Open to opportunities

Valentina Benavides

@valentinabenavides

Bilingual IT support and cybersecurity professional with 15+ years delivering ITIL service operations and secure infrastructure.

United States

Message

What I'm looking for

I’m looking for a role where I can lead ITIL-based service operations and hands-on support, collaborate across IT/cybersecurity, and keep environments secure and reliable—especially in fast-paced, multi-site teams that value ownership and clear communication.

I’m a bilingual IT professional (Spanish–English) with 15+ years of hands-on experience across field support, service operations, infrastructure deployment, and cybersecurity in manufacturing and IT services. I deliver ITIL-based service transition and service operations, managing incident, request, problem, change, asset, and knowledge workflows with a strong focus on clear, customer-focused communication.

I’ve supported complex environments by diagnosing issues across endpoints, networks, telephony systems, and enterprise applications, while partnering with corporate IT, vendors, and cross-functional teams to resolve escalations fast. From ITIL service operations work in multi-site manufacturing to leading ERP/MES deployments and migrating security platforms to IaaS/SECaaS, I bring ownership, adaptability, and reliable audit-ready execution to every engagement.

Experience

Work history, roles, and key accomplishments

Desktop Support Technician

Apex Systems

Jan 2026 - Apr 2026 (3 months)

Provided on-site technical support for desktops, laptops, printers, and peripheral devices across multiple client locations. Troubleshot network connectivity and desktop performance issues and managed incident/service requests in ServiceNow with audit-ready documentation.

Printer Support LAN ServiceNow Incident Management SLA Management IT documentation

IT Field Support Technician

Primo Brands

Aug 2024 - Dec 2025 (1 year 4 months)

Performed ITIL-aligned service operations across multiple manufacturing sites, including incident management, request fulfillment, and problem resolution. Troubleshot identity and cloud access issues (MFA, SSO, Conditional Access, Azure AD Join/Hybrid Join, Intune/Company Portal) and supported Microsoft 365 applications, device lifecycle, and network connectivity.

ITIL Incident Management Request Fulfillment MFA SSO Conditional Access Azure AD Hybrid Join Microsoft 365 Administration Outlook Teams SharePoint Power Automate Intune Device Enrollment Troubleshooting Network Troubleshooting Port and Cable Troubleshooting Policy Compliance

IT Development Engineer/IT Lead

Smurfit Westrock

Oct 2022 - Oct 2023 (1 year)

Supported ERP and MES systems for corrugated plant operations across multiple countries and led ERP/MES deployments and migrations. Troubleshot SAP/MES integration and interface issues and conducted disaster recovery tests while maintaining audit readiness.

ERP Support MES Interface Parsing Troubleshooting Disaster Recovery Audit Readiness Technical Documentation Cross functional Coordination

IT Support Services Coordinator

Open Group

Feb 2020 - Jul 2022 (2 years 5 months)

Directed cybersecurity and infrastructure support service operations to ensure reliable delivery and customer satisfaction. Implemented ITSM aligned with ITIL, oversaw technical teams delivering upgrades and system hardening, and managed project scope, timelines, and risk mitigation.

ITIL ITSM Cybersecurity and Infrastructure Support System Hardening Project Scope Management Risk Mitigation Customer Satisfaction

Information Security Coordinator

Eficacia

Nov 2016 - Jan 2020 (3 years 2 months)

Led migration of security platforms from on-premises to IaaS/SECaaS to improve scalability and detection capabilities. Conducted audit investigations, evaluated security technologies (SIEM, endpoint protection, network security tools), deployed antivirus and encryption agents to 3,000+ endpoints, and updated security policies and procedures.

IaaS SecaaS SIEM Endpoint Protection Network Tools Symantec Broadcom Security Controls Security Policies

Information Security Analyst

Carvajal Tecnología y Servicios

Apr 2012 - Apr 2016 (4 years)

Managed and monitored security devices including firewalls, WAF, IDS/IPS, DLP, VPN, proxies, and endpoint protection. Conducted vulnerability assessments, performed log analysis, and supported incident investigations with structured methodologies.

Firewalls WAF IPS DLP VPN Proxies Endpoint Protection Vulnerability Assessment Log Analysis

Help Desk Analyst

Carvajal Tecnología y Servicios

Jun 2008 - Apr 2012 (3 years 10 months)

Managed user provisioning and access control in Active Directory and performed Windows image deployments. Provided support for networking, VoIP, printers, and Office applications.

Active Directory User Provisioning Access Control Networking support VoIP Support Printer Support