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Jose Zuniga

@josezuniga1

Tier 2 Help Desk Technician at The Functionary supporting multiple client environments across Microsoft 365, identity, and endpoint issues.

Honduras

Message

At The Functionary, I provide Tier 2 support across multiple client environments, handling incidents and service requests through phone, email, and chat. I troubleshoot Windows endpoints, identity access, Microsoft 365 services, networking, and VPN connectivity.

At Altiam CX, I provided Tier 2 remote support and administered Microsoft 365 and Active Directory environments. I also documented cases and used remote-support tools to assist distributed users.

At Charger Logistics, I supported 500+ users and configured Active Directory and Group Policy in a corporate Windows environment. Earlier, I supported customers using XMPie software at PartnerHero and provided help desk support at the City of San Pedro Sula Water Utility Office.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Help Desk Technician

Current

The Functionary

Jan 2026 - Present (8 months)

Provides Tier 2 support across multiple client environments, handling approximately 80 incidents and service requests per month while working within SLA requirements. Troubleshoots Windows endpoints, administers Active Directory and Microsoft Entra ID, and supports Exchange Online, SharePoint, OneDrive, and Teams.

ServiceNow Connectwise Windows Active Directory Microsoft Entra ID Exchange Online SharePoint One Drive Microsoft Teams DNS DHCP VPN FortiClient Cisco AnyConnect Sonicwall ProofPoint Bitlocker IT Glue

Tier 2 Service Desk Technician

Altiam CX

Aug 2024 - May 2025 (9 months)

Provided Tier 2 remote support for multiple client environments, resolving escalated incidents and service requests involving Windows, Microsoft 365, user access, applications, hardware, and connectivity. Administered Microsoft 365 and Active Directory environments and used remote-support technologies including ScreenConnect, Cisco Webex, Microsoft Teams, and Datto.

Windows Microsoft 365 Active Directory Jira Salesforce NetSuite ScreenConnect Webex Microsoft Teams Datto

IT Support Specialist

Charger Logistics

Dec 2023 - Aug 2024 (8 months)

Provided technical support for 500+ users in a corporate environment, troubleshooting workstation, software, hardware, account, and connectivity issues. Configured and maintained Active Directory and Group Policy structures and supported Microsoft Exchange and Active Directory services.

Active Directory Group Policy Microsoft Office Windows hardware troubleshooting Software Troubleshooting

Support Engineer - XMPie Software

PartnerHero

Mar 2019 - Oct 2023 (4 years 7 months)

Provided dedicated technical support for XMPie software, troubleshooting customer-reported issues and ensuring the platform operated correctly in customer environments. Investigated complex incidents by reproducing behavior, isolating causes, and guiding customers through corrective steps.

XMPie ScreenConnect Webex Microsoft Teams Datto Troubleshooting Technical Documentation

Help Desk

City of San Pedro Sula Water Utility Office

Jan 2007 - Jan 2010 (3 years)

Provided phone, email, remote, and on-site technical support to 200+ users and installed, configured, and maintained desktops, laptops, peripherals, and IT systems. Supported employee onboarding and training and contributed to disaster-recovery planning.

Technical Support Hardware installation Software Installation Onboarding Disaster Recovery

Education

Degrees, certifications, and relevant coursework

Google

Google IT Support Professional Certificate, IT Support

Earned the Google IT Support Professional Certificate, covering troubleshooting, customer service, networking, operating systems, system administration, and security.