Karen Tatiana Diaz Lerma
Resumen profesional
Experienced IT professional with a strong background in technical support, service desk operations, and system administration. Skilled in troubleshooting hardware, software, and network issues, managing Windows environments, and administering Office 365 and Active Directory. Experienced in deploying applications in production, implementing security and access policies, and supporting users both remotely and on‑site. Known for improving system reliability, optimizing user access, and providing clear technical guidance that enhances team productivity. I am seeking a role where I can apply my existing skills while continuing to grow professionally and expand my technical expertise.
Datos destacados
16
16
years of professional experience
2027
2027
years of post-secondary education
1
1
Certification
Experiencia
SYSTEM ADMINISTRATOR
SOS Business Group
San Diego, CA
06.2023 - 12.2025
- Delivered technical support to end users, resolving hardware, software, and connectivity issues across Windows and O365 environments.
- Conducted user training sessions on Microsoft 365 (O365) applications, improving adoption, productivity, and operational efficiency.
- Configured, managed, and troubleshot O365 accounts, permissions, access controls, and security settings to ensure data integrity.
- Collaborated with cross‑functional IT teams to customize and optimize the O365 environment based on business requirements.
- Implemented, deployed, and maintained Office 365 applications to enhance team collaboration and workflow performance.
- Administered and maintained Windows servers, including Active Directory user accounts, groups, policies, and access management.
- Provided user support and training to ensure effective utilization of Windows operating systems and company tools.
- Troubleshot, maintained, and repaired printers and multifunction devices to ensure continuous availability.
- Managed print queues, prioritized print jobs, and resolved printing errors to maintain workflow efficiency.
- Utilized printer management software to ensure correct formatting, color accuracy, and output quality.
- Performed regular antivirus scans, updates, and security checks to protect systems and networks.
- Managed antivirus platforms, monitored alerts, and responded to malware threats and security incidents promptly.
SYSTEMS ADMINISTRATOR
ALTEN
Madrid
08.2021 - 08.2022
- Deployed and configured applications in production environments, ensuring stability and performance.
- Implemented security and access control policies in Active Directory to protect sensitive data and maintain compliance.
- Managed and monitored Active Directory users, groups, and permissions to ensure proper access and organizational structure.
- Designed and enforced Active Directory security policies to strengthen identity and access management.
- Configured access restrictions, group policies, and permission settings to support secure system operations.
- Developed standardized procedures for efficient user lifecycle management within Active Directory.
TECHNICAL SUPPORT
ATOS - ACCIONA
Madrid
01.2017 - 01.2021
- Provided technical support to users to resolve hardware and software issues.
- Conducted user training sessions on O365 tools, enhancing overall team efficiency and utilization.
- Configured and troubleshooted O365 account permissions and access, ensuring data security and integrity.
- Collaborated with IT teams to customize O365 environment, tailoring tools to best meet company needs.
- Implemented and managed Office 365 applications for teams, increasing collaboration and productivity.
- Managed and maintained Windows servers, including Active Directory, for company network.
- Provided user support and training to ensure efficient utilization of Windows systems.
- Skilled in troubleshooting and maintaining printers to ensure continuous functionality.
- Experienced in managing print queues and prioritizing print jobs for efficiency.
- Knowledgeable in using printer software to ensure proper formatting and color accuracy.
- Implemented regular antivirus scans and updates to maintain network security.
- Managed antivirus software and responded promptly to any virus threats or breaches.
- Deployed and configured applications in production environments.
- Implemented security and access policies in Active Directory to protect sensitive data.
- Managed and monitored users, groups and permissions in Active Directory to maintain organization.
- Designed and implemented Active Directory security policies.
- Configured access restrictions and permissions in Active Directory.
- Developed procedures for efficient user management in Active Directory.
- User support: VIP, Top 100, Top 300.
- Diagnosis and resolution of any type of software and hardware incidents (with on-site assistance).
- SCCM (System Center 2012 R2 Configuration Manager) tool for remote management, administration, monitoring and software deployments.
- Deployment of applications through SCCM.
- Review of deployments and logs.
- Correction of failed deployments.
- Active Directory management.
- Azure and Intune console management.
- Inventory control, documentation and troubleshooting.
- O365 console administration and management.
- Remote support using SCCM and TeamViewer tools.
- Configuration and support of mobile terminals (Android and iOS).
- Review of incidents escalated by Level 1.
- Elaboration of procedures for the correct management of incidents or requests by Level 1.
- Administration of events in LIVE EVENTS (Teams) auditorium.
- Configuration of user profiles in windows environment as well as in android and IOS.
- Scaling and resolution of microcomputer incidents in Windows, Mac and Linux systems.
- Software installation and maintenance.
- Office 365 configuration.
- Scripting.
- Coordination of deployments & software packaging through the CA tool.
- Reporting and dashboarding.
- Local network configuration.
- Management of tools, M 2000, U 2000, Remedy.
- Knowledge in data analysis and performance reporting.
- Collaboration with teams to improve network operational efficiency.
- Applications under citrix environment.
- Call management and incident escalation.
- Lotus notes e-mail configuration.
- Backup & restore of information in mobile devices.
- Remote incident resolution, Microsoft and Linux environment.
TECHNICAL SUPPORT
FRACTALIA
MONITORING TECHNICIAN
EULEN - HUAWEI
Madrid
01.2011 - 01.2012
IT SUPPORT
SERMICRO - TELEFONICA
Madrid
04.2010 - 07.2011
- Application support in Citrix environments.
- Call management and incident escalation
- Lotus Notes configuration
- Backup and restore procedures for mobile devices
- Remote troubleshooting for Windows and Linux environments
Formación
Cyber-Forensic -
Southwestern College
San DiegoCOMPUTER ENGINEERING - undefined
UNIR
Madrid 01.2017 - 01.2018
COMPUTER SYSTEMS ADMINISTRATOR - undefined
IES TETUAN DE LAS VICTORIAS
Madrid 01.2007 - 01.2009
Enfatiza tus habilidades clave
- Active Directory
- Troubleshooting
- Scripting
- Problem-solving
- Security
- Deployment
- Patch management
- DNS configuration
- Windows Server administration
- Network Security
- Server virtualization
- Helpdesk
- Technical troubleshooting
- Customer service
- Call resolution
- Communication
- IT support
- Knowledge base
- Ticket management
- Remote assistance
- Time management
- ITSM
- Incident Mgmt
- Service Catalog
- CMDB
- ITIL Principles
- Knowledge Management
- Integration
- Reporting
- Windows
- MACOS
- Linux
Sitios web, porfolio, etc.
Diplomas
- ITIL V4
- Linux Advanced
- Introduction to Cyber Security
- Computer Security
- Graphic Design and Multimedia
LANGUAGES
English
Intermedio avanzado
B2
Spanish
Experto
C2
Cronología
SYSTEM ADMINISTRATOR
SOS Business Group
06.2023 - 12.2025
SYSTEMS ADMINISTRATOR
ALTEN
08.2021 - 08.2022
TECHNICAL SUPPORT
ATOS - ACCIONA
01.2017 - 01.2021
COMPUTER ENGINEERING - undefined
UNIR
01.2017 - 01.2018
MONITORING TECHNICIAN
EULEN - HUAWEI
01.2011 - 01.2012
IT SUPPORT
SERMICRO - TELEFONICA
04.2010 - 07.2011
COMPUTER SYSTEMS ADMINISTRATOR - undefined
IES TETUAN DE LAS VICTORIAS
01.2007 - 01.2009
TECHNICAL SUPPORT
FRACTALIA
Cyber-Forensic -
Southwestern College