Software Network
Resume:
AGUSTIN RODRIGUEZ
7835
Tucson, Arizona 85731
**********@*****.***
Collaborative team leader/player and independent contributor that
consistently meets executive management goals and objectives by managing
projects, measuring productivity and enforcing standards. Subject matter
expert that provides continual training and professional development to
information systems staff, end user clients and peers. Demonstrated success
in accurately interpreting client problems and offering the best solution
to resolve technical and administrative issues and achieve enhanced product
efficiency/effectiveness. Proven abilities to communicate effectively with
people of all ages and backgrounds.
KEY QUALIFICATIONS
Network Administration Process Improvements Coach/Mentor
Root Cause Analysis Knowledge Base/Scripts Staff
Development
Problem Resolutions Training Materials Author Project
Management
PROFESSIONAL EXPERIENCE
Codac behavioral health Services Inc., Tucson, AZ
2009 - 2010
Systems Support Technician II
Assist the Network Administrator with projects/tasks related to the LAN/WAN
and server infrastructure. Provide technical assistance and training to
system users. Act as a technical lead and mentor to the desktop support
team.
Research, recommend and implement enhancements to network, e-mail, and
related communications systems. Administer network user accounts, group
memberships and email accounts. Manage escalation of issues to the Network
Administrator and outside vendors, as required.
Install Windows and UNIX/LINUX software applications and set up program
groups as necessary. Load specified software packages such as operating
systems, word processing, or spreadsheet programs.
Install hardware and peripheral components such as monitors, keyboards,
printers, fax machines, telephones, network interface cards, network
software and disk drives on multiple sites. Modify, troubleshoot, and
repair computer hardware, software systems, and office equipment.
Provide technical assistance to staff via telephone or in person how to use
specific software such as statistical, graphics, database, printing, word
processing, programming languages, electronic mail, and operating systems.
Intuit Inc., Tucson, AZ
2002 - 2009
Supportability Analyst/Technical Support Rep 3
Primary focus was on problems that potentially had the greatest impact on
the organization. In addition to handling general problems,
responsibilities included being a subject matter expert in multiple
products, product areas, systems, domains and/or components. Network
Connectivity Specialist - resolved complex escalated connectivity issues.
Aggregated data and turned information into actionable knowledge so that
Product Development (PD) and/or content experts could address root causes.
Provided service and/or product support solutions through analysis and
problem solving techniques to facilitate customer satisfaction.
Handled previously unknown or more complex problems forwarded from
Escalation Support. Continuously collected and reported data that enabled
fast, educated contact volume prevention and elimination.
Assisted in producing contact volume forecasts based on Beta testing,
research and analysis, and other product support-related activities.
Worked as part of a cross-functional team with service delivery, PD,
product management, sales, and marketing to ensure Intuit had a common and
effective customer facing experience across all supported channels.
Where applicable, participated in PD Change Control Review meetings and
other forums to identify and help mitigate potential call drivers.
Data Services Product Specialist - Successfully solved customer escalated
issues by identifying the root cause of complex problems utilizing SQL
software (code) and partnering with Product Development for change
implementations.
Developed increased technical proficiency of Tier I & II agents by
delivering on the job trainings.
University Medical Center, Tucson, AZ 1998 - 2002
Microcomputer Support Specialist II
Team lead that consistently delivered network/desktop solutions, completed
on-time department upgrade projects and achieved internal staff relocations
with minimum downtimes using technical expertise to anticipate and resolve
functional and operations issues.
Contributed to management's decision making capabilities by researching,
analyzing and recommending desktop training, maintenance contracts and
vendor selections.
Maintained accurate inventory of all microcomputer equipment and
peripherals.
Successfully resolved complex technical issues using advanced
troubleshooting techniques to diagnose Local Area (LAN), Wide Area (WAN),
multiple operating system and desktop problems.
Supported Help Desk, main hospital and offsite satellite business centers.
Authored instructional materials used to teach Microsoft Office
applications and provided staff practical exercises to perform essential
functions more efficiently and effectively.
Resolved complex University of Arizona Information Systems Technology
department installation issues due to shared physical space and maintained
established relationships.
Carondelet Health Network, Tucson, AZ 1997 - 1998
Microcomputer Support Specialist
Configured, tested, and installed desktop computers onto a new NT server
based network, while minimizing impact on then current UNIX based system.
Provided technical expertise during desktop/network staff trainings.
Met business needs by recommending hardware, software and trainings using
comprehensive analysis of staff performance capabilities and potential
growth initiatives.
Met client's requirements by providing ground-up development and
application integration.
Independent contractor/consultant, Tucson, AZ 1992 - 2010
PC/Network Specialist
For more than 17 years I have provided the following services to local
and/or small businesses and personal computer owners.
Design and Implement (Client-server and peer) Network systems including
routers, switches, data servers, print servers, desktop computers,
associated peripherals and cabling.
Maintain existing network systems and add needed services like email, VPN,
print sharing and other shared resources.
Configure and maintain desktop/laptop PCs, utilizing TCP/IP network
configurations, PPP connections and X-sessions to UNIX servers.
Custom build personal computer systems specifically suited to customers'
needs and minimizing customer cost by adding required components only.
Provide private instruction on the use of a variety of software
applications and suites.
Design web sites for information, media galleries, content management,
catalogs, etc.
EDUCATION
University of Phoenix, Tucson, AZ, BS in Business/Information Systems
expected 2011
New Horizons Computer Learning Center, Tucson, AZ, Completed courses:
Comp TIA - A+ Essentials, A+ IT Technician, Network +, Security +
Microsoft - Managing a Microsoft Windows Server 2003 Environment
ITT Institute, Tucson, AZ, Associate of Science in Electronics/Computer
Engineering
Pima Community College, Tucson, AZ - Completed database (SQL) and web
development courses.
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