End User Customer Service

Rodolfo Gracia

Help Desk Administrator Profile

*******.********@*****.*** • 956-***-****

www.linkedin.com/in/rodolfo-gracia • Brownsville, TX 78521

Summary

Enthusiastic and quality-focused professional with expertise in technical troubleshooting and customer care. Highly skilled in solving various software and hardware issues and active directory management. Result driven IT technician with experience working in fast-paced work environments while meeting targets in time. Expert in delivering end user training and managing system upgradations. Proficient in Microsoft Office, Active Directory, Windows Server 2016, ERP software, Database management.

Areas of Expertise

Troubleshooting & Diagnosis

Problem Solving

Customer Service

Hardware & Software Installation

System Upgrades

Effective Communication

Active Directory Management

Data Backup & Retrieval

End User Training

Professional Experience

City of Brownsville, Brownsville, TX 2014 – Present

IT Technician II

Assist network users in maintaining and repairing equipment peripherals. Efficiently administer IT issues and install and configure system software. Train end-users on various tech related processes. Actively engage in assembling of various computer, monitor, scanner, and printer components including software and email. Aid users with solutions related to data and equipment issues while effectively facilitating information exchange. Coordinate with outsource providers to implement solutions. Contribute to the training of city employees in the usage of standard business and administrative software. Conduct regular computer checkups to detect malware and virus on systems. Proactively managed company’s ERP solution, active directory accounts and VPN accounts for users. Facilitate with administration of the file server, DHCP, and DNS servers.

●Administered system modifications and effectively completed annual upgrades for all city networks and systems.

●Successfully migrated all crucial data of city email servers to Microsoft services.

●Conducted regular maintenance of ERP systems for city employees that facilitated smooth resource planning operations.

Grajim Inc., Brownsville, TX 2012 – 2013

IT Technician

Administered various software installations and ensured all systems run smoothly. Engaged in virus removal and repair tasks and efficiently delivered excellent service. Managed the installation of wireless networks, routers, and printers while ensuring proper functionality. Monitored the proper operation of computers and printers while effectively diagnosing and repairing systems as needed. Developed and managed construction contracts and invoices. Regularly clean computer hard drives of junk files to maintain optimal system performance.

●Managed and maintained company IT structure of the organization for all employees and customers.

Army and Air Force Exchange Services, Dallas, TX 2012 – 2012

Administrative Technician (Internship)

Generated business intelligence reports implementing SQL Management Studio 2008. Composed queries and developed stored procedures for business report that offers insight into daily financial performance. Created reports on retail and petrol inventory dollars, year-end inventory variations, and fiscal year sales. Assisted in developing and maintaining filing systems. Oversaw administrative requests and queries of senior managers and effectively perform assigned tasks.

●Developed common table expressions (CTE) that improved the search for facilities, workers, and inventory items in a report that enables management to monitor manually altered inventory balances by store associates.

Department of Defense Education Activity, Arlington, VA 2011 – 2011

Office Automation Technician (Internship)

Served the Research and Evaluation team with expert administrative and technical assistance. Developed templates and other administered digital survey applications. Designed and implemented various forms to assist company in data collection and organization. Assisted in installation, operation and maintenance of computer and automated systems of the organization.

●Created strategic electronic classroom observation form and aided the organization in collecting, organizing, assembling, and preparing demographic data for a variety of subject areas.

●Developed innovative templates for an electronic survey application with IBM's assistance utilizing IBM SPSS, Adobe, Photoshop, and Dreamweaver.

University of Texas at Brownsville, Brownsville, TX 2009 – 2011

Research Assistant

Engaged in the development of algorithms for sound detection in noisy environment. Designed clustering technique to classify sounds based on their frequency patterns. Participated in Research Symposium to assist in project presentation.

●Achieved 90% accuracy in detecting positive noises by efficiently designing, developing, and evaluating the algorithm.

Education

Bachelor of Science in Computer Science

University of Texas, Brownsville, TX

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