Support Associate Technology

JOSEPH RODRIGUEZ

*** ********* **., *** *******, Texas 78214 · 210-***-****

********@*****.***

OBJECTIVE

Looking for long-term employment in Computer Support and contributing to the growth of a company. I am a team player and have a professional attitude to reach the highest level of quality work.

Summary of Qualifications

Basic technical knowledge and troubleshooting skills with PC hardware and software

Windows 10 and Office 365 applications; Word, P.P., Excel

Incident management tools and software packages,

Customer Service

Bomgar to remote into other computers

Communicating with customers

Researching resolutions

Business Skype, Slack, Cisco Jabber

Citrix experience

Ticketing and ServiceNow experience

Time Management

Certifications

A+ – 07/18/2010 / TV8892FJJCFEQZMF / Administrated by CompTIA

Network + certified - 07/25/2010 / VYCJ172B2GF41HB9 / Administrated by CompTIA

Work Experience

Capital Group / Randstad 8/2021 – 11/2024

Technology Service Desk Support

As a Technology Support Associate, I provide desktop support for several business units within Capital Group. The role of Technology Support Associate Level II I also provide 1st and 2nd level support both in a remote manner and to those business units located in the Los Angeles office, Canada, India, UK. As a Technology Support Associate I installed, configure, troubleshoot using data centric methodologies, maintain, and support technology and office systems, and assist with the automation of tasks. Additionally, I keep abreast of new technologies and work with other teams to implement new hardware and software into our environment.

USAA / Tryfacta 04/2020 – 7/2021

Computer System Analyst

Research the hardware and software that are part of an organization’s computer systems in addition to the ways in which the systems are being used. As well, they need to analyze the work being done by an organization to identify the ways in which it best can be served by a computer system. Working for an insurance company with some experience with and knowledge of the insurance industry. Possess certain soft skills to be effective at their tasks. Understand clients' or colleagues' needs. Strong verbal communication skills make it easier to convey information effectively. Read manuals and technical reports to keep up with advances and implement modern technology that meets employers’ or clients’ needs. Produce written reports of recommendations.

SPECTRUM 1900 Blue Crest Ln, S.A., Tx 78247 03/21/2015 – 12/19/ 2019

Video Repair Representative - Customer Self Install

Building relationships and turning the knowledge gain in training into customer service wins. Video Repair Representatives make a real difference to customers and the company, providing over-the-phone video support and repair services that keep people connected. Using advanced diagnostic tools to help address technical inquiries, get services running smoothly, and talking customers with steps you can make together. Any issue calls for extra attention, bring in additional internal support and field technicians to get things back on track. Understanding the products and your customers’ sense of urgency will help you create a satisfying customer experience.

VMC / APPLE 3300 Sidney Brooks S.A., Tx 78235 10/17/2012 – 03/21/2015

Tier1 / Tier 2 Technical Support

Starting as a Tier 1 with substantial experience in problem analysis and solving software issues, excelling at a fast pace with critical thinking in active problem-solving. An initiative-taking, positive thinker embraces challenges professionally managing clients and end-users. On 17th of March 2014, I was promoted to Tier 2 Senior Tech, resolving issues, and probing with Apple devices. Removing software and installing new software. Triage II collaborating with development staff to create a resolution. Testing progressively, and timely manner, completing multiple simultaneous duties and unique projects on time.

9TH BN (QM), 95TH REGT, 1ST BDE 9QM0, 94TH DIV (FS) 12/15/2012

225 E. ARMY POST ROAD, BUILDING 100

DES MOINES, IA 50315-5889

Military Training Instructor

As a Military instructor, I am a former and current soldier, recognized with skills enough in my profession to teach new and veteran service members. As a Non-Commissioned Officer, I bring invaluable experience and knowledge to the learning process. I train service members the basics of refueling on the ground vehicles, in the air with aviation, Railhead Tankers, and at Sea with ships. The daily duty cycle might begin well before dawn, sometimes ending 15 hours later or more.

4th Sustainment Command Expeditionary (Military U.S. Army) 09/27/2009 – 12/15/ 2010

1920 HarryWurzbach Hwy

San Antonio, TX 78209

Computer Specialists with the responsibility of maintenance. Processing troubleshooting military computer systems and operations. Installs operates, and performs, Technical Support - Troubleshoot software problems, test, repair or replace necessary parts, networking, complete system setup including OS, email, and mapping them to auto archive to the central server. PC Technician/Support - Providing all necessary and routine computer maintenance, set up a network with all business computers, virus removal, software / hardware upgrades. Custom built computers, data recovery, and network security set up.

U.S. ARMY, 181ST TRANSPORTATION BATTALION 12/ 2004 – 3/ 2006

Mannheim, Germany/ Iraq Tour

Ft McCoy, Green Bay, Wisconsin 54656

Administrative Assistance Transportation Operations

I was working long hours, making sure to get the mission accomplished, saving the government over $500,000 by recovering containers that were costing the government extra every day past the contract agreement with the contractor. Assigned as an Administrative Assistance, one of my jobs was being responsible as the liaison for an Aircraft maintenance pad project, monitoring staff-hours for eight workers, being a safety officer with zero accidents in a hostile environment. This project cost the U.S. government over $700.000.

EDUCATION

THE INSTRUCTOR CERTIFICATION COURSE, U.S. ARMY QUARTERMASTER SCHOOL 04/ 2015 - 12/ 2017

Petroleum supply specialist operated airplane refueling systems, planned and transported petroleum, operated various equipment, knowledgeable in safety regulations and proper handling procedures and testing for oil and fuels.

COMPUTER SUPPORT SPECIALIST, Palo Alto College 01/2012 – 12/ 2014

Analyzing, troubleshooting, and evaluating computer problems. Provide help and advice to computer users and organizations. Support computer networks or provide technical assistance directly to computer users. Achieved Associates of Applied Science Degree.

Academics, Palo Alto College 01/2010 – 12/ 2012

1400 Villaret

San Antonio, TX 78224-2499

Algebra, English II, History GPA 3.2

Harlandale High school, High School Equivalency Diploma 08/ 1976 - 12/ 1980

114 E. Gerald

San Antonio, Tx 78214

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