Jorge Garcia Carrillo
Tucson,AZ
Summary
An accomplished IT professional with over 5 years of experience in the industry, with a strong focus on Microsoft 365 services. Adept at communication and engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Currently, a Sophomore at the University of Arizona, pursuing a Cyber Operations degree with a specialization in Defense and Forensics.
Overview
5
5
years of professional experience
Work History
IT Support Specialist, Senior
University Of Arizona - College Of Medicine
06.2023 - Current
- Handled high-priority requests from upper-level staff (VPs, Deans, Dept. Chairs) across the college.
- Created support documentation that empowered and enabled the user community to extend skills, leverage system features and find resolutions to questions without intervention from the support team.
- Created training curriculum and served as a mentor for newly onboarded analysts and student workers.
- Worked closely with the Information Security team to mitigate security incidents on endpoints.
Microsoft 365 Escalation Engineer
Mural Consulting (MSFT)
11.2021 - 06.2023
- Provided Tier 3 IT support when issues fell out of scope.
- Supported high-priority client escalations and coordinated directly with Microsoft Product Group engineers.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed training material for newly onboarded frontline staff and escalation support staff.
Microsoft Teams Engineer
Mural Consulting (MSFT)
11.2020 - 11.2021
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems within the Microsoft Teams ecosystem.
- Helped medium to enterprise-sized business clients with adopting and deploying Microsoft Teams in efforts of working fully remote due to the COVID-19 pandemic.
- Worked closely with account managers to understand the needs and goals of the business in order to provide a streamlined experience for end-users.
Microsoft 365 Support Specialist
Mural Consulting (MSFT)
02.2019 - 11.2020
- Frontline technical support for all Microsoft 365 services and apps for MacOS, Windows, and their respective mobile platforms.
- Worked closely with business clients to deliver solutions that exceeded their expectations through business gap identifications and consultation sessions.
- Broke down and evaluated user problems, using test scripts, personal expertise, a robust testing environment and probing questions.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Education
Bachelor of Applied Science - Cyber Operations And Warfare
University of Arizona
05.2026
Skills
- Asset management
- Customer service expert
- Desktop support
- Instruction and Training
- Incident Response
- Risk Mitigation
- Troubleshooting and diagnostics
- User Account Management
Timeline
IT Support Specialist, Senior
University Of Arizona - College Of Medicine
06.2023 - Current
Microsoft 365 Escalation Engineer
Mural Consulting (MSFT)
11.2021 - 06.2023
Microsoft Teams Engineer
Mural Consulting (MSFT)
11.2020 - 11.2021
Microsoft 365 Support Specialist
Mural Consulting (MSFT)
02.2019 - 11.2020
Bachelor of Applied Science - Cyber Operations And Warfare
University of Arizona