José Ángel.

Experience.

CEF-UDIMA. | 2024 - Present

• Point of contact for a large user base on Windows 10/11 and the Microsoft 365 suite, consistently achieving a high resolution rate.
• Diagnosed and resolved hardware and software incidents.
• Managed the full incident lifecycle using Jira, ensuring accurate documentation.
• Administered user accounts and access controls across a hybrid environment, using Active Directory, Entra ID, and Intune.
• Oversaw the entire device lifecycle: from initial configuration and deployment to secure wiping and redeployment of hardware.
• Provided multichannel support (phone, chat, email, and in‑person) with a focus on clear communication and patient problem‑solving.

Technical skills.

• Technical support & diagnostics: Windows 10/11, macOS, Linux, desktop & laptop hardware.
• Identity & access management: Active Directory, Entra ID, Intune, Group Policy.
• Enterprise tools: Microsoft 365, PowerShell (basic), Jira, Teams.
• Soft skills: Strong problem‑solving ability, excellent written/oral communication, patient and empathetic user interaction.

Courses and certifications.

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) – (In progress - estimated completion - February 2026)

Google IT Support Professional Certificate – Coursera (October - December 2025)

Certificate of completion of the Google IT Support Professional Certificate

Scrimba Frontend Developer Career Path.

Certificate of completion of the course with hundreds of videos, challenges and projects to learn HTML, CSS and JavaScript.

Curso profesional de Python.

Certificate of completion of the Spanish Association of Computer Programmers' Professional Python course.

Cambridge English: Level 2. Certificate in ESOL International (C1).

Certificate of English language skills accreditation corresponding to C1 (ESOL: Level 2) awarded by Cambridge Assessment English.