Open to opportunities

Michael Meza Guevara

@michaelmezaguevara

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Results-driven IT professional specializing in IT compliance, support, and cloud operations.

Zimbabwe

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What I'm looking for

I seek roles combining IT compliance and operations where I can lead support teams, improve processes, and apply cloud and security expertise to ensure reliable, auditable IT services.

I am a results-driven IT professional with expertise in SOX compliance testing, IT controls, and audit readiness, combined with extensive experience leading Service Desk and Helpdesk operations.

I have performed ITGC testing, documented control deficiencies, supported internal and external audits, and managed compliance activities using ServiceNow to track and report findings.

As a Helpdesk Manager and IT Operations Lead I oversaw global support teams, managed escalations, optimized processes using operational metrics, and coordinated deployment and maintenance of IT infrastructure.

I hold multiple cloud and security certifications (including AWS and Kubernetes credentials) and continuously expand my technical skills across cloud platforms, virtualization, networking, and ITSM tools to deliver reliable, compliant, and customer-focused IT services.

Experience

Work history, roles, and key accomplishments

SOX IT Testing Analyst

Sysco

Sep 2025 - Jan 2026 (4 months)

Performed ITGC testing to ensure SOX compliance, documented control deficiencies and recommended process improvements, and supported internal and external audits by providing compliance evidence.

ITGC ServiceNow Audit Evidence Risk Assessment Control Remediation Compliance Reporting

Service Desk Analyst II

Sysco

Oct 2023 - Sep 2025 (1 year 11 months)

Resolved application, software, and hardware incidents with ServiceNow case ownership, exceeded KPIs and contributed to high CSAT by delivering clear first-call support and maintaining knowledgebase articles.

ServiceNow Incident Management Customer Support Troubleshooting Knowledge Base KPIs Windows MacOS Linux

Helpdesk Manager

Bill Gosling Outsourcing

Jan 2021 - May 2023 (2 years 4 months)

Led global helpdesk staff to meet SLAs and improve processes, managed escalations and operational metrics, and coordinated deployment and maintenance of IT infrastructure and asset inventories.

IT Operations Escalation Management SLA Management Asset Management ITIL Performance Metrics

Education

Degrees, certifications, and relevant coursework

The George Washington University - School of Engineering and Applied Science

Computer Science; Computer/Information Technology Administration & Management

Listed as attending the School of Engineering and Applied Science with study focus in Computer Science and Management.

CompTIA

CompTIA A+, IT Support / Technical Support

Earned the CompTIA A+ certification as listed in professional certifications.

Udemy

Professional Certifications (Udemy), Information Technology

Completed multiple Udemy courses and certifications including IT Help Desk Professional, Certified System Administrator (IT7.1), and other professional credentials.