Juan D Duran Rayo

• Administered Entra ID hybrid identity for ~1,500 employees across 11 offices, managing provisioning, access control, and least-privilege enforcement
• Provided remote technical support for 5–6 offices nationwide (out of 11 total locations)
• Consistently ranked top performer in Freshservice and Zendesk ticket resolution
Key Accomplishments:
• Designed external access lifecycle process using Entra ID access reviews — provisioning, business-owner accountability, and guest/vendor offboarding
• Conducted identity governance audit to identify stale/unused guest and external accounts by risk profile
• Automated Entra ID compliance auditing with PowerShell and Microsoft Graph, producing structured group membership and access-anomaly reports
• First responder on a social engineering incident (IT-support impersonation, malicious PowerShell) — endpoint isolation, evidence capture, and post-incident report
• Analyzed email headers and SPF/DKIM/DMARC results to identify BEC and phishing precursors to voice-based social engineering
• Led adaptation during Freshservice → Zendesk transition, maintaining high performance

• Delivered technical assistance across various departments, successfully enhancing system reliability in a manufacturing setting
• Configured and utilized networking equipment such as crimpers, punch-down tools, and VLANs to ensure stable and effective connectivity
Key Accomplishments:
• Network Infrastructure Setup: Configured and deployed network switches and hubs, resulting in a 20% improvement in data flow efficiency across departments
• Increased remote access uptime by 85%, facilitating seamless VPN connectivity for both iOS and Android devices

• Managed 30–50 support tickets weekly for attorneys and staff
• Collaborated on process improvements to boost team efficiency
Key Accomplishments:
• Created knowledge base that enabled 30% of tickets to be resolved independently
• Achieved 95% first-call resolution, increasing satisfaction scores by 15%
• Introduced ticket prioritization system for faster response times