Open to opportunities

Omar Guzman

@omarguzman1

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Customer-focused IT Analyst skilled in Microsoft 365, Active Directory, and endpoint support.

United States

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What I'm looking for

I seek an IT support role where I can apply AD, endpoint, and Microsoft 365 expertise, improve processes, and grow in cybersecurity and systems administration.

I am a customer-centric IT Analyst with hands-on experience providing L1/L2 support across Microsoft 365, Windows, Citrix, IBM Notes, and iManage environments. I prioritize rapid triage, clear communication, and rigorous documentation to meet SLAs and elevate support outcomes.

My technical strengths include Active Directory administration (groups, permissions), endpoint deployment and imaging, basic firewall configuration, and ITSM-driven incident management. I automate routine tasks and streamline processes to cut setup time and reduce repeat tickets.

I have a strong track record of service excellence, including 95%+ satisfaction in prior roles, and I have improved operational efficiency through inventory and workflow improvements in customer-facing roles. My background spans help desk support, product support for Apple devices, and supervisory/managerial experience in hospitality.

I continually develop technical skills through certifications and coursework—recently completing Google Cybersecurity, ITIL v4, and SOC Analyst L1 training—to strengthen my ability to secure environments and contribute to cross-functional teams.

Experience

Work history, roles, and key accomplishments

Current

L1 Analyst

Current

K2 Services

Jul 2025 - Present (6 months)

Provided Level 1 help desk support and assisted with L2 duties across Microsoft 365, Citrix, IBM Notes and iManage environments; managed Active Directory, configured firewalls, and streamlined device setup to reduce configuration time and improve SLA compliance.

Active Directory Citrix IManage IBM Notes ITSM

Current

Bartender

Current

Cadence Kitchen

Oct 2021 - Present (4 years 3 months)

Prepared beverages and managed bar operations, implemented inventory controls reducing waste by 15%, trained new staff, and maintained a 95% customer satisfaction rating.

Customer Service Inventory Management Cash Handling Staff Training Mixology Cost Control

Mortgage Broker

UMortgage

Jan 2022 - Jan 2025 (3 years)

Facilitated mortgage loan processing and lender negotiations, improving turnaround times and client satisfaction through financial analysis and process streamlining.

Loan Processing Financial Analysis Process Improvement Customer Service Documentation

Supervisor

Bar Chido

Apr 2021 - Jul 2021 (3 months)

Supervised bar operations and staff training, optimized inventory processes to minimize waste, and resolved customer issues to improve guest experience.

Team Supervision Training Inventory Management Customer Service Scheduling Conflict Resolution

Bar Manager

Perla Negra

Sep 2017 - Dec 2019 (2 years 3 months)

Directed bar operations, grew sales by 20%, trained an 8-person team, and reduced inventory waste by 12% through improved processes and menu updates.

Operations Management Team Leadership Inventory Control Sales Growth Menu Development Regulatory Compliance

Product Support

Xerox

Jan 2012 - Sep 2012 (8 months)

Provided product support for Apple devices and related systems, reduced call times and repeat inquiries by improving troubleshooting processes and coordinating escalations.

Troubleshooting Escalations Process Improvement Customer Satisfaction