Guillermo Soto
Support Analyst
Professional profile
Experienced IT professional with a strong background in Network Operations , Cloud Support , and Helpdesk Services . Over 10 years of experience in providing IT support , implementing cybersecurity measures , managing Microsoft 365 tenants , and supporting enterprise-level clients
Work experience
Manage Remote Monitoring and Management (RMM) tools for scripts deployment and remote support. Act as Backup Administrator, managing backup processes and ensuring data security.
Major achievementProvide Helpdesk support via chat, email, and phone.
Managed cybersecurity applications, Microsoft 365 tenants, and Windows patching and backups. Implemented IT projects including firewall and firmware updates.
Major achievementProvided IT support for Windows 10, Windows Servers, Microsoft 365 apps.
Resolved over 5000 support cases, including migrations and mail flow issues. Utilized Windows PowerShell for automation and troubleshooting.
Major achievementL1 escalation engineer for Office 365 support.
Education experience
Universidad centroamericana | Profesional
