Edwin Torres

IT support professional with 10+ years across enterprise infrastructure, networking, and technical support, including prior team leadership experience and hands-on Microsoft 365 (Exchange/Outlook) administration in a Fortune-100 financial environment. Skilled in ITIL-aligned incident management, structured troubleshooting, and clear documentation. Trained in phishing identification and email security fundamentals (SPF/DKIM/DMARC awareness via KnowBe4).

Fluent

English communicator experienced supporting U.S.-based and multinational teams, with a proven record of leading small teams to meet performance goals.

VMware vCenter & ESXi Support Engineer at Concentrix / TD Synnex (2025-06 – 2026-05)

• Provided Tier 2/3 technical support for VMware vSphere environments, using structured troubleshooting to diagnose and resolve incidents affecting production systems.
• Managed SSL/TLS certificate lifecycles, ensuring security and compliance continuity.
• Logged, tracked, and escalated cases via ticketing systems, maintaining clear documentation and SLA compliance.
• Coordinated with cross-functional teams via email, phone, and Microsoft Teams to resolve critical incidents.

vSAN Specialist II – Technical Support Engineer at VMware Costa Rica (2021-09 – 2024-05)

• Delivered specialist-level technical support for enterprise customers, diagnosing infrastructure and storage issues.
• Maintained detailed technical documentation and contributed to knowledge base articles used across the support team.

Networking Engineer L1 – Global Network Command Center at Citi Service Center (2018-05 – 2021-09)

• Provided technical support and administration for Microsoft 365 services, including Exchange and Outlook, for a U.S.-based financial enterprise environment.
• Monitored global network infrastructure 24x7, performing incident triage, severity classification, and escalation in a SOX-regulated environment.
• Authored detailed, audit-ready incident reports with technical impact analysis using the ITSM ticketing system, aligned with ITIL-based service standards.
• Communicated fluently in English with U.S.-based teams and stakeholders in a fast-paced, compliance-driven environment.

Team Lead, Data Entry Group (2008 – 2011)

• Led and supervised a team of 5 data entry staff, consistently meeting all team performance goals.
• Mentored team members, supporting their professional growth and long-term career success.

CCNP Route in IP Routing – Universidad de Costa Rica (2014)

CCNA in Networking – Cisco Networking Academy / Universidad de Costa Rica

CCNA Security in Security (2013)

VMware vSphere: Install, Configure, Manage v5.5 in Virtualization – Fundatec (2016)