Open to opportunities

Jhon López

@jhonlpez

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Systems engineer and data analyst delivering SLA-ready solutions through IAM and data-driven reporting.

Colombia

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What I'm looking for

I’m looking for a role where I can combine IAM and cybersecurity support with data-driven reporting to optimize service delivery, improve resolution speed, and sustain strong SLAs—using Microsoft 365, Cisco tools, and tools like ServiceNow.

I’m a results-driven systems engineer and software developer with over 10 years of experience spanning technical support, data analysis, and IT operations. I specialize in Identity and Access Management (IAM), resolving SSO authentication errors and MFA resets while maintaining strict SLA compliance.

I also strengthen teams with data-driven reporting—tracking service trends and operational performance—and by updating the technical knowledge base to improve resolution efficiency. With cybersecurity and cloud ecosystem expertise (Microsoft 365, Cisco), I bring a process-optimization mindset and a track record of reliable, high-performing incident handling.

Experience

Work history, roles, and key accomplishments

B2B Technical Support

Foundever

Jan 2019 - Jan 2026 (7 years)

Managed end-to-end B2B technical support tickets for corporate clients while ensuring strict SLA compliance. Specialized in Identity and Access Management by resolving complex SSO authentication errors and performing MFA resets, while maintaining a technical knowledge base and reporting service trends to leadership.

Identity and Access Management (IAM)SSO SLA Incident Management Knowledge Base Management Microsoft 365 Administration

Tech Support Agent (Xfinity)

Sitel Group

Jan 2015 - Jan 2016 (1 year)

Delivered tier-1 and tier-2 technical support for IPTV, VoIP, and broadband services. Diagnosed connectivity issues (signal fluctuations, gateway configurations, LAN/WLAN optimization) and maintained strong KPI performance for First Call Resolution and Customer Satisfaction using diagnostic tools.

IPTV Support VoIP Support Connectivity Diagnostics LAN WLAN Optimization First Call Resolution (FCR)Customer Satisfaction

Help Desk Support Analyst

Teleperformance

Jan 2014 - Jan 2015 (1 year)

Provided remote help desk support for the Microsoft ecosystem, diagnosing Windows, Xbox, Office 365, and Outlook issues via phone and chat. Supported customer retention through value-based service offerings and user education.

Windows Support Microsoft Office 365 Outlook Troubleshooting Xbox Support Remote Technical Support Phone Support Customer Retention User Education

Customer Care Representative

Teleperformance

Jan 2012 - Jan 2014 (2 years)

Resolved network connectivity, billing inquiries, and device troubleshooting for mobile users. Consistently met performance targets through effective problem-solving and clear customer communication.

Mobile Network Support Network Troubleshooting Billing Support Troubleshooting Customer Communications Incident resolution Problem Solving