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(818) 331-0321 · jimenezmlosangeles@gmail.com  · www.linkedin.com/in/michaelejimenez
Michael Jimenez
Managed front-line support by taking on the responsibility of answering phones, checking voicemails, and sending tickets to appropriate departments, resulting in smooth operations in correct ticket placement
Troubleshoot and resolve issues related to software installations and configurations per specifications.
Set up workstations, printers, and scanners at new company locations, resulting in a smooth launch, minimized downtime, and accelerated employee and site readiness 
Prepared and delivered domain-joined images for new hires and resolved device issues (laptops, printers, peripherals), ensuring quick transitions into production
Omni Family Health
IT Help Desk Technician
Led IT help desk operations, specializing in hardware and software troubleshooting, ticketing systems, supporting deployments, and device configurations. Oversaw workstation setups and desktop & PC  support while prioritizing system efficiency improvements and enhancing user satisfaction.
April 2024 - February 2025
Education
A.S. Computer Science                                                                                                          Los Angeles Pierce College, 2024
B.S. IT Management                                                                                                       Western Governors University, 2025
IT Support Specialist with hands-on experience in troubleshooting, user support, and system administration. Skilled in managing Windows systems, resolving hardware/software issues, and maintaining user accounts. Dedicated to improving system efficiency and user experience in fast-paced environments.
Certifications
CompTIA A+ 
Google Project Management (In Progress)
Professional Experience
Resolved L1–L2 issues for Windows, Microsoft 365/Outlook, VPN, and line-of-business apps in a fully remote environment.
Diagnosed Wi-Fi drops, DNS/DHCP misconfigurations, VPN tunnel failures, and MFA/SSO errors; corrected policies, certificates, and profile settings to minimize repeat incidents and escalations.
Administered Identity & Access in Active Directory/Microsoft 365—provisioned/modified/deprovisioned users, updated group and mailbox permissions, enforced least-privilege.
Resolved endpoint/peripheral issues (printer mapping/queues, scanner drivers, webcams/headsets); applied driver/firmware updates and verified with test prints/scans to confirm fixes.
Stefanini Inc
IT Analyst Multilingual (English, Spanish, Portuguese)
Delivered multilingual remote L1–L2 support for 5,000+ users across 100+ sites. Diagnosed Windows, Microsoft 365/Outlook, VPN, and business-app issues while meeting SLA expectations.
March 2025 - February 2026
Skills and Technologies
Applied Security+ domains in labs: risk, access control, incident response.
Core security skills: threats & vulnerabilities, secure network/host architecture, and identity & access management (IAM).
Per Scholas
Cybersecurity Analyst Intern (Remote)
IT Security+ internship applying risk management, access control, and incident response in hands-on labs; documented fixes and secure configuration steps.
September 2025 - December 2025
Active Directory • Microsoft 365/Outlook • Windows Support • VPN/MFA/SSO • Troubleshooting • Device Imaging • PowerShell (basic) • Windows Server • Networking (DNS/DHCP) • IAM (AD/M365)
Languages: English, Spanish, Portuguese

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Saved Jun 24, 8:12 PM.