Ed J Rodriguez
Austin,TX
Summary
Senior IT support specialist with over 20 years in enterprise desktop support and technical troubleshooting. Proven track record in managing complex escalated issues, maintaining SLA compliance, and implementing process improvements that enhance user satisfaction and operational efficiency across diverse IT environments.
Overview
19
19
years of professional experience
Work History
IT Support Analyst
Q2 Software
Austin, Texas
12.2025 - Current
- Supporting users onsite by troubleshooting connection, hardware or software issues in a corporate environment.
- Repaired, maintained, or reimaged PC/iOS laptops while resolving installation and upgrade challenges for users.
- Troubleshot software license and connection issues while managing competing tickets in ServiceNow and Jira.
- Managed asset inventory and installed office equipment for remote employees to ensure seamless setup.
- Performing system maintenance and Windows 11 updates and ABR request approvals.
End User Services Analyst
Informatica
Austin, Texas
10.2025 - 12.2025
- Providing technical remote support for enterprise users by troubleshooting OKTA, MDM, INTUNE or VDI or connection issues.
- Managed Active Directory, O365, VMware, Azure, VOIP, JAMF, and OKTA admin accounts, implementing secure access protocols.
- Maintained ServiceNow SLA through effective communication with users submitting troubleshooting tickets to ensure timely resolution.
- Troubleshooting A/V conference rooms with ZOOM, MS TEAMS and performing routine maintenance and Windows 11 upgrades on Azulle Devices.
Senior Support Associate Tier II VIP Support
Genpact
Austin, Texas
11.2023 - 09.2025
- Provided advanced technical support for over 110K enterprise users by troubleshooting Citrix, VDI, and mobile device issues, acting as the primary escalation point for complex IT problems.
- Administered systems including Service Now, Salesforce, Active Directory, O365, Absolute, VMware, AirWatch, VOIP, and OKTA; facilitated robust account management practices and secure access protocols.
- Configured and maintained MacBook software and resolved iOS installation and upgrade challenges, ensuring smooth operation of Mac environments.
- Documented processes and managed inventory of systems and software licenses, ensuring compliance and audit readiness while enhancing knowledge base.
- Collaborated with Diverse Lynx team on IT projects to streamline processes and improve overall project outcomes.
Escalation Support Specialist (L1-III)
NFP
Austin, Texas
03.2021 - 04.2023
- Delivered phone and online Help Desk support for 6,700+ enterprise users, triaging software, hardware, and network issues in alignment with best IT support practices.
- Administered remote IT support including Okta and MFA password resets, reinforcing secure user authentication and identity management.
- Troubleshot a variety of technical challenges including PCs, email systems, printers, and conferencing equipment (Cisco WebEx and Zoom Rooms), ensuring prompt resolution and user satisfaction.
- Coordinated administration of systems including Service Now, Email, Concur, O365 Exchange, VPN, and LogMeIn Rescue; facilitated resolution of escalated issues by bridging communication between technical teams and end-users.
- Communicated complex technical information effectively to both technical and non-technical staff, contributing to clear escalation resolutions.
- Installed and configured software and hardware for new and existing devices, ensuring timely deployment and seamless operational continuity.
- Compiled step-by-step resolution procedures for Service Now Knowledge Base to create Help Desk 'Survival Guide', improving team troubleshooting efficiency and resource accessibility.
Desktop Systems Specialist Tier III VIP
Sailpoint Technologies
Austin, Texas
12.2019 - 09.2020
- Supported VIP employees with internal or remote desktop systems issues in an enterprise environment of over 2100 users, ensuring timely resolution and minimal downtime.
- Installed, configured, upgraded, and tested new equipment, including MacBooks, PCs, desktops, and printers, to enhance user productivity and system performance.
- Administered new and existing systems and software, including Azure, ServiceNow, and Salesforce, to enhance system efficiency and boost user satisfaction.
- Documented processes and managed inventory of systems and software licenses in ServiceNow to ensure compliance and streamline operations.
- Facilitated clear communication via Slack and VOIP with technical and non-technical personnel to enhance understanding and collaboration.
Desktop Systems Specialist Tier II
National Instruments
Austin, Texas
03.2019 - 11.2019
- Resolved desktop and laptop-related issues for over 4000 users, significantly improving system uptime and user productivity in an enterprise environment.
- Applied strong knowledge of Windows OS to troubleshoot and resolve user issues, enhancing system reliability.
- Leveraged advanced knowledge of AD, DHCP, DNS, Domain, workgroup, Group policies, and MS O365 to optimize network performance and user access.
- Troubleshot LAN and WAN connectivity issues using Cisco WebEx Control Hub, maintaining seamless user access.
- Installed, configured, tested, and troubleshot user hardware using LogMeIn Remote Support, enhancing system reliability.
- Resolved desktop and laptop system issues through service desk tickets in HP Service Manager, improving response time.
- Supported Cisco WebEx, Microsoft Teams, and Zoom conference rooms, ensuring seamless communication and collaboration.
- Managed operations at Apex Systems.
Global IT Support T2
Diebold Nixdorf
Austin, TX
09.2016 - 01.2019
- Resolved hardware repairs, networking, and connectivity issues, and installed software updates for desktop and laptop systems, ensuring seamless operation of Microsoft Office applications in an enterprise environment.
- Provided customer service to local and remote desktop users for over 500 employees, enhancing user satisfaction and productivity.
- Logged and managed calls in the HP/SRM ticket management queue, efficiently closing out assigned or newly created tickets to maintain workflow continuity.
- Administered Active Directory, VNC, RDP, SCCM Deployment, and McAfee Antivirus and Encryption ePolicy, ensuring secure and efficient IT operations.
- Managed cellular devices on Verizon portal and configured mobile email support on iOS and Android devices, enhancing employee communication and connectivity.
- Resolved RSA token and MFA authentication issues using ServiceNow, strengthening user access security and operational efficiency.
- Managed asset inventory and reconciled CIO billing invoices for Wincor Austin organization, ensuring accurate financial records and effective resource allocation.
Logistics/Tier 2 SOM Specialist
Google Inc.
Austin, Texas
03.2013 - 08.2016
- Supported installation and troubleshooting of Nest Cams, Nest Thermostats, and Nest Protect wiring, improving device reliability and enhancing customer satisfaction.
- Provided technical assistance to Mac/PC-based users worldwide, resolving networking issues in call center environments, which enhanced productivity and user satisfaction.
- Assisted with software installs, upgrades, and troubleshooting on OSx and Windows OS, ensuring seamless user experience and system functionality.
- Added new problem calls within Salesforce and logged issues within JIRA, ensuring accurate tracking and timely resolution of technical issues.
- We are updating information using Google Workspace or updating issues and placing tickets within Jira for supporting teams to look into.
- Collaborated with NEST/TrueSource Labs on technical projects, contributing to successful project outcomes.
IT Consultant/Help Desk Technician
LCRA
Austin, Texas
11.2008 - 01.2010
- Performed advanced hardware, software, and peripheral setups, installations, migrations, and configurations, improving network efficiency in a LAN/WAN enterprise environment with over 300 users on Mac OSX and Windows.
- Provided helpdesk assistance with Windows XP/2000 and MS Office (2007/2010), MAC/PC apps, supporting user productivity and minimizing downtime.
- Logged help desk calls, took ownership, and worked with customers to resolve issues promptly using IBM Service Desk ticketing software, improving customer satisfaction.
- Updated and maintained installation and guide documentation, resolved VoIP and Blackberry issues, enhancing service and email reliability.
Wireless Multimedia Support T1 Agent
Apple Inc.
Austin, Texas
11.2007 - 06.2008
- Diagnosed and resolved networking issues remotely with wireless products, improving connectivity and user satisfaction.
- Delivered tailored technical solutions for Mac- and PC users globally, utilizing TeamViewer and MS Teams to ensure effective customer service interactions in a call center.
- Created and managed tickets in AppleCare IT ticketing software to facilitate resolution of user-reported issues through phone support.
Education
High School Diploma -
Lane Techical Clollege Prep
Chicago, IL06-1999
Skills
- Service Desk Tools
- IT Help Desk Experience
- Incident Management
- ServiceNow ticketing
- Remote desktop support
- Troubleshooting
- Network troubleshooting
- Active Directory
- Microsoft Operating Systems (Windows 10/11)
- Windows Server
- Microsoft SCCM & O365 products
- Mobile Device Management
- MS Intune
- Jamf
- IOS
- Networking
- Endpoint Security
- Device Tracking Solutions
- AV Equipment Setup
- Software installation
- Systems configuration
- TeamViewer
- Outlook
- OneDrive
- Zoom and MS Teams
- SLACK
- Remote Support Tools
- Cisco WebEx Control Hub Admin
- Remote Support Tools
- CompTIA Network Certification
- Problem solving
- Documentation Practices
- User Training Sessions
- Effective communication
- Team Collaboration
- Time management
- Computer skills
- IT asset management
- ServiceNow ticketing
- Problem solving
- Documentation Practices
- Team Collaboration
- Effective communication
- Time management
- Computer skills
- Troubleshooting
References
Available upon Request.
Skills
Mac OSX, Microsoft Operating Systems (Windows 10/11), iOS, Networking, Service Now, HP Service Manager, IBM Service Manager, Jira, Jamf, MS Intune, SLACK, MS Teams, ZOOM, RingCentral, Cisco WebEx Control Hub Admin, Zoom and MS Teams, Conference Room support, Outlook, Google Workspace, TeamViewer, LogMeIn Remote, OneDrive, light PowerShell Scripting, A+ Certified, Microsoft SCCM & O365 products, Dropbox Admin, Active Directory, MFA Administration, OKTA, Microsoft Server, AirWatch, Absolute, Networking, Mobile Device Management, EDR Administration, IT Help Desk Experience, Training End-users & Providing VIP white glove support
Timeline
IT Support Analyst
Q2 Software
12.2025 - Current
End User Services Analyst
Informatica
10.2025 - 12.2025
Senior Support Associate Tier II VIP Support
Genpact
11.2023 - 09.2025
Escalation Support Specialist (L1-III)
NFP
03.2021 - 04.2023
Desktop Systems Specialist Tier III VIP
Sailpoint Technologies
12.2019 - 09.2020
Desktop Systems Specialist Tier II
National Instruments
03.2019 - 11.2019
Global IT Support T2
Diebold Nixdorf
09.2016 - 01.2019
Logistics/Tier 2 SOM Specialist
Google Inc.
03.2013 - 08.2016
IT Consultant/Help Desk Technician
LCRA
11.2008 - 01.2010
Wireless Multimedia Support T1 Agent
Apple Inc.
11.2007 - 06.2008
High School Diploma -
Lane Techical Clollege Prep