Leonardo Rodriguez

***W ***ST Apt # 22-917-***-****

New York, NY 10032 ac4ika@r.postjobfree.com ac4ika@r.postjobfree.com

OBJECTIVE:

A position that allows me to grow & gain higher management experience.

EDUCATION:

Associate of Applied Science Degree, Computer Network Technology June-2013

Borough of Manhattan Community College

CompTIA A+ Certified November-2013

Technical Institute of America

MCSA Microsoft Certification 2016

Currently working on it.

LANGUAGE SKILLS:

Bilingual: Fluent in Spanish & English

RELEVANT EXPERIENCE:

Helpdesk Manager

Finn Partners – New York, NY

March 2016 to Present

• White glove & executive support

• On site IT manager overseeing a helpdesk of 1400 users across 22 offices worldwide

• Manage a team of 8 technicians & work with 3rd party vendors for the best & most cost efficient solutions

• Automate helpdesk & SLA’s to serve our needs

• Serve as an escalation point between the technicians & the IT directors

• Work on budgeting & asset ordering

• Monthly & weekly helpdesk assessments & meetings

• Migrated File servers to the Cloud

• Ensure that escalated incidents are documented, resolved and closed as needed

• Contact users to obtain needed information related to problems/issues

• Take care of VOIP systems (Vocal IPX, Polycom Phones, Conference rooms, Cloud meeting solutions)

• Troubleshoot day to day issues ( Netsuite, Box,Windows, Macs, Proof point, Network, Projects )

Support Engineer

Brightstack – Division of CIS –New York, NY

July 2015 to March 2016

•Manage & Troubleshoot issues for over 200+ Companies on a day to day basis (Schools, Hedge Funds, Non Profits & Health care companies)

•Take care of VMware environments and do any changes or deployments of new ones

•Troubleshoot FTP/STFP Connections for clients with FTP servers

•Manage my own team of Level 1 & 2 Engineers making sure all tickets are resolved & customers are satisfied

• Full working knowledge of Microsoft Windows server and desktop platforms, domain upgrades & migrations, group policy enforcements, active directory management

•Knowledge of Networks, Spam Firewall, Message Archiver & Backup products

•Take care of day to day Escalation tickets from Level 1 & Level 2’s

•Client Management & Project management (Office 365 Migrations, New client rollouts, New Network & Server Deployments

•Day to Day firewall & Switch Support (Sonic Wall & HP switches)

•Take care of VOIP systems (Shoretel on Premise, Sky, Cisco unity UC)

•Update & create documentation guides for client’s environments

•Scripting

•VPN & Citrix Xen App Experience (Netextender, Cisco Anyconnect)

•ConnectWise, Kaseya, Okta, Experience

•Bloomberg Troubleshooting for some of our clients

•Troubleshoot Creston MondoPads

Support Engineer

Clinic IT - New York, NY

July 2014 to July 2015

• Client Management & Decision maker.

• Citrix Environment Support.

• Project Management for Clients & Future Planning.

• Remote & Onsite support for a variety of different environments (Design, Non Profit, Hedge Funds, and Restaurants with Remote Offices.

• Handle and resolve end user issues via telephone, incoming tickets and onsite support within SLA.

• Break/fix, new build outs and escalation of level 3 calls.

• AD administration, BES administration, VMWare support, mobile phone/tablet support, proprietary software support, VPN connectivity troubleshooting, group policy modification and troubleshooting.

• SMTP and NDR based troubleshooting, login script troubleshooting, utilizing remote tools to facilitate efficient resolution of issues, knowledge of scripting to help automate processes.

• Backup Solutions & Troubleshooting.

Network Administrator

High Tech Backup - New York, NY

March 2011 to July 2014

•Troubleshoot technical issues such as spyware cleanup, printing issues, application problems

•Installation, maintenance and configuration of Microsoft workstation operating systems and productivity software

•Servers & Work station backups & Migration

•VoIP Phone System Troubleshooting (Kerio Operator, Asterisk ) Cisco Phones & Astra phones

•Monitors ticket queues for incidents and change requests and maintains solid documentation

•Firewall & Router Troubleshooting

•Maintain Microsoft Servers (Active Directory,DNS,DHCP)

•Assist 250 to 300 Users On site or Remotely using (Eblvd, Log me In ) with different problems

SKILLS:

Helpdesk Manager

Project Manager

Web Development Manager

SEO

Risk Management

Cisco Call Manager, VPN

Backup Solutions

Linux, OSX and Windows Operating systems

VMware

Microsoft Windows Server Deployment (2003,2008,2012)

Exchange Server Management (2003,2007,2010,2013)

Office Applications & Projects

Desktop Support/Server Engineer

Adobe Photoshop, Adobe Dreamweaver, Xcode

Build Websites + IOS apps

Able to give accurate service to end users

Firewalls, Router, AP Installations

Strong attention to detail

Good organizational and communication skills

Fast learner

Contact this candidate