IT Support Analyst

Guillermo J Rodríguez

832-***-**** – **********************@*******.***

EDUCATION

Houston Community College 08/2017 - 05/2019

Degree: Associate of Applied Science

• Major: Computer Systems Networking – Cyber Security

• GPA: 3.86 out of 4.00

• Graduated with Highest Honors

TECHNICAL SKILLS

• MS Office

• Time Management and Communication

• Network Troubleshooting, VPN

• VMware

• Active Directory

• Experience working with C-Level

clients

• Linux

• Windows Server

• Experience in Penetration Testing

procedures

• Spanish: conversational and writing

• Windows ATP

• Ticketing Systems

• PC Hardware

PROFESSIONAL EXPERIENCE

Brenntag Latin America 10/2019 – 03/2020

It Support Analyst

• Provide assistance and technical support to over 500 customers in 13 countries, remotely and face-to-face, by troubleshooting and resolving complex hardware and software related issues.

• Proactively install, upgrade, and configure hardware and software components to ensure usability, minimizing interruptions in the customers' ability to carry out critical business activities.

• Install and upgrade anti-virus software and perform tests and evaluations on new software and hardware to ensure security at the user level.

• Analyze and report phishing emails to the Regional Cyber Security Officer.

• Utilize scripts to automate daily technical tasks for time efficiency.

• Repair and/or replace damaged hardware.

• Establish network access protocols, trough Active Directory, to enable new and/or existing customers to gain local or remote access to the company’s internal network.

• Review, validate, and input technical documentation for common problems in the resolution database.

• Train customers on new and existing applications that will improve their daily business operations.

Houston Community College 08/2018 – 05/2019

Student Mentor/Computer Lab Assistant

• Connect students with important Houston Community College resources, services, and programs.

• Act as an on-site resource to individual students and groups accessing computer technology and help them familiarize with 3-D printing software.

• Troubleshoot and diagnose basic problems with computer and 3-D printing equipment and perform minor maintenance and repair on equipment, as necessary. HH Gregg 09/2016 – 11/2016

Warehouse Associate

• Processed regular and defective merchandise, often, with the help of specialized machinery.

• Resolved complex issues with incomplete orders and out of stock items by arranging pick-ups and deliveries from other warehouses.

• Ensured proper organization of the warehouse by arranging merchandise in their corresponding area.

Murphy USA 01/2013 – 01/2014

Store Associate

• Assisted customers with retail purchases and fuel transactions while operating a cash register.

• Provided a supportive and enjoyable atmosphere for customers and employees alike, increasing customer satisfaction by 20%.

• Increased sales by roughly 18% in the first month by upselling the newest products and implementing new sales strategies, and won several store sales contests by maximizing sales. AWARDS & ACTIVITIES

• President’s List Academic Honor Spring 2017

• Dean’s List Academic Honor 2016 - 2018

• Member of the National Society of Collegiate Scholars 2018 – Present

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