Jorge Armenta

Jorge Armenta

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Senior IT Infrastructure & Support Engineer
Tlaquepaque, Jalisco, Mexico
Contact Jorge regarding: 
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Full-time jobs
Starting at USD3k/month
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Networking

Timeline

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Résumé

Jobs verified_user 0% verified
  • H
    IDIRA by Palo Alto Networks / Helpware Mexico - Level 2 Support Enginner
    Helpware Inc
    Nov 2025 - Current (10 months)
    Provided Level 2 technical support for CyberArk Privileged Access Management environments, primarly PVWA and PSM. Investigated access, authentication, session, and integrations issues involving LDAP, SAML, OIDC, ADFS, MFA, FIDO2, Microsoft entra ID, Microsoft 365, SailPoint SCIM, and database connections. Analized logs, reproduced incidents, coordinated troubleshooting with internal teams and customer IT, documented technical findings, maintained case ownership through resolution, and escalated product issues with clear supporting evidence while working under SLA--driven processes.
  • V
    Founder & IT Infrastructure Consultant
    Voltaris Tech
    Aug 2020 - Current (6 years 1 month)
    Founded and led an independent technology consulting business providing IT infrastructure, technical support, cybersecurity, networking, automation, and web solutiomms for individuals and small businesses. Designed, deployed, and supported Windows Server, Active Directory, Microsoft 365, LAN/WAN networks, VPNs, firewalls, backup strategies, monitoring systems, CCTV, and access control solutions. Automated administrative and operational task using PowerShell, Bash, Python, and VBA. Managed technicals assessment, solution design, implementation, troubleshooting, documentation, vendor coordination, and direct communication with clients.
  • T
    Bilingual Quality Auditor
    TCS-TATA
    Jun 2024 - Sep 2024 (4 months)
    Created a VBA-powered virtual assistant for automated technical queries. Audited over 300 monthly calls, ensuring policy and quality compliance. Audited bilingual customer service interactions to evaluate quality, procedural compliance, communication, and accuracy. Documented findings, prepared quality reports, identified recurring performance gaps, and provided structured feedback to agents. Participated in calibration sessions with operational leaders and supported corrective actions and continous process improvement. Applied consistent evaluation criteria in English and Spanish while handling sensitive information professionally.
  • C
    IT Systems Administrator
    Cactus Feliz
    Jan 2024 - Apr 2025 (1 year 4 months)
    Managed the organization´s IT Infrastructure and daily technical operations, supporting more than 300 technology assets. Administered Windows Server 2019, Active Directory, Group Policy, DNS, DHCP, Active Directory Certificate Services, and RRAS-based L2TP VPN services. Managed pfSense firewalls, Cisco Catalyst 9200L switching, UniFi wireless networks, LAN/WAN connectivity, backups, endpoints, printers, and asset inventory. Resolved escalated infrastructure and user incidents, coordinated technology vendors, documented systems and procedures, and implemented security, availabilty, and process improvements. Automated administrative and reporting tasks using PowerShell and VBA.
  • S
    IT Support Engineer
    Sonda México (MetLife client)
    Dec 2022 - May 2024 (1 year 6 months)
    Provided L1/L2 support to 500+ users. Managed OS imaging, patching, and deployment of Windows laptops. Installed peripherals, handled on-site and remote support. Tools used: CyberArk, LogMeIn, ServiceNow, SCCM, Citrix. Provided enterprise IT support for the MetLife acccount, resolving incidents and service requests involving Windows endpoints, hardware, business applications, connectivity, user access, and peripherals. Logged, prioritized, documented, and tracked tickets in ServiceNow according to established SLAs. Performed remote and onsite troubleshooting, escalated infrastructure and network incidents with clear technical evidence, coordinated with specialized teams, and maintained communication with users through resolution.
  • TyT contact center
    Bilingual Help Desk Agent
    TyT contact center
    Jan 2021 - Nov 2022 (1 year 11 months)
    Delivered L1 bilingual tech support (English-Spanish) to DolEx offices in the U.S. Resolved 50+ weekly tickets with >90% SLA compliance. Installed and configured SimpliSafe alarm and camera systems. Addressed issues with passwords, hardware/software, printers, and mobile devices. Escalated complex cases and coordinated with internal teams. Held client meetings to gather IT requirements and present solutions. Built and documented a Machine Learning-based virtual assistant to automate basic tech support tasks. Freelance advisor for website creation for small businesses and entrepreneurs. Provided bilingual English and Spanish first-line help desk support, assisting users with technical issues involving Windows, applications, connectivity, ac
Education verified_user 0% verified
  • M
    Microsoft 365 Administrator – Security & Compliance
  • V
    Valid driver's license
  • U
    B.S.
    UTEG by ULA
  • T
    B.S. in Computer Systems Engineering
    Technological University of Guadalajara
  • C
    Networking & Cybersecurity Fundamentals
    Cisco Netacad
  • C
    Technical Support in Windows 10 – LinkedIn Learning
    Cisco Netacad