Andy Rodriguez
S EL MONTE,CA
Summary
Dynamic and results-oriented professional with a robust skill set in Microsoft 365 applications, hardware configuration, network management, and IT service delivery. Proficient in optimizing office productivity and collaboration through adept utilization of Word, Excel, PowerPoint, Outlook, and Teams. Demonstrated expertise in installing, configuring, and maintaining computer hardware, as well as managing network devices to ensure optimal connectivity and security. Skilled in diagnosing and resolving hardware, software, and network issues systematically. Experienced in leveraging ServiceNow for IT service management and configuring Okta for identity and access management. Currently serving as the First Point of Contact, proficiently managing customer inquiries via phone and email, excelling in remote troubleshooting, and guiding users through effective problem-solving processes. Proven ability to escalate unresolved issues, maintain meticulous records, and deliver precise information on IT products and services, fostering enhanced customer satisfaction and organizational efficiency.
Overview
3
3
years of professional experience
Work History
Service Desk Analyst
DecisionOne
06.2021 - Current
- First Point of Contact: Served as the primary point of contact for customers seeking technical assistance, efficiently handling queries through phone and email, ensuring timely and effective communication.
- Remote Troubleshooting: Performed remote troubleshooting utilizing diagnostic techniques and asking pertinent questions to ascertain the nature of technical issues faced by customers.
- Solution Determination: Assessed customer-reported issues and determined the most appropriate solutions based on the details provided, leveraging an extensive understanding of IT products and services.
- Customer Guidance: Guided customers step-by-step through the problem-solving process, providing clear instructions and explanations, enabling customers to resolve issues or improve their understanding of the product or service.
- Escalation of Issues: Directed unresolved issues to the next level of support personnel, ensuring comprehensive documentation and communication of the problem for seamless escalation.
- Recording and Documentation: Meticulously recorded events, problems, and resolutions in logs to maintain an organized and detailed history of support cases, which can be used for future reference, trend analysis, and improving support services.
- Ticket Queue Management: Proficiently managed various ticket queues, ensuring prompt resolution of customer inquiries and technical issues. Prioritized tickets based on urgency and impact, maintaining a balance between phone and email communication channels.
- Information Provision: Provided customers with accurate and relevant information on IT products or services, ensuring that they are well-informed to make decisions or understand solutions.
Field Technician
LA County Election Project
04.2021 - 04.2021
- Conducted rigorous testing of electronic voting equipment to ensure optimal functionality and reliability.
- Prepared heavy equipment containers for delivery, ensuring efficient staging and organization.
- Managed inventory and relocation of voting equipment and Vote Center supplies, maintaining meticulous records.
- Assisted in the smooth delivery and pickup of voting equipment at Vote Centers, contributing to the seamless electoral process.
- Played a key role in the delivery of spare equipment and supplies to Vote Centers, ensuring readiness for any unforeseen issues.
- Regularly drove personal vehicles on assigned routes to each Vote Center, meticulously verifying the proper functioning of all equipment.
- Collaborated in the delivery, connection, and testing of voting equipment at Vote Centers, contributing to the successful setup of voting infrastructure.
- Applied troubleshooting skills to address issues with voting equipment at Vote Centers, ensuring uninterrupted voting operations.
Education
Associate of Science - Computer Informatiion System
Rio Hondo College
Whittier, CA06.2025
Skills
- Desktop support
- Data backup and retrieval
- Remote access technology
- Technical issues analysis
- Data entry
- Bug tracking
- Customer service
- G-Suite
- Laptop Servicing
- Decision-Making
- Application support
- Problem-Solving
Relevant Skills
- Microsoft 365
- Computer Hardware
- Network Hardware
- Troubleshooting
- Security Procedures
- Communication skills
- Active Directory
- Service now
- Customer services
- Server Setup
Timeline
Service Desk Analyst
DecisionOne
06.2021 - Current
Field Technician
LA County Election Project
04.2021 - 04.2021
Associate of Science - Computer Informatiion System
Rio Hondo College
Similar Profiles
Clyde FultzClyde Fultz
Computer Repair Specialist at DecisionOneComputer Repair Specialist at DecisionOne
DAIANA ALVARADO, CCC-SLPDAIANA ALVARADO, CCC-SLP
Clinical Fellow, Speech-Language Pathologist at Cross Country Education- Montebello Unified School DistrictClinical Fellow, Speech-Language Pathologist at Cross Country Education- Montebello Unified School District
Diego Limon GarciaDiego Limon Garcia
Electrical Apprentice at Illume ElectricElectrical Apprentice at Illume Electric