Open to opportunities

Jorge Gerardo Flores Lopez

@jorgegerardofloreslo

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Senior IT Support Technician delivering reliable service desk support for enterprise teams.

Guatemala

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What I'm looking for

I’m looking for a remote-first IT Support / Service Desk role where I can own L1/L2 troubleshooting, improve SLAs with metrics in ServiceNow/ITSM tools, and mentor teammates while working with identity and endpoint management.

I’m a Senior IT Support professional with 8+ years of Help Desk / Service Desk experience supporting enterprise environments of up to 10,000 users. I deliver consistent 1-2 tier support while measuring performance through monthly ServiceNow reporting (ticket volume and resolution time) to help teams stay accountable.

I’ve repeatedly stepped into leadership through coaching and mentoring—informally leading a 5-person support team by assigning tasks, guiding troubleshooting approaches, and managing daily queue and escalation workflows. I also build trust quickly by delivering onboarding presentations for new hires and coordinating escalations across departments.

Technically, I support identity, endpoints, and enterprise applications, including Active Directory, Entra ID (Azure AD), Okta (SSO/MFA), Microsoft 365, Microsoft Intune (MDM), and Citrix VDI. I’ve also built and maintained hardware asset inventory processes, supported SAP S/4HANA user administration, and handled networking and endpoint troubleshooting to drive timely resolution.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

Telus

Apr 2026 - Jun 2026 (2 months)

Provided Monday.com technical and account support via Zendesk, resolving ~20 chat/email cases per day within a 150-agent support operation. Guided users through platform functionality, account management, and billing troubleshooting.

Zendesk Customer Support Monday.Com Account Management Chat Support Email Support User Enablement

IT Analyst L1/L2

Corporación Grupo Tacsa

Aug 2024 - Jan 2026 (1 year 5 months)

Provided L1/L2 service desk support for enterprise users (~10,000), resolving 25–30 ServiceNow tickets per day. Informally led 5 technicians, managed queue/escalations, built an Excel-based hardware asset inventory, and administered Entra ID (Azure AD), Okta, Microsoft Intune, and Citrix VDI while onboarding up to 60 hires/day.

ServiceNow Escalation Management Active Directory Entra ID Okta Microsoft Intune Citrix Hardware Asset Management

Help Desk Technician

Proyecto Ingenia

Dec 2018 - Jun 2023 (4 years 6 months)

Delivered centralized remote help desk support for ~8,000 users across Guatemala, Nicaragua, and Mexico, handling 25–30 tickets/day. Administered Microsoft 365 and Active Directory plus SAP S/4HANA user roles, completed a 500-user SAP role update within 12 hours, and managed Ruckus WiFi access control.

Remote Support Microsoft 365 Administration Active Directory Bulk Role Management Ruckus WiFi Administration

IT Support Technician

Tecnología Extrema

Dec 2014 - Jun 2017 (2 years 6 months)

Served as sole outsourced IT provider for ~50 SMB clients/week, supporting networks, hardware, software, and infrastructure. Reduced recurring incidents through proactive scheduled preventive maintenance across the client base.

Network Troubleshooting Hardware Support Software support Infrastructure Support Incident Reduction Client Relationship Management