JOSE E. JIMENEZ ORTEGA
Toa Baja,PR
Summary
Experienced IT Security Support Specialist skilled in user access management and risk assessment. Enhanced security policies and improved client communication. Managed IT operations with a 95% resolution rate in technical troubleshooting, fostering customer relationships and driving service delivery improvements.
Overview
2
2
Languages
4
4
years of post-secondary education
9
9
years of professional experience
Work History
IT Security Support Specialist – Corporate Access Management
FirstBank Puerto Rico
01.2025 - Current
- Manage user access creation, modification, and removal while maintaining proper documentation.
- Perform periodic reviews of permissions and roles to ensure alignment with job functions.
- Monitor timely deactivation of terminated or transferred employees in Active Directory and internal systems.
- Provided Tier 2 technical support to resolve complex security issues, enhancing overall system integrity.
- Configure security policies to comply with corporate and regulatory standards.
- Support security metrics, risk identification, and evaluation of security controls.
- Assisted in cyber risk response and special security projects, contributing to the development of effective security measures.
- Provide recommendations to strengthen Information Security strategy.
Manager it
Hospital Wilma N. Vazquez | CMOPR
Vega Baja, PR
03.2025 - 01.2026
- Managed IT operations to optimize system performance and deliver reliable technical support.
- Managed user accounts, profiles, permissions, access controls, and internal email systems.
- Coordinated IT support requests, prioritized technical issues, and ensured timely resolution.
- Implemented and monitored device security practices to protect company systems and data.
- Coordinated IT support requests, prioritized issues, and ensured timely resolutions to enhance user satisfaction.
- Oversaw hardware and peripheral support, including computers, printers, scanners, and audio equipment.
- Maintained documentation of IT procedures and technical issues to support ongoing system improvements.
- Provided technical guidance and support to staff while ensuring efficient use of IT resources.
Customer Service Representative + Sales
First Bank
San Juan, P.R.
09.2024 - 06.2025
- Sell and provide orientation of bank products to new and existing customers
- And promotes incremental sales through cross sells initiative.
- Engaged customers to increase interest in bank services and products.
- Answer calls and register customer requests, claims, and complaints according to department policies.
- Provides personalized high level customer service.
- Delivered personalized, high-level customer service to enhance satisfaction.
- Keeps up to date on all products, services and applicable regulations.
- Strives to continuously improve service delivery.
- Recognizes, documents, and alerts the supervisor of trends in customer calls
- Monitored call volumes to identify trends.
- Responsible for preventing and identifying possible red flags indicators and
- Reviewed security fraud codes for compliance.
- Manages customers interactions or other channels such as: voicemail, email
- And chat.
- Meet monthly targets to achieve individual and departmental goals.
IT Security
JJ SYSTEM INCORPORATED
Santo Domingo
02.2018 - 09.2019
- Monitored systems and networks to identify and respond to potential security threats.
- Managed user accounts, access permissions, and email security to ensure secure access to internal systems.
- Implemented antivirus protection, access controls, and data security procedures.
- Executed security troubleshooting to resolve technical incidents and mitigate risks.
- Maintained and secured computers, networking equipment, and other IT devices.
- Assisted with system configurations, software installations, and security updates.
- Documented security incidents, maintenance activities, and corrective actions.
- Provided employees with guidance on cybersecurity and safe technology practices.
Education
Bachelor of Business Information Systems - Computer Information Systems
Ana G Mendez
Bayamon, PR 08.2021 - 07.2025
Skills
- Access control management
- Security policy development
- Risk assessment
- Active Directory
- Technical issue resolution
- Application troubleshooting
- Software troubleshooting
- Incident tracking
- Issue escalation
- IT operations management
- User support services
- Service desk operations
- Helpdesk operations
- Remote technical assistance
- Stakeholder engagement
Personal Information
- Title: Information Technology Specialist
- Work Permit: Legally authorized to work in any U.S. state or territory.
Languages
Spanish
First Language
English
Proficient
C2
CERTIFICATIONS & PROFESSIONAL DEVELOPMENT
- Java Certification (2024)
- Conscious Capitalism (2024)
Timeline
Manager it
Hospital Wilma N. Vazquez | CMOPR
03.2025 - 01.2026
IT Security Support Specialist – Corporate Access Management
FirstBank Puerto Rico
01.2025 - Current
Customer Service Representative + Sales
First Bank
09.2024 - 06.2025
Bachelor of Business Information Systems - Computer Information Systems
Ana G Mendez
08.2021 - 07.2025
IT Security
JJ SYSTEM INCORPORATED
02.2018 - 09.2019