Ynoel Amparo
Beltsville,MD
Summary
Detail-oriented IT professional with expertise in corporate customer relations and technical troubleshooting, currently pursuing a Bachelor’s degree in Cybersecurity. Proficient in Windows and Linux environments, networking fundamentals, and system diagnostics, complemented by hands-on experience in a home lab. Strong communication skills and proven ability to resolve incidents effectively in high-pressure situations. Actively seeking a Tier 1 IT Support role to leverage skills and advance into higher-level technical responsibilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Corporate Customer Relations
DARCARS
02.2025 - Current
- Resolved complex customer issues as a Tier-1 escalation point across dealerships.
- Identified root causes by gathering information from various systems and stakeholders.
- Ensured understanding of technical information for non-technical users during communication.
- Documented case actions and outcomes to enhance accountability and reporting processes.
- Coordinated with internal teams to efficiently resolve issues within defined timelines.
IT Customer Support Representative
ASRC Federal (NASA)
06.2024 - 02.2025
- Streamlined user access compliance across multiple SCaNVAS platform sites.
- Coordinated with POCs to manage user account provisioning effectively.
- Executed site migrations to SharePoint, enhancing security via Multi-Factor Authentication.
- Collaborated with stakeholders to ensure seamless transitions during site migrations.
- Oversaw IDmax workflows for user access requests across 16-20 managed sites.
- Enhanced operational efficiency by streamlining user approvals and site accessibility.
IT Specialist
Sanabria & Associates LLC
05.2019 - 12.2023
- Increased potential client leads by 35% through collaboration with marketing department.
- Set up employee workstations by configuring hardware, devices, and software.
- Simplified technical concepts for non-technical users to enhance understanding.
- Resolved support requests while guiding users through basic troubleshooting steps.
- Recommended hardware/software modifications to minimize lag and enhance performance.
- Improved system efficiency by implementing IT infrastructure upgrades and maintenance.
Web Developer Intern
Jezic & Moyse, LLC.
03.2016 - 04.2019
- Ensured device compatibility by troubleshooting and debugging code effectively.
- Implemented user requirements into solutions to enhance overall user experience.
- Maintained high quality standards through rigorous code and cross-browser testing.
- Designed websites utilizing scripting languages and digital media tools efficiently.
- Collaborated with stakeholders to conduct research and improve project productivity.
- Optimized existing code and added features to enhance website functionality.
Junior Web Developer Intern
Honest Tea
01.2013 - 12.2016
- Enhanced user experience by developing interfaces using modern JavaScript, HTML5, CSS3.
- Designed web components to optimize performance across various digital platforms and devices.
- Resolved compatibility issues by debugging code for diverse browsers and operating systems.
- Boosted project efficiency through collaboration with managers, testers, and end-users.
- Prioritized tasks effectively while problem-solving multiple issues with minimal supervision.
Education
Bachelor of Science - Cybersecurity
Full Sail University
Winter Park, FL05-2026
Associate of Science - Information Technology
Full Sail University
Winter Park, FL05-2026
High School Diploma -
Don Bosco Cristo Rey HS
Takoma Park, MD06.2017
Skills
- Windows OS troubleshooting (drivers, services, permissions)
- Basic Linux administration (command line, packages, services)
- Hardware and peripheral troubleshooting
- Networking fundamentals (TCP/IP, ports, DNS, DHCP)
- Remote technical support and user assistance
- Incident and ticket management
- System diagnostics and root cause analysis
- Virtualization and home lab environments (VMs)
- Documentation and knowledge base practices
Accomplishments
- Independently diagnosed and resolved hardware and driver-related issues across multiple personal and family systems, restoring full system functionality
- Provided hands-on technical support for PC builds and upgrades, including GPU installation and system configuration
- Recognized for clear communication and follow-through when resolving complex issues for non-technical users
- Consistently manage multiple support requests while maintaining attention to detail and professionalism
Certification
- Responsive Web Design - October 2022.
- Certified in Python - December 2022.
- CompTIA Security+ - (In progress, est. Jan. 2026)
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Corporate Customer Relations
DARCARS
02.2025 - Current
IT Customer Support Representative
ASRC Federal (NASA)
06.2024 - 02.2025
IT Specialist
Sanabria & Associates LLC
05.2019 - 12.2023
Web Developer Intern
Jezic & Moyse, LLC.
03.2016 - 04.2019
Junior Web Developer Intern
Honest Tea
01.2013 - 12.2016
High School Diploma -
Don Bosco Cristo Rey HS
Bachelor of Science - Cybersecurity
Full Sail University
Associate of Science - Information Technology
Full Sail University