Deryan Johel Rodriguez Quirós
Support Engineer
San José,SJ
Summary
Displayed absolute loyalty to all superiors, not to mention each and every company I've worked with. Been working in the IT Business for almost a decade. Have finished studies in IT Business Management. Almost 10 years of experience working as an IT Support and Support Engineer. Extended knowledge in customer service with human interaction concepts and processes with a strong oriented sense of motivation among the workers in the company. Skilled Directory Services Support Engineer successful at using judgment and advanced technical acumen to make positive impact on different areas. Forward-thinking and resourceful professional with diligent mindset and disciplined approach. Subject Matter Expert in Active Directory and Azure AD.
Overview
11
11
years of professional experience
Work History
Microsoft - Active Directory Support Engineer
Allyis
01.2024 - 06.2024
- PKI, troubleshooting certificates, integration experience with onPrem services and cloud applications.
- Contributed to internal knowledge base articles related to specific cases and troubleshooting not documented.
- Exchange Online services, setting up and configuring different mailbox types as well as group types like distribution lists and Office 365 groups
- Troubleshooting Exchange related issues, and implementation of security measures for compliance and roles-based access control.
- Interaction with AzureAD, including user provisioning, access control and security policies, (SSO) for cloud apps with implementation of (MFA) to enhanced security
- Monitor logs and events using specific data collection methods to identify complex situations, including slow logon and slow boot scenarios
- Message trace, understanding transport rules and capabilities to locate missing mail flow, configuring accepted remote domains.
- Experience integrating Kerberos with AD, diagnosed and resolved related issues, including ticket granting, authentication failures
- Enforced security best practices and configure cross-realm trusts between multiple domains with KDC components, related to authentication and monitoring performance to ensured scalability
- AD dependencies within DNS and DCLOCATOR, Windows Performance issues, understanding and identifying situations from performance indicators, capturing network traces and reviewing problem management registers and implemented actions.
- FSMO roles transferring or seizing them, Global Catalog replication using Powershell to identify compliance or possible failure during logon.
- Virtualization and implementation of server machines and user machines via autopilot within Intune, troubleshooting issues related to users and computers not joining domain.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Assisted in development of new features by providing valuable user feedback to product teams based on client interactions.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
Wrike- Support Engineer - Automation specialist
Wrike
01.2022
- Customer Support Experience in applications for complex customer cases
- API integrations between third party and internal software using Microsoft Azure
- Develop data visualizations, dashboards and reports
- SAML SSO implementations with Azure AD
- Following evolution of all aspects such as documentation and proper processing of ticketing operation
- Appropriate management and timely information on results occurred depending on priority issues and impact, providing technical support effectively
- Organize and coordinate activities associated with installation, deployment, and software upgrades
- Automation subject expert matter, deep understanding and proficiency in automation processes, identifying areas for automation, creating solutions to streamline processes, and troubleshooting and enhancing existing automated systems
- Conducted in-depth troubleshooting and analysis using BigQuery to identify and resolve complex issues within large datasets
- Implemented proactive measures to optimize query performance, enhancing overall data processing efficiency
- Collaborated with cross-functional teams to understand business requirements and translated them into effective BigQuery scripts for precise data extraction and analysis
- Actively engaged in continuous learning to stay abreast of latest BigQuery features and best practices, ensuring efficient problem-solving capabilities.
Amazon, Support Engineer 1
Amazon
01.2014 - 01.2021
- Provide training and support to quality assurance team on policies, systems, tools, procedures, and design processes and specifications with activities, knowledge sharing, technical coaching and mentoring
- Using the internal ticketing system, with deep dive into hard cases
- Always curious and eager to troubleshoot difficult cases, different kind of scenarios with complex technical issues
- File Storage management within Windows Server for Auditing and tracking purposes
- Proactively help team members to meet and exceed team quality standards and goals
- Advanced Active Directory management, such as moving users of OU, creating accounts from scratch, resolve difficult account lockout issues, admin account creation, remove computers, add or remove permissions groups tasks such as change approval model, change ownership and others
- Creation of dashboards using Tableau and Microsoft Power BI, Using Visual Studio with Microsoft SQL Server Management to identify queries of daily metrics from tier 1 specialists and show metrics and trends within the organization for QA monitoring tickets
- Advanced Outlook Exchange troubleshooting such as moving users of database, SharePoint troubleshooting Windows server 2016 for management quota, file sharing issue and so on, Windows Active Directory, VPN and troubleshooting connectivity
- Group Policy Management
- Proficiency with Powershell scripts on servers to do several tasks on Exchange such as mailbox creation, mailbox quota increase, mailbox tracking, mailing lists creation and many other tasks to automate procedures
- Run scripts on Linux OS to create mail aliasing and LDAP management
- Confirmation of proper documentation, notification, escalation, and follow up of all daily cases, experience migrating services from on premise to cloud
- M365- Comprehensive knowledge of the Microsoft 365 online tools
- Integrations with SharePoint and Outlook
- Troubleshooting and proficiency in cloud-based services provided - Ownership of projects with significant network impact
- Support of specific applications
- Active sync Outlook for iOS, Outlook for Android, and Outlook for Mac and VMware applications.
Startek Enterprise, Sales representative and HR assistant
Startek Enterprise
01.2013 - 01.2014
- General understanding of HR Services workload and priorities
- Ability to manage confidential and sensitive employee information and strict data privacy standards
- Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams
- Experience dealing with customers and use of empathy skills
- Proven ability to work independently or in ambiguous circumstances.
Education
Bachelor of IT for Business Management degree -
Universidad Latina De Costa Rica
San Jose, Costa Rica 01.2021 - 01.2021
Cisco Modules and IT Essentials - undefined
Intensa, Costa Rica
Networking Technical Degree - undefined
Colegio Tecnico Profesional Calle Blancos
Human Resources Technical degree - undefined
Universidad San Marcos de Costa Rica
Skills
Remote and User support experience Microsoft Windows, Mac OS X and Strong Unix based OS experience
Active Directory, LDAP, Linux, SharePoint and Exchange Windows Server 2016/2019/2022 Office 365 Azure AD admin center Provisioning latest OS via Intune using autopilot or Virtualization tools
Bitlocker Management and Kerberos troubleshooting and core concepts
Creation and execution of SQL queries, Incident Management
Security vulnerabilities from Exploits or Kerberoasting attacks
Network Components and Infrastructure components, IP Address, Subnet Internet Protocols, TCPIP and RPC protocols
Microsoft Defender and Microsoft Preview
Accomplishments
- Documented and resolved Kerberoasting attacks vulnerability which led to implementing a new password hash rotation process for Win Server 2022.
- Collaborated with team of 10 people in the development of new domain join procedures via Intune with specific access ports being blocked.
- Achieved resolution of slow boot cases through effectively helping with the identification of specific computer processes such as LSASS using excessive amounts of memory.
- Resolved product issue through consumer testing via replication of labs environments on VMWare and Hyper-V.
- Within only 5 months, identified missing or out of date documentation and created my own knowledge base articles for a team with 50 people.
Timeline
Microsoft - Active Directory Support Engineer
Allyis
01.2024 - 06.2024
Wrike- Support Engineer - Automation specialist
Wrike
01.2022
Bachelor of IT for Business Management degree -
Universidad Latina De Costa Rica
01.2021 - 01.2021
Amazon, Support Engineer 1
Amazon
01.2014 - 01.2021
Startek Enterprise, Sales representative and HR assistant
Startek Enterprise
01.2013 - 01.2014
Cisco Modules and IT Essentials - undefined
Intensa, Costa Rica
Networking Technical Degree - undefined
Colegio Tecnico Profesional Calle Blancos
Human Resources Technical degree - undefined
Universidad San Marcos de Costa Rica
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