Open to opportunities

Guillermo Soto

@guillermosoto

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Experienced IT professional specializing in Network Operations and Cloud Support.

Nicaragua

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What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and innovation in IT.

I am an experienced IT professional with over 10 years in Network Operations, Cloud Support, and Helpdesk Services. My journey in the IT field has equipped me with a robust skill set, enabling me to manage complex IT environments and deliver exceptional customer service. I have a proven track record of implementing cybersecurity measures and managing Microsoft 365 tenants, which has significantly contributed to the growth of the businesses I have supported.

Throughout my career, I have provided IT support for enterprise-level clients, ensuring seamless operations in both cloud services and on-premise infrastructure. My expertise includes administering Windows Server Farms, managing network infrastructure, and utilizing various remote monitoring and management tools. I am passionate about leveraging technology to solve problems and enhance user experiences, and I thrive in dynamic environments where I can make a meaningful impact.

Experience

Work history, roles, and key accomplishments

Current

Support Analyst

Current

NGN Engineering

Sep 2022 - Present (2 years 9 months)

Provided Helpdesk support via chat, email, and phone, managing Remote Monitoring and Management (RMM) tools for scripts deployment and remote support. Acted as Backup Administrator, managing backup processes and ensuring data security.

Help Desk Support Remote Monitoring Kaseya VSA TeamViewer VoIP

NOC Engineer

Prodigy Technology Solutions

Jul 2021 - Present (3 years 11 months)

Provided IT support for Windows 10, Windows Servers, Microsoft 365 apps, and Entra ID third-party software. Managed cybersecurity applications, Microsoft 365 tenants, and Windows patching and backups.

IT Support Windows Server Entra ID Cybersecurity Microsoft Patching Data Backup

Subject Matter Expert

Concentrix

Dec 2020 - Present (4 years 6 months)

Served as an L1 escalation engineer for Office 365 support, resolving over 5000 support cases including migrations, mail flow issues, and DNS configurations. Utilized Windows PowerShell for automation and troubleshooting.

Office 365 Exchange Online DNS PowerShell ADFS DHCP

Cloud Support Engineer

Concentrix

Feb 2019 - Present (6 years 4 months)

Supported Latin American IT customers with Office 365 and Azure services, handling over 3500 support cases focusing on SharePoint Online, Teams, Exchange, and Azure AD. Automated workflows using PowerShell, managed DNS records, and deployed ADDS and ADFS.

Office 365 Azure Services SharePoint Online Microsoft Teams Exchange Azure AD PowerShell DNS management Ads ADFS

Deskside Support Engineer III

Concentrix

Aug 2017 - Present (7 years 10 months)

Provided IT support for over 150 users in a mixed Mac and Windows environment. Managed network monitoring tools (PRTG) and supported telephony infrastructure (Avaya, Grandstream).

IT Support Mac Windows OS PRTG Avaya Grandstream

Tech Support

Gente más Gente

Jul 2015 - Present (9 years 11 months)

Supported over 150 users in Windows and Mac OS environments. Managed Windows Server 2012 R2, including DNS, DHCP, Active Directory, and GPO.

Windows OS Mac DNS DHCP Active Directory GPO Wireshark PRTG

POS Technician

Bac Credomatic

Jul 2014 - Present (10 years 11 months)

Installed, repaired, and troubleshot POS hardware (Hypercom, Ingenico models). Utilized GPRS, Ethernet, and dial-up technology for payment systems.

POS Hardware Hypercom GPRS Ethernet Dial Up Technology Payment Systems Troubleshooting Installation

Datacenter Operator

Concentrix

Jan 2014 - Present (11 years 5 months)

Monitored datacenter systems and managed network tools such as Nagios, SolarWinds, and PRTG. Handled 24/7 shifts, provided technical support, and maintained servers.

Nagios Solarwinds PRTG Technical Support Network Tools

Internship

Datatex

Sep 2013 - Present (11 years 9 months)

Supported Windows OS, DNS, DHCP, and FTP services, contributing to various IT projects. Offered Microsoft, Adobe, Kaspersky, and ESET licensing solutions.

Windows OS DNS DHCP FTP Kaspersky Licensing ESET Licensing

Education

Degrees, certifications, and relevant coursework

Universidad Centroamericana

Bachelor's Degree, Computer Science

Studied the fundamentals of computer science, including programming languages, data structures, and algorithms. Gained expertise in various IT domains, preparing for a career in technology.