Jose Ignacio Pérez Agüero

Bilingual cybersecurity student with 2+ years in IT, with hands-on experience in support, cloud platforms, data analysis and cybersecurity fundamentals. Motivated and passionate about learning, enhancing security posture, and applying cybersecurity and data analysis frameworks to real-world environments.

Accenture – Heredia, Costa Rica November 2025 - Present
Solutions Area Specialist (Microsoft Vendor):
● Provide specialized consulting to global clients on Microsoft Licensing strategies, focusing on cost optimization and aligning technical requirements with business goals.
● Deliver strategic advice on the implementation and management of the Azure Security Infrastructure, including Microsoft Defender, Sentinel, and Intune.
● Architect secure identity solutions using Microsoft Entra ID (formerly Azure AD), applying principles of Zero Trust, RBAC, and Multi-Factor Authentication (MFA).
Projects and collaborations
● Collaborated with business leadership to transition legacy security frameworks into modern, cloud-integrated environments using Agile methodologies.
● Integrated Generative AI (Copilot) into standard consulting workflows, resulting in faster response times for licensing audits and security posture assessments.
● Spearheaded educational sessions for clients on advanced threat protection and endpoint security management using the Microsoft 365 Security stack.
 

Solventum – Heredia, Costa Rica April 2023 - November 2026
Digital Processing Technician:
● Ensured 100% compliance by strictly handling Protected Health Information (PHI) and Personally Identifiable Information (PII) according to internal security standards and data privacy regulations and internal security standards.
● Produced 3D dental models for clinics and hospitals, including retainers, aligners, and custom orthodontic appliances.
● Participated in testing of new software updates before release, ensuring quality control and system stability.
● Supported daily operations by correctly documenting tasks and accountability using database and tracker applications.
Projects and collaborations
● Contributed to pilot programs and internal investigations focusing on system integrity and digital workflow improvements.
● Supported Data Accuracy reviews by ensuring consistency in digital processing outputs.
● Identified and resolved a critical software bug within the 3D modeling platform that was causing production delays. This fix impacted a 25% reduction of production time per case.
 

Kyndryl – Heredia, Costa Rica May 2022 –April 2023
Help Desk Representative:
● Provided Tier 1 and Tier 2 technical support to global American Express employees, with a strong focus on system integrity and secure endpoint functionality.
● Maintained 95% Process Adherence and achieved a 90% Quality Control (QC) score on audited interactions by consistently following incident management protocols.
● Enforced security best practices by applying principles of least privilege, Role-Based Access Control (RBAC), and Multi-Factor Authentication (MFA) during all account-related support tasks.
● Successfully resolved incidents across Windows, macOS, iOS, and Virtual Machines (VMs), escalating to the SOC following structured incident response workflows.
Projects and collaborations
● Mentored junior team members through upskilling and technical evaluations, reinforcing best practices in user access and credential management.
● Contributed to continuous improvement initiatives by reinforcing secure remote support procedures and ensuring 100% compliance with organizational security policies..
 

Amazon – Heredia, Costa Rica Oct 2021 – May 2022
Customer Service Representative:
● Supported a high-volume customer base and delivery drivers on the Amazon Flex platform, specializing in account access and mobile application functionality.
● Acted as the first line of support for access issues, escalating suspicious activity in alignment with company guidelines.-
○ Maintained a consistent Customer Satisfaction Rate (CSAT) averaging 85% and achieving a 95% Quality Control (QC) score on audited interactions.
● Maintained a strong focus on user verification and secure communication within a high-volume, time-sensitive environment.
● Contributed to process adherence by correctly documenting and escalating cases, ensuring compliance with internal security standards.
Projects and collaborations
● Implemented strong user verification and secure communication protocols to mitigate account discrepancies and potential fraud.

Education
● Lic. Regional de Flores, Heredia, Costa Rica, graduated 2019.
● Universidad Fidelitas, Information Security Engineering (In progress).
● Universidad Juan Pablo II, Diploma in Data Business Analytics, 2024.
● Comptia Security+ Certification.
● Microsoft Azure Fundamentals AZ-900, Security, Identity and Compliance Fundamentals SC-900, Artificial Intelligence AI-900, 365 Fundamentals MS-900.
● SCRUM Master Certification.
● Cisco IT Essentials, Junior Cybersecurity Analyst, Cyber threat Management and Endpoint Security certifications.
● Proficient knowledge on systems/tools: MS Office, Google Suite, iOS, Salesforce, WorkDay, ServiceNow, Jira, SharePoint, Share Drives, Windows OS, SAP, WireShark, Packet Tracer, Linux Ubuntu, Oracle Virtual Box, Microsoft Azure, Windows, SQL, Python, Power BI, Virtualization (VMs) like VMWare, Bomgar, Cloud Security, OKTA, Compliance & Regulations.