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Michael Jimenez

@michaeljimenez

Tier 2 Technical Support Analyst who supported 5,000+ users at Stefanini Inc with Windows, Microsoft 365, and access issues.

United States

Message

What I'm looking for

I’m seeking to bring my IT support experience to a Tier 2 Technical Support Analyst role.

At Stefanini Inc, I provided remote L1–L2 support for users across multiple sites, diagnosing Windows, Microsoft 365/Outlook, VPN, and business-application issues.

I administered user access in Active Directory and Microsoft 365, including provisioning accounts and updating group and mailbox permissions.

I also troubleshot endpoint and peripheral issues, including printers and scanners, and diagnosed Wi-Fi, DNS/DHCP, VPN, and MFA/SSO problems.

At Omni Family Health, I supported help desk operations, created domain-joined images for new hires, and configured workstations, printers, and scanners at new locations. I’m seeking a Tier 2 Technical Support Analyst role.

Experience

Work history, roles, and key accomplishments

IT Analyst Multilingual

Stefanini Inc

Mar 2025 - Feb 2026 (11 months)

Provided multilingual remote L1–L2 support for 5,000+ users across 100+ sites, diagnosing Windows, Microsoft 365/Outlook, VPN, and business-app issues. Handled identity and access administration in Active Directory/Microsoft 365, enforcing least privilege.

Active Directory Microsoft 365 Outlook VPN MFA SSO Windows Support Remote Support Troubleshooting IAM DHCP DNS

IT Help Desk Technician

Omni Family Health

Apr 2024 - Feb 2025 (10 months)

Supported IT help desk operations including hardware and software troubleshooting, ticketing systems, deployments, and device configurations. Managed front-line support and created domain-joined images for new hires.