Christian Rodriguez

• Broke down and evaluated user problems, using personal expertise and probing questions.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Provided on-call support for critical issues related to Software and hardware.
• Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
• Use Intune for MDM devices and Bitlocker.
• Use BigFix to see information of someone computer like there IP address, network drives, or software they using. Also use it to push software for users.
• Supported remote employees by setting up virtual desktop environments and providing necessary access to company resources, ensuring seamless integration into the workplace. Through VMware and vSphere.
• Work with Tier 1 with troubleshooting step to help them with the user. Also do training with Tier 1 so they have better understand and more knowledge technology we used.
• Make documents to the team for things that we don't normally handle and also in case if this issue happen again.

• Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
• Configured hardware, devices and software to set up work stations for employees.
• Obtained and evaluated information about new systems, peripherals and software technology.
• Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Manage computer in active directory to right container and manage the user name.
• Manage cell phone through Airwatch mdm.
• Work in Mcafee EPO for encryption for computer and to use it in case VPN it not compliance to antivirus.

• Walked user through series of steps to determine problem and implement likely solution.
• Logged activities in tracking system to maintain accurate, timely records.
• Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
• Use safenet authentication client to set up user two factor token so they can access VPN.

• Worked as a team member to provide the highest level of service to customers.
• Shared product knowledge with customers so they can understanding device more.
• Responsible of taking phone call from customer that have issue with their computer, printer, or router.

Devised innovative strategies to improve customer satisfaction scores and meet company goals.

• Responsible for handling people account inquiries, accurately providing information to ensure resolution of product/service complaints and ensure satisfaction.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Applied basic sales strategy to engage customers and present solutions to suit individual needs.