IT Support Specialist with Networking Expertise
Resume:
Milagros Rodriguez
Greater Dallas Area
http://www.linkedin.com/in/millie-rodriguez
*********@***.***
PROFESSIONAL SUMMARY
Knowledgeable regarding troubleshooting, Windows /MacOperating Systems, networking and network security
Innovative problem solver with a commitment to achieve and exceed goals set forth by customers and administration
Fluent in English and Spanish
Experience working with personal computer hardware, software, systems, local area networks and terminology
Organizational and problem-solving skills. Ability to operate computer peripherals including monitors, printers and scanners. PC hardware and operating Systems. Network troubleshooting, Wireless Network Administration, sub netting and IP Addressing, Wired and wireless security Service, OSI Model, TCP/IP, Ethernet, LAN, WAN, internetworking and basic telecommunications technologies, Simple network design and implementation, Hands-on skills in router and switch configurations
Hands-on skills in installing, maintaining and managing desktop/client and server operating systems (e.g., Microsoft and Linux)
Hands-on skills in Cisco AnyConnect VPN and Cisco Meraki
Identifying Methods to Install Understand Windows updates, Reimaging and software installation, Setup and maintain Active Directory and Group Policy, Selecting Server Hardware
Comparing Physical Servers and Understand server virtualization, Installing Windows Server 2008 R2
Understanding of Server Roles, Understanding security layers, operating system security, network security and security software, Virtual Servers and remote access, Windows Servers, TeamViewer, LogMeIn and Bomgar for remote access, Strong communication skills, maturity to work independently, ability to analyse situations and develop solutions to problems in a timely manner, excellent organization and prioritization of daily tasks and projects
Team player with positive attitude, Ability to deal with interruptions while maintaining progress toward completing tasks, maintain a positive / professional attitude in hectic / adverse situations or environment
PROFESSIONAL EXPERIENCE
Cognizant Technology (Toyota HQ) Jan 2024 to Current
Field Services L2
Provide support for on call escalations and doing root cause analysis of given issue
Independently resolve tickets within agreed SLA of ticket volume and time
Ensure positive customer experience through First Call Resolution and minimum rejected resolutions or Reopen cases
Install, configure, upgrade, maintain and support desktop systems based on customer service requests
Develop preventive maintenance procedures to avoid system failures
Set user access rights and permissions and create VPN accounts for users, maintain servers, computers printers, and other software and hardware peripherals
Take regular back-ups of server files and maintain disaster recovery operations
Troubleshoot technical issues and escalate complex problems to appropriate support teams for resolutions
Perform repairs and replacements of software and hardware peripheral
Provide job trainings to new hires as needed
Provide assistance to other Administrators when requested
Perform failure analysis and determine corrective action plans
Plan and execute allotted work within deadlines and maintain records of daily tasks
Oversee inventory management of software and hardware components
Maintain accurate documentations for system installations, configurations, upgrades and disaster recovery activities.
Install antivirus software and oversee software license renewals
DFW AirPort AHQ (Short-Term Project) April 2023 to Oct 2023
ITS Customer Service Rep
Daily maintains on ALL Walk-up equipment, hardware and software, displays and kiosk
First line of in-person hands-on technical trouble shooting “Walk-Up Desk”
New hire laptop image, assignment and deployment
Secure, maintain and service ALL loaner equipment for all solutions
Sole and Only- Apple Business Manager and InTune Admin
Order and Configure, assign and deployed all iPad request “New and or replacements”
Assist all users and staff with All ITS issues and request
Update and Allowed Access to ITS Training room
Create, update, close and assign tickets in Remedy SalesForce
Assign and renew software access licenses
DXC Technology Feb 2020 to Feb 2021
Senior Assistant Customer Support
Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
Answer 50 - 75 Calls via AWS and SNow ticketing system, chat and emails.
Assist user with Windows login device compliance in network sign on.
Direct and instruct on workflow request for network and share Drive access and all creation or modification.
O365 migration and activation of all Microsoft Suites.
VMware, RDP and authentication support for remote users.
Pulse secure, SDO, Duo, MobilePass and Safenet account maintenance.
Active directory account maintenance for users and devices.
SCCM software pushes and granting temporary admin rights using Uplifter and SmartAid for software install
Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions
Assist in new process implementation.
Robert Half Technology May 2018 to Feb 2020
Independent Contractor
Windows 10 migration projects
Network and User Support
Mass OS imaging/reimaging for large equipment rentals, conventions, events, etc.
Emergency on-site troubleshooting and Tier 3 assisted rescue and recovery
Printer and MFP deployment, setup, and configuration
Tech Mahindra, LTD July 2019 to Oct 2019
Help Desk Analyst
Help users resolve issues with computer hardware or software
Respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users.
Answer all inbound help desk calls, identify and forward escalating issues
Make detail notes of all calls and communication with end users for all team members in ServiceNow
Assisted with system access, password resets (AD) and software downloads and upgrade
Update and follow-up with all open tickets in ServiceNow
Follow guide line in clients SLA commitment
Merit America (Java Development Program) May 2019 to Dec 2019
Web Fundamentals (Coding Dojo): including HTML, CSS, JavaScript, and SQL
Java Development (Coding Dojo): including Java on the Web, Spring, Spring Security, and Data Structures
Design Patterns certificate (Coursera / University of Alberta): including structural patterns, creational patterns, behavioral patterns, and model-view-controller
Testing with Agile certificate (Coursera / University of Virginia): including designing experiments, testing features, test driven design, usability tests, and continuous delivery
Microservices certificate (Coursera / IBM): including Microservice communication, architecture, and deployment
Cavco Industries, INC – Protiviti (Short-Term Project) Feb 2019 to March 2019
DSS Engineer
Assisted in Disaster recovery effort for client with an emergency IT Security situation
Executing scripts, decrypting data and restoring the network.
Used Barracuda for email protection on the network
Configure and create new rules in exchange and Office 365
PC Imaging and new hire deployment
Install printer and map printer and drives to all PC
Adding new users to Active Directory using OU’s and PW resets
Update Microsoft Suites and installing new network connectivity drives
Escalated proprietary software and application issues
Dickey's Barbecue Pit - Home Office (Short-Term Project) May 2018 to June 2018
Desktop Support
Responded to incoming telephone calls and emails in a courteous, professional manner while building rapport and seeking problem details from users.
Distribute/ respond and update service tickets
Used Aloha and Dickey's system for button and menu changes on end-user POS and website
TCP/IP address configurations
Set up wireless printers (some remote in)
Windows installations/ Install software for admin systems
Provided one-on-one end-user problem resolution over the phone and chat for software application support and POS software
Cisco Meraki for connectivity (firewall, printers and router)
Kofile Conversion Services Inc. (Short-Term Project) Nov 2017 to Feb 2018
Systems Implementation Specialist/Desktop and Application support specialist
Worked directly with County Clerks and identified, diagnosed, and resolved problems for users of the personal computer software, hardware, enterprise network, the Internet and new computer technology, and communicated solutions to end-users
Provided one-on-one end-user problem resolution over the phone and chat for software application support and Personal Computer (PC) software
Collaborated with other staff members to understand and implement processes, procedures and requirements to meet client needs
Responded to incoming telephone calls and emails in a courteous, professional manner while building rapport and seeking problem details from users.
Recreated and tested any reported issues from County Clerks on test environment and creating SOP’s, to train staff, colleagues and clients
Recorded and tracked pertinent end user identification information, and steps taken to resolve issues
Contributed to IT process improvement initiatives by participating in IT projects as requested
Ensured that vitals and property records will properly index and recorded
Desktop Support Over saw system upgrades, implementation projects etc. to meet client needs.
Assisted in new hire training of material, system applications and department process
Santander (Short-Term Project) Aug 2017 to Nov 2017
DSS Engineer
Monitor support ticket & move tracking queue
BIOS update and Boot configuration
Changing computer naming convention
Add users to Active Directory groups, Exchange 2013, CrashPlan and ePO
Windows 7 reimage and instillation from SCCM on all desktops and laptops
Record, track, and document service desk solutions
Install McAfeee Drive Encryption and running full virus scan on devices
Install and test Cisco AnyConnect for VPN connection/communication
Sunset Pointe Jan 2015 to Oct 2016
Technical IT Help Desk Support
Supported all desktop functions
Assisted with both on and off-site set-up, installation debugging, tracking and maintenance of all hardware and software
Assisted with ordering hardware and supplies and maintaining adequate quantities for handling maintenance and new installations
Monitored support ticket queue
Recorded, tracked, and documented service desk solutions
Tracked/monitored equipment issued and document assets accordingly
Troubleshot Outlook issues (Password Resets, Account Creation, etc.)
Performed maintenance on desktops
IT Consultant (EMR Epic) Nov 2012 to Jan 2015
Independent Contractor
Identified technical issues, reported and analysis of workflow needs and concerns to the command center
Assisted with EPIC Go-Live support for Hospitals and Clinics across the country
Relayed technical information between medical staff and IT Department
Provided training to the Physicians and Nursing staff in Patient Management, Order Entry, Preference List, creating Smart Phrases and links
Assisted Physicians, Nurses and Medical Assistant staff in EMR day-to-day operations
Monitored individualized adaptation and needs for software use
EDUCATION
MyComputerCareer,
InformationTechnology Training Program - Graduated March 2016
Merit America
Java Development Program May 2019 to Dec 2019
Certifications Obtained: MTA Networking, MTA Security, CompTIA Server+
Credentials Obtained: CompTIA A+, CompTIA Network, CCENT, MCP Window, Epic EMR
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