Gerardo Deras
IT SUPPORT L2
SAN SALVADOR,SS
Summary
I am a qualified IT Support Specialist with extensive experience providing remote technical assistance and troubleshooting. My core expertise lies in managing Microsoft 365, Azure Active Directory, and Google Workspace environments. I am skilled in resolving hardware, software, and network issues, with a strong understanding of security policies, device management, and user access controls.
I focus on user enablement and delivering high-quality support services, contributing to consistent improvements in system performance and operational efficiency. I also have hands-on experience with data backup solutions, conditional access policy enforcement, and disaster recovery procedures. I am committed to implementing secure, effective IT solutions that support business continuity and user productivity.
Overview
13
13
years of professional experience
Work History
IT Support L2
SkyCom Call Center
Remote
08.2021 - Current
- Qualified IT Support Specialist with extensive experience delivering remote technical assistance and troubleshooting.
- Skilled in managing Microsoft 365, Azure Active Directory, and Google Workspace environments, including user account administration, onboarding/offboarding, and access controls.
- Proficient in diagnosing and resolving hardware, software, and network issues to minimize downtime and ensure user productivity.
- Experienced with antivirus and endpoint protection using SentinelOne.
- Managed and troubleshot email security and spam filtering tools such as Proofpoint and Ironscales.
- Provided remote support using NinjaOne, ScreenConnect, LogMeIn, and Kaseya.
- Utilized ticketing systems including Jira Service Management (JSM), Autotask, ConnectWise, and Kustomer to manage, prioritize, and track support requests.
- Troubleshot and maintained printers and peripheral devices in multi-user environments.
- Implemented and enforced conditional access policies in Microsoft 365 to improve organizational security posture.
- Applied and maintained security settings and user policies within Google Admin Center.
- Supported identity and access management practices in Azure, including authentication and authorization procedures.
- Configured and deployed devices remotely, ensuring seamless onboarding and consistent setups for end users.
- Managed data backup and disaster recovery operations using Datto and Acronis to ensure data integrity and business continuity.
- Monitored system performance and proactively addressed potential issues to reduce system downtime.
- Collaborated with IT teams to document support processes, update internal policies, and promote IT best practices.
- Focused on delivering high-quality service, user enablement, and secure IT solutions that align with business goals.
Help Desk Support Specialist
Dataprise
El Salvador, El Salvador
06.2020 - 08.2021
- Provided remote technical support for users, ensuring efficient troubleshooting and resolution of software, hardware, and network issues.
- Managed user accounts and permissions through Microsoft 365 (O365) and Azure Active Directory (AD), including user creation, onboarding, and offboarding processes.
- Configured and deployed new devices remotely, ensuring seamless onboarding and computer setups for new employees.
- Applied and enforced security policies within Google Admin Center to protect user data and maintain system integrity.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Collaborated with team members to implement IT best practices and maintain documentation of support processes and policy updates.
Help Desk Support Specialist
SINU , SKYCOM
El Salvador, El Salvador
06.2019 - 06.2020
- Provided remote technical support for users, ensuring efficient troubleshooting and resolution of software, hardware, and network issues.
- Managed user accounts and permissions through Microsoft 365 (O365) and Azure Active Directory (AD), including user creation, onboarding, and offboarding processes.
- Configured and deployed new devices remotely, ensuring seamless onboarding and computer setups for new employees.
- Configured printers and ensured network connectivity and availability for company-wide use.
- Reviewed and managed file access and permissions within SharePoint to maintain data security and controlled collaboration
- Collaborated with team members to implement IT best practices and maintain documentation of support processes and policy updates.
EMAIL SPECIALIST
GOOGLE , TELUS INTERNATIONAL
Santa Tecla, El Salvador
04.2017 - 05.2019
- Assisted users with domain setup and management for seamless integration with Google Workspace.
- Configured and managed Google Workspace accounts to meet client needs.
- Provided expert support in implementing email authentication protocols (SPF, DKIM, DMARC) for secure and reliable email delivery.
- Developed and enforced restriction policies through Organizational Unit (OU) administration.
- Conducted thorough investigations of spam, phishing, and email spoofing incidents to enhance email security.
- Delivered personalized guidance to clients for optimizing security and compliance settings.
- Collaborated with cross-functional teams to resolve complex technical issues efficiently.
- Maintained a high level of customer satisfaction by delivering timely and effective solutions.
Technical Support
Dell, Stream Global Services
San Salvador, El Salvador
04.2012 - 05.2017
- Provided exceptional customer service by handling warranty-related calls for device issues.
- Conducted remote sessions to diagnose and troubleshoot hardware and software problems efficiently.
- Performed comprehensive reviews and assessments to identify hardware and software issues.
- Coordinated with field technicians to arrange on-site repairs and ensure timely service delivery.
- Maintained accurate records of support interactions and resolutions, contributing to enhanced customer satisfaction.
- Developed strong problem-solving and communication skills to address technical concerns effectively.
Education
Microsoft Certified: Azure Fundamentals - Cloud Azure Fundamentals
Microsft
05.2001 - 08.2022
CCNA Modules - Network And System Administration
Itca Fepade
Santa Tecla 01.2015 - 08.2015
High School Diploma -
Instituto Nacional General Jesús María Bran
San Salvador, SS 01.2010 - 12.2011
Skills
Help desk support
Network troubleshooting
Remote desktop support
System administration
Hardware diagnostics
Configuration management
Mobile device management
Disaster recovery planning
Timeline
IT Support L2
SkyCom Call Center
08.2021 - Current
Help Desk Support Specialist
Dataprise
06.2020 - 08.2021
Help Desk Support Specialist
SINU , SKYCOM
06.2019 - 06.2020
EMAIL SPECIALIST
GOOGLE , TELUS INTERNATIONAL
04.2017 - 05.2019
CCNA Modules - Network And System Administration
Itca Fepade
01.2015 - 08.2015
Technical Support
Dell, Stream Global Services
04.2012 - 05.2017
High School Diploma -
Instituto Nacional General Jesús María Bran
01.2010 - 12.2011
Microsoft Certified: Azure Fundamentals - Cloud Azure Fundamentals
Microsft
05.2001 - 08.2022