Esneider Acosta Contreras

IT Support & Service Desk specialist focused on reliable operations, security, and great user experience. Strong in Microsoft 365/Entra ID, Active Directory/GPO, Windows Server, Intune/Endpoint Central, and PowerShell automation. I build and improve ITIL processes (catalog, SLAs/OLAs, incident/change), reduce MTTR, and lift CSAT with clear SOPs and monitoring.

Hands-on IT Support & Service Desk leader in multi-site, 24/7 environments. I design and run ITIL-aligned operations and drive continuous improvement across incident/problem/change. Core stack: Microsoft 365/Entra ID, Active Directory/GPO, Windows Server, Intune/Endpoint Central, PowerShell, DNS/DHCP. Monitoring & security: Zabbix, Sophos Central, BitLocker at scale, hardening and patching baselines. Project highlights: rebuilt Active Directory (OU/GPO standards, naming conventions), automated imaging with MDT/WDS and driver management, standardized SOPs and change control, and delivered KPI dashboards for SLA/OLA, MTTR, and CSAT. Experienced integrating client tools across CRM/Contact Center (Salesforce, HubSpot, Genesys, Zendesk Sell) and modern ticketing (ServiceDesk Plus, Jira, Freshservice, Zendesk). Known for stabilizing operations, reducing time-to-restore, and elevating user experience while mentoring L1/L2 teams.

Continuous professional education focused on IT Service Management, Microsoft 365/Azure administration, Windows/Active Directory, networking, and information security. I hold certifications including ITIL 4 Foundation, ISO/IEC 27001 Foundation, Microsoft Azure Fundamentals (AZ-900), Service Desk Leader Professional Certificate (SDLPC), Help Desk Professional Certificate (HDPC), Scrum Foundation, Six Sigma Yellow Belt, and Cyber Security Foundation.