Jesus Reynoso
@jesusreynoso
Tier 2 production support analyst specializing in identity, endpoint security, and ITIL-compliant service delivery.
MexicoWhat I'm looking for
I’m a Tier 2 Production Support Analyst at HCL Technologies Mexico, delivering ITIL-aligned support for software, hardware, and network incidents while ensuring compliance with security policies and processes. I administer identity and access controls in Microsoft Entra (Azure AD), including MFA enforcement, and I manage endpoint security and compliance using Intune.
My day-to-day work includes supporting secure remote access through Azure, Citrix Director, and VPN connectivity, with a focus on stable production operations and reliable user outcomes. I bring a service mindset that emphasizes accurate troubleshooting, security, and dependable incident handling.
Previously, I led IT operations at Grupo GSI as an IT Support Manager, where I coordinated infrastructure projects, enforced security policies, and maintained SLA compliance for 200+ internal users. Earlier roles included end user support across 200+ branches at Coppel S.A. De C.V. and customer service for US, Canadian, and UK clients at Tata Consultancy services, strengthening my ability to resolve issues professionally and communicate clearly in English and Spanish.
Experience
Work history, roles, and key accomplishments
Delivered Tier-2 support for software, hardware, and network incidents while following ITIL processes and security policies. Administered Microsoft Entra (Azure AD) access controls and MFA, and supported endpoint security and remote access using Intune, Azure, Citrix Director, and VPN.
Volunteer Assistant
Noah Enterprise
Mar 2023 - Sep 2023 (6 months)
Supported vulnerable individuals by preparing meals and maintaining a safe, sanitary environment. Coordinated with a multidisciplinary team to maintain daily operations and hygiene standards.
Provided high-quality customer service to US, Canadian, and UK clients, resolving booking issues with accuracy and professionalism. Managed high-volume requests while maintaining data integrity and meeting service level agreements, using bilingual English/Spanish to de-escalate complex situations.
IT Support Manager
Grupo GSI
May 2019 - Oct 2022 (3 years 5 months)
Led a team of 5 support technicians, assigning daily tasks and monitoring performance to ensure SLA compliance for 200+ internal users. Coordinated infrastructure initiatives including network upgrades, security patch deployment, and hardware replacements across multiple sites, and produced weekly incident, availability, and KPI reports for senior management.
End User Support Specialist
Coppel S.A. de C.V.
Dec 2016 - Feb 2019 (2 years 2 months)
Diagnosed and resolved hardware, software, and network issues across 200+ branches, reducing ticket resolution time. Installed and maintained security systems and network infrastructure (CCTV, alarms, routers, switches, PoE) and supported servers, Active Directory, and end-user devices to ensure business continuity.
Direction Assistant
VETE Education and Travel
Jan 2015 - Dec 2016 (1 year 11 months)
Managed personnel records, electronic billing, bank reconciliations, and supplier payments. Generated absenteeism reports and monitored commissions, and administered CRM and databases to support sales operations with accurate data.
Education
Degrees, certifications, and relevant coursework
S.E.P.
Quality in Service Diploma, Quality in Service
Completed a Quality in Service diploma in 2024 through S.E.P.
UTEG University
High School Diploma, Computer Science
2007 - 2010
Earned a High School Diploma in Computer Science at UTEG University from 2007 to 2010.
Availability
Location
MexicoAuthorized to work in
Job categories
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