Customer Service Information Technology

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Victor Rodriguez

Dallas, TX *****

912-***-**** *******************@*****.*** WWW: Bold Profile

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Initiative-taking information systems, cyber security, and information technology specialist with a strong technical skillset and a proven record of job performance. Seeking a position with a company that values advancement and learning opportunities. Experienced in system administration, system engineering, and network engineering support tasks, including creating T568A/B wiring schemes and implementing wireless networks, printers, and Microsoft server administration. Known for being highly organized, efficient, and skilled in a variety of network engineering support tasks. Resourceful analytical person with expertise in data analysis and customer service. Quickly learn innovative technologies and processes to drive success. Experienced in managing multiple projects and developing innovative solutions.

Websites, Portfolios, Profiles

https://www.linkedin.com/in/victor-rodriguez-96307879/

Skills

TCP/IP, LAN/WAN, VPN, NOC Protocols

OSI model & Cabling

DNS/DHCP

Microsoft office

SCCM

VMware

SQL (TOAD)

Ticket Software (JIRA & ServiceNow)

Antivirus Software (McAfee, Norton, Microsoft Defender, AVG)

Technical communication

Backup and Disaster Recovery

Firewalls

Identify threats & implement security

Programming (Java, PowerShell, CMD, Eclipse)

Cisco

Windows Server 2012 R2, 2016, 2019

Windows 7, 8, 8.1, 10, 11

Documentation management

Analytical thinking

Technical troubleshooting

Failure management

Customer relations

Quality assurance

Backup testing

Server management

System installations

Virtualization technologies

Maintenance and repair

Hardware and software installation

Information security

Infrastructure design

Configuration management

Network security

Network administration

Operating systems

Remote Access

Work History

Specialist Systems Administrator

AT&T, Dallas, TX

November 2021 - December 2024

Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures.

Installs and monitors security auditing software and remediates defects based on ATT security policies.

Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions.

Develops and promotes standard operating procedures.

Provides technical oversight during installations and recovery projects.

Conducts routine hardware and software audits of servers to ensure compliance with established standards, policies, and configuration guidelines.

Develops and maintains comprehensive operating system hardware and software configuration database/library of all supporting documentation.

Configures and extends vendor software to deliver solutions for internal customers to meet departmental or enterprise business needs in addition to providing extended support as needed.

Collaborate with vendors on product capabilities and improvements needed to meet ATT requirements.

Provide customer interaction, customer service management, managing multiple priorities, systems thinking and making data-driven decisions.

Field Technician

MTI Mobile Technologies Inc., Hillsboro, OR

March 2021 - June 2024

Identified potential problems and prevented equipment failure through performing regular equipment inspections.

Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.

Prepared and submitted reports to document work performed and provided progress updates to management.

Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.

Inspected, evaluated, and calibrated electrical and mechanical systems and components.

Diagnosed and repaired problems with electrical and mechanical systems.

Completed preventive maintenance on machines to enhance production and maintain quality.

Tended to machines, troubleshot malfunctions, and completed basic repairs to keep equipment fully functional and well-maintained.

Keep detailed records of field measurements and data.

Communicated with customers to provide updates, gather information, and resolve issues.

Systems Engineer

AT&T FirstNet, Brunswick, GA

June 2019 - November 2021

Install, configure, evaluate, and maintain operating systems, application software and system management tools.

Proactively ensure the highest levels of systems and infrastructure availability

Monitor and test application performance for potential bottlenecks, identify workable solutions, and work with developers to implement those fixes.

Maintain security, backup, and redundancy strategies.

Participated in the design of information and operational support systems.

Completed software updates and assessed security patches for optimized computer use.

Conducted end-user reviews for modified and new systems.

Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.

Resolved issues related to operational components for LAN, WAN, and voice systems.

Maintained stability, integrity and efficient operation of information systems supporting organizational functions.

Windows System Administrator

Apex Systems/GDIT, Brunswick, GA

May 2018 - June 2019

Administer, install, configure, and maintain operating systems and related software to ensure stable performance of the computing environment.

Evaluate system specifications, input/output processes and working parameters for hardware/software compatibles.

Recognize and troubleshoot operating problems with server hardware and application software.

Diagnose hardware and software problems and recommend solutions and perform necessary system repairs.

Research and analysis recommend backup/security strategies as required.

Perform installations of hardware, software and operating systems upgrades, changes, and configurations

Deployed antivirus and security solutions throughout the entire system network.

Refined existent IT policy and guidelines company-wide, resulting in 40% fewer incident reports.

Managed development of system protocols to deliver complete and persistent data set.

Arranged staff-development programs such as training and workshops for staff at every level.

IT Support

Onbrand24, Savannah, GA

January 2017 - May 2018

Mediated between data management and IT support personnel to communicate ongoing system maintenance and new software development.

Provided Tier 1 IT support to non-technical internal users through desk side support services.

Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.

Provided high-level telephone and e-support by assisting clients with questions concerning product specifications, cost, billing, and technology issues.

Supported servers by responding to guest needs and retrieving items.

Engaged with supporters, potential supporters, and opponents via online platforms.

Performed technical and logistical tasks while supporting five hundred lab users with quality customer service.

Provided basic IT support to office users of desktops, laptops, and devices.

Planned and organized extracurricular activities supporting the development of student people skills and relationships.

Provided first- and second-line IT support for internal colleagues.

Education

Master of Science Degree in Information Systems January 2024

South University, Savannah, GA

3.88 GPA

magna cum laude graduate

Bachelor of Science Degree in Information Technology June 2020

South University, Savannah, GA

3.95 GPA

summa cum laude graduate

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