Managed L1–L2 service desk tickets in multi-tenant environments, achieving 95% SLA compliance. Performed remote troubleshooting for authentication, access, connectivity, and performance issues. Administered accounts and group memberships in Active Directory and Intune, following strict identity-verification protocols. Documented incidents and resolutions in BMC Helix, ServiceNow, and Jira, ensuring traceability. Escalated critical cases according to SLA workflows, supporting service continuity. Managed on-premise infrastructure, including shared mailboxes, distribution lists, and legacy systems. Handled multi-tenant account administration, identity creation, and license assignment through IAM synchronized with Active Directory. Created and assigned security groups both in on-premise AD and Azure cloud, managing roles and permissions across hybrid environments.

Specialized technical support in handling and safeguarding confidential information systems for administrative and prosecutorial staff, ensuring secure use of operational platforms. Coordination of network and equipment configuration and updates with advanced security protocols. Generation of detailed reports on recurring issues and corrective measures for all prosecutors in affiliated offices. Evaluation jury for the NPP-CAS 001-2019 Lima - Norte process.