Jose Cofiño
IT Support Technician
Guatemala City
Summary
Detail-oriented IT professional with over a decade of experience in network infrastructure, end-user support, and system troubleshooting. Proven expertise in deploying secure software/network solutions, managing firewalls, and ensuring data integrity. Seeking to leverage my skills and grow in the field of cybersecurity as a Security Analyst.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
IT End User Support Associate
NCO. Star Communications Guatemala (Alorica)
Guatemala, GU
06.2018 - Current
- Provided comprehensive IT support for desktops, printers, peripherals, and telecommunication devices
- Managed configuration and maintenance of complex software systems, ensuring data security and system integrity
- Conducted troubleshooting of network issues, identified vulnerabilities, and implemented secure solutions
- Supported patch management processes to protect organizational infrastructure from potential threats
- Collaborated with the IT team to manage user access controls and permissions
Regional Real-Time Analyst Tier II
Alorica
02.2014 - 06.2018
- Coordinated IT and operations to ensure seamless communication during technical difficulties
- Managed department transitions and implemented new policies to enhance operational efficiency
- Developed tools to optimize real-time analytics and reporting
Regional Real-Time Analyst
Alorica
07.2012 - 02.2014
- Oversaw call flow management and staff allocation to ensure optimal service delivery
- Developed strategies to improve customer experience and increase revenue
Customer Service Representative
Alorica
07.2010 - 07.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
IT Support Specialist
Editorial Visión 3001 S.A. (Circuito Alba / Canal 3)
01.2006 - 01.2009
- Led network infrastructure deployment for multiple cinema complexes
- Managed Exchange email accounts setup, domain servers, and database configurations
- Redesigned main office network infrastructure, upgraded systems, and implemented VoIP solutions
Education
Computer Science Engineering - 8th Semester
Universidad Mariano Galvez De Guatemala
Bachelor of Letters & Science Degree - Specialty in Computers
Private School Rodolfo Galeotti Torres
01.2004 - 01.2005
Technician in Computer Maintenance and Software Installation - undefined
BM Computacion
01.2003 - 01.2004
Skills
- Network Security & Firewall Configuration
- Network Infrastructure Deployment & Troubleshooting
- Preventive & Corrective Maintenance
- Exchange Server Management
Certification
Consider pursuing certifications such as CompTIA Security+, Cisco CCNA, or Certified Ethical Hacker (CEH) to enhance your profile.
Timeline
IT End User Support Associate
NCO. Star Communications Guatemala (Alorica)
06.2018 - Current
Regional Real-Time Analyst Tier II
Alorica
02.2014 - 06.2018
Regional Real-Time Analyst
Alorica
07.2012 - 02.2014
Customer Service Representative
Alorica
07.2010 - 07.2012
IT Support Specialist
Editorial Visión 3001 S.A. (Circuito Alba / Canal 3)
01.2006 - 01.2009
Bachelor of Letters & Science Degree - Specialty in Computers
Private School Rodolfo Galeotti Torres
01.2004 - 01.2005
Technician in Computer Maintenance and Software Installation - undefined
BM Computacion
01.2003 - 01.2004
Computer Science Engineering - 8th Semester
Universidad Mariano Galvez De Guatemala
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