Angel Parran Rodriguez
Reston,VA
Summary
Active Top Secret - SCI Security Clearance w/ Polygraph
Overview
6
6
years of professional experience
1
1
Certification
Work History
O365 Customer Support Engineer
Insight Global
Reston, VA
10.2022 - Current
- Team Lead on the S+C component team
- Diagnosed complex client server issues and developed solutions on the AirGap Cloud Team
- Working with customers and internal teams to mitigate high priority outage situations
- Draft and share root-cause analyses for customer reported incidents
- Preformed Lockbox Request
- Escalated and re-produced problem to internal development sources to reach solution
- Presented case updates and the state of team projects to upper management
- Network troubleshooting using Browser tracing and Fiddler
- Lead customer calls to educate customers on the setup of M365 products
- Created detailed documentation regarding customer interactions and resolutions
- Tested software updates prior to releasing to customers
Ammunition Stock Control and Accounting Specialist
US Army Reserve
03.2020 - Current
- Accurately completed all paperwork and documentation related to receiving and transfer of ammunition
- Used Microsoft Excel to manage inventory of materials and ammunition supply stock
- Handled inspection, inventory and issuance of ammunition to teams of soldiers
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable
- Served as platoon guide
- Provide security protection
Desktop O&M Technician/Help Desk Technician
Tech USA
McLean, VA
10.2021 - 10.2022
- Worked with different ticketing systems to complete task including, ESP (Enterprise Service Platform), and ESMT
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality
- Monitored actions for a timely repair to meet the customer Service Level Target (SLT)
- Testing, repairing and deploying a wide variety of servers and workstations in support of a global telecommunications network
- Tasked to complete repairs for servers, workstations and associated peripheral devices
- Responsible for documenting actions in a Database Management System
O365 Service Engineer I
Orion Consortium
Redmond, WA
04.2021 - 10.2021
- Provided Tier 2 IT support to internal users through desk side support services on the MOSA/GC3 contract
- Used ticketing systems to manage and process support actions and requests
- Zip and Unzipping files from various network classifications
- Monitored systems in operation and quickly troubleshot errors
- Created ICM tickets, troubleshot and resolved desktop issues
- Uploaded certs, issued out cards to new onboarding employees
- Tested, debugged and repaired defective components
Hardware Technician
Cybercore Technologies
Fort Meade, MD
10.2019 - 02.2020
- Installed, services, and upgraded devices such as personal computers, thin-clients, network interface cards, phones, monitors, printers, telephones, printers
- Troubleshooting and solving technical issues related to end user equipment hardware and software
- Preformed duties on the telephony team assisting VOIP phone technical issues
- Assisted the networking team in monitoring Cisco switches and routers
- Performed duties in network closet to ensure network connectivity is back up and running.
- Use multiple ticketing systems including Jira to keep track of team projects
Access Control Specialist
OMNIPLEX
Fort Meade, MD
01.2018 - 09.2019
- Provide security protection and access control for all government property, classified material and personnel within assigned areas of responsibility to preclude unauthorized access, theft, or intentional destruction.
- Report/respond to unusual or emergency situations
- Prevent/report all violations of security and safety rules and regulations
- Maintain a working knowledge of all security and guard orders, written and oral, pertaining to the assigned duties
- Control ingress/egress into and/or out of posted/controlled/security areas
Education
Cumberland County High School
05.2017
Certification
- Network+ (IP)
Timeline
O365 Customer Support Engineer
Insight Global
10.2022 - Current
Desktop O&M Technician/Help Desk Technician
Tech USA
10.2021 - 10.2022
O365 Service Engineer I
Orion Consortium
04.2021 - 10.2021
Ammunition Stock Control and Accounting Specialist
US Army Reserve
03.2020 - Current
Hardware Technician
Cybercore Technologies
10.2019 - 02.2020
Access Control Specialist
OMNIPLEX
01.2018 - 09.2019
Cumberland County High School