Desktop Support Customer Service

Nicolas J. Rodriguez

Thornton, CO 720-***-**** ******************@*****.*** https://www.linkedin.com/in/nicolas-rodriguez-b81792b/

Professional

IT Network Management

& Cyber Security Specialist:

PROFESSIONAL PROFILE

IT CONSULTANT NETWORK ENGINEERING CYBER SECURITY SYSTEM ADMINISTRATION DATABASE ADMINSTRATION SOFTWARE DEVELOPMENT PROJECT MANAGEMENT

OBJECTIVE

A Desktop Support & Network Administrator to perform Technical Services Support provide Customer Service in Network Operations Center. Apply Network Management specialization skills in Hardware & Software Technical Support. Professional Multilingual skills in Customer Service environment providing application support in areas of Technical Management.

PROFESSIONAL SUMMARY

Have qualifications in Customer Service Support Information Systems and Computer Network Systems with applied skills in Database Administration and Data Inventory Management.

Applied skills provided Customer User Support in Network and System Administration assisted users in Desktop Support Service in Technical Support.

Utilized Service Now, Remedy, 3rd Party Proprietary tickets, in ITIL Network Operations.

Technical Management

Provided Network Administration while Hardware & Software upgrades and installs for system upgrades of 100 + computers weekly IT Projects

Applied skills break fix assisted in computer repair for Desktop Support Operations in Customer Service

Serviced in IT Security reimaged disks for system wipes and Active Directory Data Migration Operations

Network Management

Serviced application refreshes on Windows 10/11 in Depot Center Environments of 500+ Computers

Network Management in Web Support/Product Support/Virtual Private Network and Network Printer Administration

Applied knowledge in CISCO Router and Switches creating Network Architecture Infrastructure and Network System Administration.

Education

Colorado Technical University:

Master of Science in Information Technology-

Network Management Specialization

ITT Technical Institute:

Bachelor of Science-

Information Technology: Information Systems Security

Brigham Young University-Hawaii:

Bachelor of Arts: International Cultural Studies: Communications

(Dual Minor/Linguistics: Spanish and Japanese (Multilingual in Cross-Cultural Communications)

IT Certification in Progress:

Network Engineering &

Cyber Security, Network Administration, Desktop Support

Certification In Progress Pursuits:

Next Gen T: IT Cert (Present Pursuit Course Studies)

Network Engineer

CompTIA Network+

CCNA

Cyber Security

CompTIA Security +

EHE: Ethical Hacking Essentials

DFE: Digital Forensics Essentials

NDE: Network Defense Essentials

Micro Soft Certification Courses (In Progress)

Network System Administration

Microsoft Azure Administrator (AZ-104)

AZ-900: Microsoft Azure Fundamentals

MS AZ-800: Administering Win Server Hybrid Core Infrastructure

MS AZ-801: Configuring Win Server Hybrid Advanced

MC: Security Operations Analyst Associate

MC: Cyber Security Architect Expert

Information Technology University Online (In Progress)

IT: Desktop Computer Support Services:

Information Technology Infrastructure Library ITIL Foundation & Service Operations

CompTIA FCO-UC1: IT Fundamentals

CompTIA A+

CompTIA N+

CompTIA Linux+

ITIL-Foundation

ITIL-Service Operations

MTA Security Fundamentals

MTA Networking Fundamentals

PROFESSIONAL IT & CUSTOMER SERVICE EXPERIENCE

Free Lance: IT Network Administrator Consultant Barrister Global Services Network Inc (Remote On-Call) Denver Region Area June 2014 – Present

Network Administration:

Reinstall the IT equipment listed below & test to confirm all IT equipment. Install Hardware and Software in Computer Network Administration.

Install Operating Systems for Windows XP, Windows 7 and Windows 10. Installing, Upgrading, and Migrating to Windows 7 to install Hard Drives, Software Applications. Configure Disks and Device Drivers.

Configuring File Access and Printers on Windows 7 Clients. Configuring Network Connectivity on IPc4, IPv6. Configuring Wireless Network Connections. Install Transfer Belt and Printer Toner in Network Administration.

Desktop Support:

Troubleshoot Firewall Settings on Windows 7 and XP Configurations. Print Configurations in Desktop Support. Security Management in Windows 7, Local Security Policy Settings, Secure Data on EFS and BitLocker.

Configure User Account Control Access, AppLocker, Configure Windows Firewall and Windows Defender. Wiping Hard Drives in Data Migration in System Administration.

Desktop Support Services: Application Support (Temporary/Contract) Acara Solutions Staffing Denver Metro, CO July 2024

System Software Upgrades on Universal System Management Tools

Application Installations from Network Server

Delivery Shipment Management in Inventory Asset Management

Technical Support for IMAC and Network Management for Desktop Support Services

Assisted on Break Fix Network Operation Center Depo Warehouse

CSR: Technical Support DBA Representative (Temporary) XPO XPO April 2024-May 2024

Tackled on Bill shipments pursuant to applicable tariffs and pricing agreements

Recognize and resolve documentation errors

Assisted with customers with inquiries, including tracing shipments, rate quotes, tariff discrepancies and billing and invoicing questions

Performed general clerical duties as assigned, including answering and directing phone calls, filing, data entry and billing

Have processed short and damaged freight and related documentation for customer resolution

Application Support & Desktop Support Services Superior Farms Denver, CO May 2023 – August 2023

Analyzed Computer Network Systems, tested software applications, troubleshoot Network issues, and evaluate existing network systems, such as local area networks (LAN), wide area networks (WAN), cloud networks, servers, and other data communications networks. Performed network maintenance to ensure networks operate correctly with minimal interruption.

(IMAC) Network Management duties to include Installed, configure, and maintain an organization's local area network (LAN), wide area network (WAN), data communications network, operating systems, and physical and virtual servers.

Performed system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. Reviewed system and application logs and verify completion of scheduled jobs, including system backups.

Managed on analyzed network and server resource consumption and control user access. Install and upgrade software and maintain software licenses. Advised in assisting in network modeling, analysis, planning, and coordination between network and data communications hardware and software.

Desktop Support Analyst / Deskside Technician World Wide Technical Services Denver, CO November 2022-April 2023

Customer Service Engineer Roles:

Perform tasks related to the repair of a variety of technology-based products typically associated with an end-user computing environment. Perform basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.

Desktop Support:

Provide support to client-identified IPs. Respond to change management requests including installing new PC equipment, providing end-user desk-side support, and other related activities. Perform Install/Move/Add or Change (IMAC) activities. Perform all assigned desk-side support activities.

Deskside Technical Operations:

Display outstanding technical and professional service skills at all times. Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines. Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair. Follow all documented service operations policies and procedures.

IT- Technical Support/Helpdesk Technician DXC Information Technology Services Denver, CO April 2022-October 2022

Help Desk Technician:

Provide on-site field support to customers. Perform installations, repairs, upgrades, and maintenance on hardware and equipment. Provide on-site I.T. field support to customers including installation, servicing, and repairing computer systems and equipment.

Technical Support:

Verifies and approves operational quality of system equipment. Resolve customer issues in the areas of hardware installation, repair, upgrade, and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance. Instruct customers in the operation and maintenance of systems/equipment. Resolve hardware and equipment problems, Office environment, Windows 7/10 experience, and Network Business Operations in Service Now

Customer Service:

Work with customers and other unit personnel with analytical and problem-solving skills. Utilize Teams Management communication skills. Provide time management and organizational skills as a Tier 1 IT Consultant in Technical Services.

IT Network Administrator Consultant Robert Half Technology (Remote On-Call) Denver Region Area

November 2021 – March 2022

Network Administration:

Reinstall the IT equipment listed below & test to confirm all IT equipment. Install Hardware and Software in Computer Network Administration.

Install Operating Systems for Windows XP, Windows 7, and Windows 10. Installing, Upgrading, and Migrating to Windows 7 to install Hard Drives, Software Applications. Configure Disks and Device Drivers.

Configuring File Access and Printers on Windows 7 Clients. Configuring Network Connectivity on IPc4, IPv6. Configuring Wireless Network Connections. Install Transfer Belt and Printer Toner in Network Administration.

Desktop Support:

Troubleshoot Firewall Settings on Windows 7 and XP Configurations. Print Configurations in Desktop Support. Security Management in Windows 7, Local Security Policy Settings, Secure Data on EFS, and BitLocker.

Configure User Account Control Access, AppLocker, Configure Windows Firewall, and Windows Defender. Wiping Hard Drives in Data Migration in System Administration.

Customer Service Operations/Network Media Administration (Spanish Bilingual) NIELSEN Denver, CO

October 2019-August 2021

Customer Service Data Operations:

●Install measurement equipment. Identify problems and troubleshoot data/equipment. Ensure collection and transmission equipment is properly installed and configured to transmit necessary audience data. Respond to calls to ensure equipment is maintained and operating effectively. Schedules return calls as needed with panelists. Works with support departments as needed to resolve panelist issues.

Technical Service Operations:

●Prioritize, schedule, and complete all work in compliance with established policy. Accurately collect and report demographics and audience information using proprietary software and Network System equipment, such as PC measurement, portable video, and other mobile systems.

Technical Service Representative Duties:

●Primary customer service contact, addressing household concerns, answering questions, and ensuring long-term and accurate usage of equipment. Meet outbound and inbound call metrics. Collect and analyze data, providing feedback to panelists. Maintains demographic and device information via outbound and inbound calls to ensure the quality of the data. Investigate and resolve proprietary system-generated panelist performance issues

IT-Computer Technician Specialist (Independent Business Contractor)

NETSIC Denver Metro Region Area April 2018-October 2019

●ITISM Skills: Monitor and respond to operating and error messages. Enter commands at a computer terminal and set controls on computer and peripheral devices. Disconnect computers in such a way that no equipment is damaged. Reconnect computers in such a way that no equipment is damaged, and all equipment is connected correctly. Monitor network to ensure network availability to all system users and may perform necessary maintenance to support network availability.

●Network Administration: Install, configure, and support an organization's local area network (LAN), wide area network (WAN), and Internet systems or a segment of a network system. Professionally manage cables. Monitor and test Web site performance to ensure Web sites operate correctly and without interruption. Assist in network modeling, analysis, planning, and coordination between network and data communications hardware and software. Monitor and control electronic computer and peripheral electronic data processing equipment to process business, scientific, engineering, and other data according to operating instructions.

IT Computer Analyst

IT Pomeroy Inc. Denver, CO June 2017- February 2018

●ITISM Skills: Perform basic computer operator commands and report any issues to Shift Lead/Supervisor. Minor to moderate problem determination. Provide assistance to all operations personnel to ensure that the highest level of customer satisfaction is maintained. Understand and utilize tape library and/or print tools to assist with basic computer operator functions.

●Customer Service Roles: Perform minor to moderate operator commands on systems. Understand all mount/system messages. Monitor scratch pools and outstanding tape mount messages. Query system for outstanding mounts and/or print jobs and other latent information and provide interpretation and resolution as appropriate. Recognize minor to moderate hardware malfunctions and be able to resolve most problems under the direction/supervision of lead personnel.

●Help Desk Roles: Provide constructive input for shift turnover to management and teammates. Remain current with all procedures and provide input as appropriate. Perform Floor sweeps searching for media as needed which may include searching under/on top of equipment, under raised floor tiles, etc. Understand and utilize communication and work tools (phone, e-mail, turnover tools, fax, client training tools, other client-specific work tools, etc.)

IT Field Implementation Specialist

United Airlines Denver International Airport, CO (Temporary/Contract) October 2016 – November 2016

●Desktop Support Roles: Diagnosed and repaired computer systems while managed peripherals in computer network systems. Provide Mobile device support for iPad, iPhone, Android, and iOS devices. Provide Desktop Support roles in imaging 100+ computers using SCCM 2012.

●Network Administration: Provide Administrative Rights to user accounts for Windows 7 on Group Policy Objects and Login accounts. Assisted with Network Systems to deploy computers from Computer Networks to Printer Communications.

●Help Desk Roles: Monitored Network Systems on packet sniffers and Desktop Network Operations. Deployed computers using Remedy updating Ticket Queues while managing the database system on upgraded computers.

●Customer Service and Network Communication Roles: Maintained security level of trust, and was given the highest level of a security badge. Patrol United Airlines Facilities for Desktop Support and Network Printer Operations Support.

●ITSM Skills: Utilized ITIL in Project Management in completing project objectives and meet project deadlines for Desktop Support and Software/Application Installs. Assisted with Network Systems to deploy computers from Computer Networks to Printer Communications.

IT Help Desk Service Analyst Management NORESCO United Technologies Boulder, CO (Temporary/Contract) July 2016-August 2016

●Help Desk Roles: Create Break/Fix Tickets in Remedy 7 for Help Desk Technical Support to remote agents. Manage help desk tickets in Trackit BMC Software. Analyze Hardware and Software as a Technical Support Operation Agent. Managed Trackit BMC software as a Technical Analyst assisting with cleaning up a high volume of out-of-scope tickets at the help desk. Technical Analyst in ITIL help desk environment utilizing Windows 7,8,10 environment in Networking, Application, and Hardware Technical Support.

●Customer Service and Network Communication Roles: Participated in Security Administration accounts creating authority requests for System Administration accounts. Assist in troubleshooting Network Communications for IP/TCP, IE, Web Support, and Database Administration for Active Directory accounts. Provide assistance in shipping equipment in Database Administration for Hardware and Software support via Bomgar support when necessary.

●ITSM Skills: Additional responsibilities in general maintenance and upkeep of the IT area and other projects considered necessary by the IT staff. Utilized IT-Service Management skills to work as part of a team and take directions from upper IT-Management Directors. Assist the senior help desk analyst with daily administrative duties in Active Directory Management Console in IT-Human Resource Employee Onboard Distribution Lists. Take a role in Email and Phone Communications in Network Administration supporting Software Installs and Hardware Installs.

Desktop Support and Printer Network Administration State of Colorado: OIT- (Temporary/Contract) Denver, Colorado December 2015-March 2016

●Network Administration: Includes installation of network cards, software drivers, new fiber network media, and installation and update of workstation Network Security Systems and software. Provide ongoing upkeep of computer inventor. Install enterprise-class servers and the UPS hardware that support them in the network operations center.

●Help Desk Support: Assist in computing Performance Improvement, computer relocation as assigned, and other support functions. Assist in the assembly, installation, and relocation of computers for volume purchases. Participated in 50 units are ordered, and need to be assembled, loaded with software, and located in Workstations.

●Desktop Support-Win 7 MCSA Administration: Win 7 Activation, Windows Easy Transfer-Data Migration, Map Network Drive, Group Policy Object, DHCP/TCIP Networks, Device Driver install/reinstall. Services Management Tool, Device Management, MS-Config, GPUPDATE Install, Printer Network Connectivity for HP and Xerox.

●Customer Service: Provide Desktop Support to end users including network connectivity. Prepares state computers for end users, including formatting hard drives, installing operating systems, and loading software. Provides phone support to remote users as well as after hour support during network modifications.

ADDITIONAL EXPERIENCE

Extended IT Network Administration and Desktop Support Professional Experience

●Independent Contractor (2008 to 2009: Took completion of courses for BS in IT-ISS from ITT Technical Institute Graduated July 2009)

Supported various clients listed below 2007 to 2021:

Network Administrator ATOS (On-Call: Temporary) Denver Metro Region July 2013-June 2014

●Data Migration and Computer Network System Support

Data Migration Analyst/Support Compu-Com IT Services (Temporary) Denver, CO January 2014 to March 2014

●Printer Network and Operating System Data Migration Technical Support

ID System Admin/Network Analyst Career Connection Inc. (Temporary) Boulder, CO May 2012-August 2012

●Active Directory and Network Administration Technical Support

Desktop Support: Network Administrator Lockheed Martin (Temporary) Louisville, CO December 2011-April 2012

●Network Administration and Application Systems Support

Printer Network Management Pitney Bowes (Part-Time-Temporary) Denver, CO Denver DTC, CO April 2011-November 2011

●Printer Network Management and Data Base Administration Technical Support

Web Admin- Technical Support State of CO-Colorado Creative Industries (Temporary) Denver, CO January 2011-March 2011

●Website and Database Administration Systems NOC Support

Bilingual Spanish: IT Help Desk Technician IBM (Temporary) Boulder, CO September 2009-February 2010

●Technical Support Operations and Active Directory assisted in Bilingual and Interpreter Support

Bilingual Help Desk: Web Portal Tech E-COLLEGE (Temporary) Denver, CO May 2010-August 2010

Bilingual and Interpreter Support applied skills in Database and Web Administration Systems Support

Bilingual Spanish : Web Editor-Computer Tech Longmont Library Part-Time Longmont, CO July 2007-December 2007

●Web Editor Software Systems and Database Administration applying Bilingual and Interpreter Support

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