It Helpdesk Technician

Jose C. Rodriguez Ortega

**** ********** ***. *** ** Bronx, NY 10453 347-***-**** ****.***********@****.********.****.*** WORK EXPERIENCE

IT Helpdesk Technician Feb. 2023 – Present

New York City Department of Buildings New York, NY

Played a pivotal role in the resolution of 5% of all helpdesk tickets issued across the agency, demonstrating effectiveness by personally resolving over 1000 tickets.

Developed PowerShell Scripts to automate and expedite daily tasks, streamlining operations for increased efficiency.

Proficient in both creating and delegating mailboxes using the Admin Exchange Center interface, optimizing email management processes.

Proficient in configuring and installing VOIP phones via the VOSS automate site, ensuring seamless integration and functionality.

Responsible for overseeing the deployment and successful execution of projects, including workstation setups and the installation of specialized hardware and/or software.

Manage, configure, and create workflows, profiles, and assignment groups for devices using VMware AirWatch Mobile Device Management software.

IT Helpdesk Intern Oct. 2022 – Feb. 2023

New York City Department of Buildings New York, NY

Regularly utilize Active Directory and Active Directory Bridge (One identity) to address various issues including:

o Creating, deprovisioning, and restoring accounts, as well as resetting passwords. o Facilitating access to printers, shared drives, and provisioning software licenses.

Executed desktop and laptop imaging tasks with proficiency and precision.

Proficiently assist users in resolving hardware or software issues, whether through remote services or in-person support.

Troubleshoot, configure, and deploy mobile devices including iPads, Samsung and Apple phones, as well as wireless access points like Mi-Fi's.

Troubleshoot, configure, and deploy workstation machines such as Desktop computer, laptops, All-in- One desktop machines.

EDUCATION

New York City College of Technology Expected Graduation Date: Spring 2025 BS, Computer Engineering Brooklyn, NY

Honors: Dean's List with 4.0 GPA.

CERTIFICATIONS, SKILLS & LANGUAGES

Certifications: Certified PC Pro – TestOut PC Pro, Certified Routing and Switching Pro - TestOut Routing and Switching Pro

Skills: PowerShell; Windows; IOS; Microsoft Office; Mobile Device Management; Service Now; Samsung devices; Laptops; Desktop; Admin Exchange Center; VOIP; Troubleshoot; Languages: Spanish, English.

Professional References

IT Director – James Cronin – *******@*********.***.*** Supervisor – Emilio Salazar – ********@*********.***.*** Senior Helpdesk Associate – ******@*********.***.***

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