Xuxa Chow Chow

IT Support Engineer with 13+ years of experience, including 10+ years in enterprise IT environments, specializing in Microsoft ecosystems, infrastructure management, and technical support (L1/L2). Strong background in Active Directory, Microsoft O365, Entra ID, Defender virtualization, monitoring and endpoint security, with proven ability to lead infrastructure improvements, migrations, and operational optimization.

Software Support Engineer L2 at Servicios Internacionales Multidisciplinarios S.A. (SIM) (2022-01 – 2026-04)

• Provided technical support to internal staff, ensuring efficient issue resolution and optimal system performance.
• Performed infrastructure maintenance and managed end-user equipment, including desktops, laptops, and servers.
• Installed, configured, and administered operating systems: Windows 11, Windows 10, and Windows Server (2022, 2016, 2012, 2008, 2003).
• Worked with monitoring and IT management tools such as ManageEngine Endpoint Central, PRTG, Zabbix, and UptimeRobot.
• Implemented and configured Microsoft Remote Desktop Services (RDS).
• Installed and managed Microsoft Office suites (Microsoft 365, 2016, 2013, 2010, 2007, 2003).
• PowerShell automation: Automated reporting with PowerShell.
• Microsoft Graph / Entra automation.
• Administered Active Directory, including user management, Group Policy (GPO), security configurations, and Distribution lists.
• Managed Microsoft 365 services, including license assignment and license group creation.
• Administered Microsoft licensing models (Microsoft 365 Business Premium, E3, E1, Power BI).
• Configured and managed Proton Mail, including domain and mailbox setup.
• Managed Microsoft Entra ID (Azure AD): users, groups, resources, MFA, SSO, and Conditional Access policies.
• Administered Exchange Online, including user mailboxes and distribution lists.
• Managed Microsoft Defender: monitored email security, phishing and spam protection, and created security policies and rules.
• Administered SharePoint Online: including user access and permissions management.
• Supported ERP system (Softland): User creation, permissions, system configuration, and system updates.
• Configured and supported Palo Alto firewalls (basic administration).
• Implemented and managed WSUS for patch management and updates.
• Managed IT assets, including inventory tracking, licensing, and procurement support.
• Administered network services such as DHCP and DNS.
• Configured and managed backup solutions using Veeam Backup & Replication.
• Performed basic administration of SQL Server databases (2022–2003).
• Managed virtualization environments using VMware (vSphere 8), including VM provisioning and configuration.
• Managed endpoint security solutions (ESET Antivirus).

Software Support Engineer at Sonda Tecnologías de Información de Costa Rica S.A (2010-10 – 2021-12)

• Provide support services to internal staff at SONDA.
• Responsible for carrying out infrastructure maintenance and staff equipment.
• Pc's, Laptops and Servers Installation.
• Installation and management of Operating System (Win 10, Windows Server 2012, Windows Server 2008, Win2003, Win8, Win7, XP).
• Laptops and Desktop Maintenance.
• Installation and Management of Microsoft Office 2016, 2013, 2010-2007-2003
• Creating and managing Active Directory, Security policies 2022, 2016, 2012,2008,2003.
• Administered Exchange Online, including user mailboxes and distribution lists.
• Managed Microsoft Defender: monitored email security, phishing and spam protection, and created security policies and rules.
• Administered SharePoint Online: including user access and permissions management.
• Supported ERP system (Softland): User creation, permissions, system configuration, and system updates.
• Configured and supported Palo Alto firewalls (basic administration).
• Implemented and managed WSUS for patch management and updates.
• Managed IT assets, including inventory tracking, licensing, and procurement support.
• Administered network services such as DHCP and DNS.
• Configured and managed backup solutions using Veeam Backup & Replication.
• Performed basic administration of SQL Server databases (2022–2003).
• Managed virtualization environments using VMware (vSphere 8), including VM provisioning and configuration.
• Managed endpoint security solutions (ESET Antivirus).

Technical Support Agent Level 1 at STT (Supplying Total Talent) (2010-04 – 2010-09)

Hewlett-Packard June 2010 – September 2010 (Procter & Gamble Account). Hewlett-Packard April 2010 – June 2010 (DOW CHEMICALS Account).

• Handling XP y Windows Vista Operating System.
• Microsoft Office 2003-2007.
• Microsoft Outlook 2003-2007.
• Internet Explorer.
• Wireless connection, LAN,VPN.
• Printers and Network printers Installation.
• Active Directory 2003.
• Experience using remote applications (Ex: Net Meeting. Timbuktu, TeamViewer).
• Experience with helpdesk tracking (Schedule requests).

Customer Service (Desk Support and direct support) at Strategic Business (2006-11 – 2010-01)

• PC assembly and Maintenance
• Networking TCP / IP, wireless, routers.
• Notebook Handling and maintenance.
• SQL SERVER Data Base Backups.
• Users Backup.
• Quotes Handling.
• Inventory Control.
• Operating System Installation and Office: Windows Server 2003, Win10, Windows 7, Vista, XP, 2000. Office 2013, 2010, 2003, 2000.
• Router configuration
• Knowledge using ISA Server 2003, Zimbra.
• DHCP, DNS, Active Directory.
• Printers and Network printers Installation.
• Experience using remote applications (LogMein).

Systems Engineering Computing Career in Systems Engineering – UAM (80%)

Conversational English in English – Centro Cultural Norte Americana