![Leonardo Calderon](https://jobicy.com/react/themes/app/images/avatar.jpg) Leonardo Calderon # IT Support Engineer Open to offers · Member since 2 Aug 2026 [Message](https://jobicy.com/enter4715.php.md) ShareLocationSan Jose, Costa RicaDesired salaryUnspecifiedWork preferenceRemote OnlyExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a systems and IT support engineer with 15 years of experience designing, implementing, and optimizing hybrid network infrastructures. My work combines technical support, systems administration, automation, cloud security, and cybersecurity operations. I have led initiatives that reduced data storage costs by 20%, decreased system downtime by 50%, and improved operational efficiency by 25%. I focus on building reliable, secure, and scalable technology environments that support business continuity. I have hands-on experience with Microsoft 365, Entra ID, Google Workspace, endpoint management, virtualization, networking, firewalls, patching, monitoring, and incident response. I am comfortable troubleshooting complex hardware, software, identity, access, and cloud infrastructure issues. My cybersecurity background includes AWS and Azure security, SIEM and SOC operations, IAM troubleshooting, MFA, log analysis, compliance controls, vulnerability-related maintenance, and security frameworks such as NIST, MITRE, ISO 27001, SOC 2, HIPAA, PCI DSS, COBIT, and GDPR. I also bring strong customer-facing support experience through phone, chat, and email channels. I am skilled in ticket resolution, SaaS support, billing support, escalation handling, technical documentation, training, and maintaining customer satisfaction. I am open to remote opportunities where I can apply my systems engineering, automation, cloud security, and technical support expertise to improve operational performance and security. ## Skills 40 capabilities[Agile](https://jobicy.com/talent/agile.md)[Automation](https://jobicy.com/talent/automation.md)[Chat Support](https://jobicy.com/talent/chat-support.md)[Cloud Security](https://jobicy.com/talent/cloud-security.md)[COBIT](https://jobicy.com/talent/cobit.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Cybersecurity](https://jobicy.com/talent/cybersecurity.md)[Email Support](https://jobicy.com/talent/email-support.md)[FinOps](https://jobicy.com/talent/finops.md)[GDPR](https://jobicy.com/talent/gdpr.md)[HIPAA](https://jobicy.com/talent/hipaa.md)[IAM](https://jobicy.com/talent/iam.md)[Identity And Access Management](https://jobicy.com/talent/identity-and-access-management.md)[Incident Response](https://jobicy.com/talent/incident-response.md)[ISO 27001](https://jobicy.com/talent/iso-27001.md)[IT Support](https://jobicy.com/talent/it-support.md)[ITIL](https://jobicy.com/talent/itil.md)[Load Balancing](https://jobicy.com/talent/load-balancing.md)[Log Analysis](https://jobicy.com/talent/log-analysis.md)[MFA](https://jobicy.com/talent/mfa.md)[MITRE](https://jobicy.com/talent/mitre.md)[Monitoring](https://jobicy.com/talent/monitoring.md)[Network Administration](https://jobicy.com/talent/network-administration.md)[NIST](https://jobicy.com/talent/nist.md)[Patching](https://jobicy.com/talent/patching.md)[PCI DSS](https://jobicy.com/talent/pci-dss.md)[Phone Support](https://jobicy.com/talent/phone-support.md)[SaaS Support](https://jobicy.com/talent/saas-support.md)[Scripting](https://jobicy.com/talent/scripting.md)[Scrum](https://jobicy.com/talent/scrum.md)[Security Compliance](https://jobicy.com/talent/security-compliance.md)[SIEM](https://jobicy.com/talent/siem.md)[Systems Administration](https://jobicy.com/talent/systems-administration.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Teamwork](https://jobicy.com/talent/teamwork.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Ticket Resolution](https://jobicy.com/talent/ticket-resolution.md)[Training](https://jobicy.com/talent/training.md)[Troubleshooting](https://jobicy.com/talent/troubleshooting.md)[Virtualization](https://jobicy.com/talent/virtualization.md) ## Tech stack & tools Working toolkit ### Application Hosting [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/cloudflare/cloudflare-original.svg) Cloudflare](https://jobicy.com/talent?tool=cloudflare.md) ### Data Stores [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/mysql/mysql-original.svg) MySQL](https://jobicy.com/talent?tool=mysql.md) ### Development [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/git/git-original.svg) Git](https://jobicy.com/talent?tool=git.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/github/github-original.svg) GitHub](https://jobicy.com/talent?tool=github.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/wordpress/wordpress-original.svg) WordPress](https://jobicy.com/talent?tool=wordpress.md) ### Languages & Frameworks [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/css3/css3-original.svg) CSS3](https://jobicy.com/talent?tool=css3.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/html5/html5-original.svg) HTML5](https://jobicy.com/talent?tool=html5.md) ## Experience Career history ### IT Cybersecurity Consultant · Freelancer Jan 2026 – PresentI work as an independent IT Cybersecurity Consultant, providing support related to cloud security, systems administration, automation, monitoring, identity management, and technical troubleshooting. My consulting focus includes improving security posture, analyzing incidents and logs, supporting endpoint and network environments, and helping organizations maintain reliable IT operations. ### IT System Administrator · Metro Networks LLC Oct 2018 – Jan 2026I administered hybrid IT and network environments with responsibility for cybersecurity monitoring, troubleshooting, critical incident response, escalations, reporting, virtualization, load balancing, networking, firewall management, patching, and maintenance. I managed Microsoft 365, Entra ID, Google Workspace, Power BI, endpoint management, device compliance, firmware, database updates, agents, tenants, and integrations. I also worked with AWS and Azure security and applied frameworks including SOC 2, ISO, COBIT, HIPAA, PCI DSS, NIST, MITRE, and ISO 27001. I led technical initiatives that reduced data storage costs by 20%, reduced system downtime by 50%, and increased operational efficiency by 25%. I contributed through automation, scripting deployments, monitoring, and security-focused operational improvements. ### IT Technical Support Representative · Plumchoice Apr 2014 – Aug 2017I provided technical support through phone, chat, and email channels, diagnosing and resolving hardware, software, ticket, incident, and customer case issues. I supported PC, notebook, and mobile-device software solutions for HP, Avast, and Samsung. My responsibilities included ticket resolution, billing support, SaaS support, escalation handling, troubleshooting, quality assurance, and customer satisfaction. ## Education Learning history ### UAM Mar 2014 – Oct 2027Bachelor Degree, Business Administration Bachelor degree program in Business Administration. ### Instituto Tecnologico de Costa Rica (ITCR) Aug 2011Diploma, IT Technical Support Engineering Diploma in IT Technical Support Engineering. ### Bachillerato por Madurez Aug 2006High School Diploma High school diploma graduation. ### CompTIA Jun 2019SERVER+, Information Technology System Administrator Global Certificate on Neutral Vendors This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.