IT Support Technician - macOS & Windows

Rogelio Martinez

Austin, TX 737-***-**** ********@*****.***

SUMMARY

• Skilled in problem solving and communication, with a consistent record of delivering high-quality support in fast-paced environments.

• Detail-oriented in troubleshooting Windows & macOS issues, performing system di- agnostics, and delivering high-quality end-user support.

• Experienced in managing IT inventory, migrations, and large-scale deployment pro- jects.

Professional Experience

Motiva-Austin, TX March 2025 to March 2026

IT Support Technician (Contractor)

• Handled user access across onboarding, role changes, and offboarding.

• Guided users on Microsoft 365 tools (Office, Teams, Outlook, SharePoint).

• Performed device lifecycle tasks, including setup and decommissioning.

• Troubleshot network issues across wired, wireless, and remote environments. Procore Technologies-Austin, TX May 2024 to October 2024 Tech Support Specialist (Contractor)

• Coordinated Okta onboarding by organizing users into groups and assigning applica- tion access and licenses.

• Troubleshot escalated Okta authentication issues, including MFA failures, account lockouts, and access errors.

• Assisted users with VM setup, configuration, and troubleshooting.

• Created and managed user accounts, groups, and permissions on macOS systems. Wunderman Thompson-Austin, TX September 2023 to April 2024 Senior Lead Technician (Contract)

• Created and managed user accounts, groups, and permissions on macOS systems

• Led macOS troubleshooting across hardware, OS, network, and application issues.

• Diagnosed and resolved DNS issues impacting connectivity and name resolution.

• Installed and maintained multiple guest operating systems (Windows, Linux) within virtualized environments.

Texas Historical Commission-Austin, TX March 2023 to July 2023 End-Point Technician (Contractor)

• Improved imaging and deployment of 100+ laptops for state employees using Mi- crosoft Autopilot.

• Oversaw Active Directory accounts and permissions in alignment with state compli- ance standards.

• Diagnosed VPN connectivity, authentication, and remote access issues.

• Assisted users with network issues across wired, wireless, and remote environments. Trinsic Technologies (MSP)-Austin, TX February 2022 to November 2022 Technical Support Engineer

• Managed multi-tenant workflows in ConnectWise, providing tailored technical solu- tions for diverse client environments.

• Conducted comprehensive asset audits to ensure hardware inventories and device status were 100% accurate.

• Troubleshot VPN connectivity, authentication, and remote access issues. eBay-Austin, TX October 2020 to October 2021

Senior IT Support Technician

• Led laptop imaging, configuration, and shipment of 150+ laptops and peripherals to support remote employees during COVID-19.

• Delivered remote support via TeamViewer, resolving deployment and setup issues for seamless user onboarding.

• Identified and resolved VPN connectivity issues for remote workers, including au- thentication failures and network timeouts.

Dell Technologies-Round Rock, TX January 2019 to September 2020 Senior Technical Support Specialist

• Support for Dell desktops, laptops, and peripherals via phone, chat, and remote tools.

• Troubleshot Windows OS, drivers, and applications to restore system functionality.

• Diagnosed hardware issues (HDD, RAM, battery, motherboard) and coordinated war- ranty replacements.

Education:

• Bachelor’s degree

Texas State University-San Marcos, TX

January 2004 to December 2006

Contact this candidate