Senior IT Support & Security Engineer

Daniel Rodriguez

Cedar Hill, TX 214-***-**** *******@*****.***

SUMMARY

Senior IT support and security engineer with extensive experience ensuring reliable desktop and server operations, administering Active Directory, Windows Server, Exchange and Microsoft 365. Skilled in troubleshooting VPN connectivity and firewall configurations (Juniper vSRX, FortiGate, Vyatta) and managing ServiceNow tickets. Proven ability to lead helpdesk teams, develop technical documentation and streamline workstation imaging and deployment. KEY SKILLS

• Systems & Networking: Active Directory, Group Policy, DNS, DHCP, VPN, Remote Desktop, ipconfig, Trace Route, Remote Access Utilities, Diagnostic Utilities, SCCM, ServiceNow

• Platforms & Operating Systems: Windows Server 2003–2019, Windows 10/11, Linux/UNIX, AIX

• Security & Backup: Juniper vSRX, Vyatta 5600, FortiGate, Virus/malware Removal Tools, File Backup Configuration

• Applications & Productivity Tools: Microsoft Office/Outlook, Microsoft Office 365, Teams, Citrix, SQL, Exchange Administration

• Hardware & Infrastructure: Computer Hardware - Desktops, Laptops, Mobile Devices, Hardware Installation, Software Installation And Upgrades

• IT Service Management & Methodologies: ITIL Principles And Processes, Customer Service Orientation CERTIFICATIONS

• CompTIA A+, CompTIA Network+, IBM AIX Administration, HP & Xerox Printer Hardware, Juniper vSRX Configuration and Administration, Vyatta 5600 Troubleshooting and Configuration, Microsoft Certified Systems Engineer (in progress), Cisco CCNA (in progress), Linux Administration (in progress) WORK EXPERIENCE

IBM Security Support Engineer Aug 2016 - Oct 2024

• Provided remote customer support via phone, Teams, and Webex using remote access utilities for firewall and VPN connectivity issues.

• Used ServiceNow in an ITIL-driven environment to document incidents, track progress, and perform ticket lifecycle management.

• Guided users through troubleshooting steps for SSL VPN clients, using ipconfig and trace route to identify connectivity issues.

• Assisted with basic firewall configuration questions and escalated complex routing or policy issues to senior network engineering teams.

• Coordinated with cross-functional teams to ensure timely ticket resolution and customer satisfaction orientation. Net2Source / Genpact IT Support Specialist May 2025 - Sep 2025

• Managed ServiceNow tickets and provided desk-side and remote troubleshooting, applying diagnostic utilities and ipconfig to resolve issues.

• Performed imaging, deployment, and hardware installation for end-user laptops, including software installation and upgrades.

• Resolved HP multifunction printer connectivity and driver issues. IKO Industries (via Cybercoders) Security Support Engineer Oct 2024 - Apr 2025

• Supported enterprise endpoint and network connectivity issues.

• Deployed laptops with standard corporate configurations.

• Assisted users with printer access issues and Microsoft Teams support.

• Handled Workday Administration tasks including user account updates and access provisioning. Crescent Medical Center Lead IT Administrator May 2015 - Nov 2015

• Administered Windows Server and Active Directory environments.

• Supported Group Policy, Exchange 2013, and desk-side troubleshooting. Polypore / Daramic IT Analyst Apr 2011 - Mar 2013

• Provided workstation, laptop, and network support in enterprise manufacturing environments.

• Managed system imaging and deployments using SCCM, improving standardization and rollout efficiency.

• Customized HP Thin Clients using PowerShell and batch scripting.

• Administered Active Directory accounts, security groups, and shared resources.

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