshoot authentication, browser-based applications, device deployments, and MDM-managed devices using Active Directory, Entra ID, Intune, SCCM, Splunk, and Cisco Meraki. I also document resolutions and build Knowledge Base articles and SOPs that make support more consistent.
As Quality Administrator for 20 technicians, I review support interactions, coach teammates, identify recurring issues, and recommend process improvements while continuing hands-on support during peak periods.
My earlier work with Wharton Smith, The Scarlett Group, Mosyle, and Asurion includes Microsoft 365 and Apple device support, Intune zero-touch provisioning, client onboarding, VoIP troubleshooting, cybersecurity reporting, and customer-facing technical troubleshooting. I'm CompTIA Security+ certified and have additional hands-on cybersecurity training through the UCF Cyber Defense Boot Camp.
Experience
Work history, roles, and key accomplishments
IT Support Specialist / Quality Administrator
Hays
Jan 2025 - Present (1 year 8 months)
Provide Tier II technical support for Windows endpoints, Microsoft 365, Active Directory, Entra ID, Intune, MDM-managed devices, applications, hardware, and user access; manage ServiceNow tickets and escalate complex issues as required. Serve as Quality Administrator for a team of 20 technicians, reviewing support interactions and providing coaching and feedback.
IT Support / Systems Support
Wharton Smith / The Scarlett Group
Jan 2024 - Jan 2025 (1 year)
Provided technical support to employees and C-suite users, troubleshooting Windows systems, hardware, applications, Microsoft 365, Exchange Online, Teams, SharePoint permissions, and user access issues. Supported implementation of Microsoft Intune for zero-touch provisioning and endpoint deployment.
Apple Technical Support / Client Onboarding
Mosyle
Jan 2021 - Jan 2023 (2 years)
Provided technical support for Apple devices and MDM-managed environments, including iOS, macOS, and Apple TV. Trained new hires and supported client onboarding for iOS and macOS environments.
Technical Support Specialist
Asurion
Jan 2018 - Jan 2021 (3 years)
Provided customer-facing technical support for hardware, software, operating system, connectivity, and device-related issues by phone. Diagnosed technical problems, guided customers through solutions, documented interactions, and escalated issues when appropriate.
Education
Degrees, certifications, and relevant coursework
Technological Institute of Puerto Rico
Associate of Science, Information Technology
Associate of Science in Information Technology from the Technological Institute of Puerto Rico, completed in 2011.
UCF Cyber Defense Boot Camp
Cyber Defense Professional Certificate, Cybersecurity
Completed the Cyber Defense Professional Certificate, covering hands-on cybersecurity, networking, security assessment, and lab work.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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