Jose Espericueta
Software Support Specialist i @Kinective
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WORK HISTORY
Software Support Specialist i @Kinective
Gilbert, AZ, US
Ensure the seamless operation of financial technology SaaS platforms, delivering consistent and reliable support for diverse customer needs and maintaining high service levels.• Demonstrate expertise in managing customer and coworker communications across phone, email, Salesforce, Jira, and Microsoft Teams chat channels, ensuring efficient and effective interactions.• Perform and guide customers through server migrations, software installations, and security certificate configurations.• Collaborate with escalation teams including Developers, Engineers, Integrations, and Product Design to ensure customer needs are met and their requests are fulfilled. • Continuously improve and create technical documentation for internal and external use, providing training and support for customers and employees.
EDUCATION
Northern Arizona University
Bachelor of Applied Science - BAS, Computer Information Technology
Glendale Community College
Associate of Arts - AA, General Studies
ABOUT JOSE ESPERICUETA
Hi, and welcome to my profile. I’m a bilingual IT professional and passionate lifelong learner with 9+ years of experience in customer support, SaaS operations, and technical troubleshooting, now pivoting into cybersecurity with a focused goal of becoming a Cybersecurity Analyst.Completing the Google Cybersecurity Professional Certificate has aided me in the building of hands-on skills in threat detection, incident response, log analysis, network security, and core tools like SIEM, Wireshark, and Linux command line. My prior experience at companies like GoDaddy and Kinective has equipped me with a strong foundation in troubleshooting complex technical issues, collaborating across engineering teams, and supporting large-scale systems, all critical for thriving in a Security Operations Center.I’ve worn many hats: from managing a family-owned manufacturing business to interpreting for CyraCom in high-stakes healthcare and legal settings, to resolving escalated technical incidents for a global SaaS leader. These roles have shaped me into a highly adaptable professional with sharp communication, diagnostic, and critical-thinking skills.Beyond the screen, I’m a proud husband and father of three, a musician who plays guitar at church, and someone who is deeply driven by family and purpose. I strive to deliver excellence in everything I do, whether solving customer issues or defending systems from security threats.If you\'re looking for a future-ready cybersecurity professional with a strong service mindset and the technical skillset to grow fast in a SOC environment, let’s connect.
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