Andy Rodriguez
Auburndale,FL
Summary
Adept at driving user satisfaction and efficiency, I leveraged my problem-solving and technical troubleshooting skills at Orange County Government to optimize software/hardware solutions and streamline deployment processes. Skilled in system administration and user training, my work significantly enhanced operational productivity and user experience.
Overview
11
11
years of professional experience
Work History
Systems Support Analyst
Orange County Government
04.2022 - Current
- Optimized user experience by providing timely and accurate solutions to software and hardware issues.
- Developed detailed documentation for support processes, ensuring consistency in issue resolution procedures.
- Managed multiple high-priority tasks simultaneously while maintaining a professional demeanor under pressure.
- Maintain and manage Microsoft Deployment Toolkit (MDT) by updating system configurations, integrating new drivers, and developing custom deployment images and applications.
- Develop PowerShell scripts for automating registry fixes, remote file transfers, application installations, and SCCM/MDT deployment tasks.
- Administer SCCM by creating and deploying applications, managing security patches, and pushing application fixes to targeted containers.
- Implement PagerDuty integration with ServiceNow, including documentation creation and end-user training.
- Provide end-user support for enterprise applications, troubleshooting issues, and delivering training to improve user efficiency.
- Manage Group Policies (GPOs) by creating and modifying user and computer policies to align with organizational security and performance needs.
- Collaborated in Windows 11 upgrade initiatives, performing in-place upgrades and creating fresh installation images in MDT for streamlined deployment.
Helpdesk Support
Apex Systems
11.2018 - 04.2023
- Streamlined helpdesk support processes, resulting in faster response times for end-users experiencing technical difficulties.
- Improved end-user satisfaction with timely resolution of technical problems through helpdesk support.
- Provided Level 2 technical support to customers, leveraging prior technical education and troubleshooting expertise.
- Collaborated with other IT teams to escalate and resolve critical technical problems efficiently.
- Quickly adapted to existing IT systems and efficiently learned new ticketing systems as they were introduced.
Warehouse Worker
C.E.D
04.2017 - 04.2019
- Fulfilled customer orders by accurately picking and packing products, including spools of electrical wiring, to meet order specifications.
- Processed shipments and maintained inventory records using warehouse management software.
- Ensured timely and professional deliveries to customers, maintaining excellent service standards.
- Maintained a high level of attention to detail to prevent errors in order fulfillment and inventory tracking.
- Upheld safety standards and demonstrated strong physical stamina to support efficient warehouse operations.
Technical Support
Ellucian
01.2017 - 04.2017
- Provided timely and effective technical support to clients, including universities and colleges, for issues related to student portals.
- Diagnosed and resolved technical problems using problem-solving and communication skills to ensure seamless user experiences.
- Assisted clients through phone, email, and chat support, offering clear and concise guidance on troubleshooting steps.
- Followed up with clients to ensure complete issue resolution and maintained detailed support records.
- Maintained a high level of attention to detail while working under pressure to deliver high-quality service.
- Contributed to customer satisfaction and retention by providing professional and efficient technical assistance.
Project Manager
Simplified Financial Information
03.2014 - 12.2016
- Led cross-functional projects from ideation to implementation, ensuring adherence to timelines, budgets, and quality standards.
- Utilized project management skills to plan, coordinate, and execute initiatives while mitigating risks and optimizing efficiency.
- Created and managed technical documentation, including software application guides, user manuals, and technical specifications.
- Collaborated with cross-functional teams to align project goals with business and client needs.
- Applied analytical skills and attention to detail to drive project success and improve documentation accuracy.
- Ensured client satisfaction by delivering high-quality projects that met market data requirements.
Education
Bachelor of Science - Computer Programming
University of The People
09-2027
Skills
- Remote support
- Software installation
- Incident management
- Application support
- User training
- Scripting languages
- System administration
- Configuration management
- Operating systems
- Problem-solving
- Technical troubleshooting
- Hardware maintenance
Languages
Spanish
Professional Working
Timeline
Systems Support Analyst
Orange County Government
04.2022 - Current
Helpdesk Support
Apex Systems
11.2018 - 04.2023
Warehouse Worker
C.E.D
04.2017 - 04.2019
Technical Support
Ellucian
01.2017 - 04.2017
Project Manager
Simplified Financial Information
03.2014 - 12.2016
Bachelor of Science - Computer Programming
University of The People
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