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Jerry Pena Alfaro

@jerrypenaalfaro

Bilingual IT Support & Ops Analyst in Lima (UTC-5). L2 support, 24x7 operations, AD and ServiceNow. CompTIA A+, Network+, Security+.

Peru

Message

What I'm looking for

Full-time remote role in IT Support, Help Desk or IT Operations with a North American team, working US business hours from Lima (UTC-5). I value clear processes, good documentation and room to grow toward SOC and identity & access management. Open to shift rotations.

I’m a bilingual (English/Spanish) IT professional based in Lima, Peru, available during US business hours (UTC-5). I studied Computer and Information Systems at Douglas College in British Columbia (GPA 3.96) and worked in Canada, so I’m comfortable working with North American teams and end users.

I currently work as a Support & Operations Technician at NTT DATA, where I monitor critical systems 24x7 for an international insurance client (AS/400, Control-M, BMC Helix). I triage and escalate incidents under strict SLAs, manage user accounts and roles in Active Directory, and handle tickets in ServiceNow and Jira. I also write knowledge base articles and SOPs for the team.

Before that, I was a Tier 2 Technical Support Analyst, resolving complex connectivity issues for customers in Chile. I also worked as a Data Analyst, building Power BI dashboards and running data-quality checks in SAP.

Certifications: CompTIA A+, Network+, Security+ and CySA+; Microsoft SC-200, SC-900 and AZ-900; ITIL Foundation. I maintain a home lab with Active Directory, Microsoft Sentinel/Defender and Splunk to keep my skills sharp.

I’m looking for remote roles in IT Support, Help Desk, IT Operations or NOC, and I’m open to Tier 1 SOC positions. I’m reliable, detail-oriented and I document everything I do.

Experience

Work history, roles, and key accomplishments

Current

Support & Operations Technician

Current

NTT DATA

Jun 2026 - Present (4 months)

Provide 24x7 monitoring and operational support for critical systems of Helvetia Seguros using IBM AS/400, BMC Control-M, and BMC Helix. Manage incidents, user access, and documentation while adhering to strict SLAs.

Active Directory ServiceNow BMC Helix Jira Control M AS 400 CyberArk Incident Management SLA Knowledge Base

Technical Support Analyst (Tier 2)

EntelConnect

Feb 2026 - Apr 2026 (2 months)

Provided Tier 2 technical support for FTTH internet services, diagnosing and resolving complex connectivity issues escalated from Tier 1. Documented cases and coordinated with field teams to meet resolution targets.

Siebel CRM NCE Schaman Network Management Troubleshooting Customer Support

Data Analyst

INETUM

Jul 2025 - Dec 2025 (5 months)

Built Power BI dashboards to monitor operational KPIs and analyzed support tickets using Excel and VBA to identify recurring issues. Performed data quality checks in SAP to support audits.

Power BI Excel VBA Jira SAP Data Analysis Data Quality

Administrative Assistant

Sibros Building Maintenance Inc.

May 2025 - Jun 2025 (1 month)

Set up and managed tenant user accounts in the building's intercom/access system, both in the cloud and on the local network. Provided administrative and basic technical support.

Access Control Cloud Platforms Networking Administration Technical Support

Research Assistant

Ciclus Group

Sep 2024 - Dec 2024 (3 months)

Documented technical procedures and evaluated automation tools to reduce operational risks.

Documentation Automation Tools Risk Assessment

Data Analyst (Volunteer)

GLOCAL Foundation of Canada

Apr 2024 - Aug 2024 (4 months)

Detected anomalies in large datasets using Python and SQL, and built Tableau reports to communicate findings to non-technical stakeholders.

Python SQL Tableau Data Analysis Anomaly Detection

Education

Degrees, certifications, and relevant coursework

CIBERTEC

Bachelor's Degree, Cybersecurity Engineering

2026 -

Pursuing a Bachelor's Degree in Cybersecurity Engineering in a fully online program, completed alongside full-time work. Coursework includes networking fundamentals, systems operations, and business process modeling.

Douglas College

Diploma, Computing Studies and Information Systems

2022 - 2024

Grade: 3.96 / 4.00

Completed a Diploma in Computing Studies and Information Systems with a GPA of 3.96/4.00. Coursework covered programming, databases, networking, systems analysis, and IT fundamentals.