Brandon Brenes Bonilla

Provided technical support to internal employees and contractors via ServiceNow ticketing system, remote sessions, and phone calls.

Managed Identity and Access Management (IAM) operations including SailPoint IdentityIQ, Okta Admin, Active Directory, and CyberArk.

Account Management: provisioning, de-provisioning, and access control in Active Directory, AS400, and SailPointIQ.

Delivered technical support for AWS Workspaces and VMware environments, including troubleshooting, configuration reviews, and resource scaling.

Administered endpoint management using Microsoft Intune and Zimperium for security and compliance.

Executed software deployment, patch management, and BitLocker encryption key recovery through Tanium.

Created, updated, and maintained Knowledge Base (KB) articles to enhance internal support documentation and end-user self-service.

Provided hardware and software support for high-performance computers, ensuring stable and efficient operation.

Performed system configuration and troubleshooting using Event Viewer, Registry Editor, CMD, and PowerShell.

Assisted with Windows 10/11 issues through remote support tools.

Handled BIOS configuration, RAID setup, and operating system installations.

Managed backup and restore processes.

Resolved basic networking issues.

Supported third-party applications, ensuring proper installation and functionality.

Collaborated with the engineering team to follow up on complex cases and identify potential anomalies.

Provided advanced technical support for macOS and iOS devices.

Managed escalations from Tier 1 agents, maintaining full ownership of cases and ensuring timely follow-up.

Troubleshot network issues, including routers, mobile devices, connectivity, and data transmission.

Coordinated escalations and offered support to the Engineering team for complex issues.

Assisted end-users via remote applications and performed detailed log extraction for diagnostics.