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Luis Salazar

@luissalazar3

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I resolve complex service desk and infrastructure issues across Windows, macOS, Linux, and cloud environments.

Costa Rica

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What I'm looking for

I'm looking to apply my service desk, systems administration, and infrastructure support experience in a fast-paced environment where I can improve processes, meet SLA targets, support users across complex environments, and lead technical operations.

I've delivered Tier 1 and Tier 2 service desk and infrastructure support at GPL Technologies for Film & Media clients across Windows, macOS, and Linux environments. I troubleshoot hardware, software, networking, VPN, Microsoft 365, and end-user issues while meeting SLA targets.

I administer Active Directory, VMware, DNS, DHCP, endpoint management, Google Workspace, and license servers, including support for Maya, Nuke, and Deadline workflows. I also write SOPs and knowledge base articles, lead client discussions, and stepped in as interim Service Desk Manager to coordinate ticket prioritization and operations.

Across EX2 Outcoding, Auxis Consulting, First Base, Teleperformance, and Fujitsu Consulting, I've supported enterprise users, MSP clients, access management, Microsoft environments, BlackBerry systems, and remote support operations. I've helped teams improve service delivery, manage escalations, and maintain strong customer satisfaction.

Experience

Work history, roles, and key accomplishments

Service Desk Engineer

GPL Technologies

Jan 2020 - May 2026 (6 years 4 months)

Delivered Tier 1 & 2 and infrastructure support for Film & Media clients in a multi-OS environment. Managed infrastructure administration tasks including Active Directory, VMware, DNS, DHCP, and endpoint management.

Windows MacOS Linux Microsoft 365 Active Directory VMWare DNS DHCP Endpoint management Google Workspace Google Admin Console SOP Documentation VFX Maya Nuke Deadline License Administration

IT Support Team Lead / Level II

EX2 Outcoding

Mar 2019 - Nov 2019 (8 months)

Provided Level II technical support for multiple MSP clients and managed escalated technical issues. Led and supported junior technicians while ensuring ticket quality and SLA compliance.

Microsoft Environments Networking Endpoint Systems Access SOP Development Team Leadership SLA Compliance

IT Service Desk Analyst

Auxis Consulting

Jan 2015 - Aug 2018 (3 years 7 months)

Delivered technical support for enterprise users across multiple client environments. Managed Active Directory administration and served as User Access Management Department Head.

Active Directory User Provisioning Group Management Password Resets Permissions Microsoft Office 365 Remote Access Tools Endpoint troubleshooting ITIL

IT Service Desk Analyst & Sales

First Base

Nov 2013 - Jan 2015 (1 year 2 months)

Provided antivirus technical support for end users via phone and email. Assisted customers with software installation and malware-related issues while supporting sales operations.

Antivirus Support Software Installation Malware Removal Customer Service Sales

Technical Support Representative

Teleperformance

Dec 2011 - Jan 2013 (1 year 1 month)

Provided customer service and technical support for BlackBerry devices and enterprise users. Assisted with BlackBerry Enterprise Server administration and troubleshooting.

Devices BlackBerry Enterprise Server Device Connectivity Synchronization Customer Service

Help Desk Analyst

Fujitsu Consulting

May 2010 - Jul 2011 (1 year 2 months)

Delivered technical support for internal and external users in corporate environments. Troubleshot desktop, software, and connectivity issues via phone, email, and remote support.

Desktop troubleshooting Software Troubleshooting Connectivity Issues Remote Support Customer Service