ISRAEL RODRIGUEZ
New York,NY
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
16
16
years of professional experience
Work History
IT Support Specialist
ZRS Management
11.2021 - Current
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted in development of system security protocols.
- Configured hardware, devices, and software to set up work stations for employees.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
Service Desk / ADPE Tech
Five Rivers
02.2019 - 11.2021
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Remedy: Proficiency in using Remedy for incident tracking and management.
- ServiceNow: Familiarity with ServiceNow for IT service management and incident reporting.
- Baseline Imaging: Experience with baseline imaging processes for configuring and deploying system images.
- ATCTS (Army Training and Certification Tracking System): Knowledge of ATCTS for tracking training and certification records
- Operating Systems: Proficiency in Windows, macOS, and potentially Linux operating systems for troubleshooting and configuration.
- Software Support: Ability to install, configure, and troubleshoot software applications, including productivity suites, antivirus software, and specialized law enforcement software.
- Networking: Basic networking knowledge to diagnose connectivity issues, configure routers, and manage network resources.
- Active Directory: Understanding of Active Directory for managing user accounts, permissions, and group policies.
- Backup and Recovery: Experience in data backup and recovery processes to safeguard critical law enforcement data.
- Hardware Maintenance: Ability to perform hardware maintenance and repair, including memory upgrades, hard drive replacements, and equipment cleaning.
- Security Awareness: Knowledge of cybersecurity best practices to maintain a secure IT environment.
IT Support Specialist (ITSS)
Connect Search, LLC
06.2018 - 02.2019
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Communicated with clients to verify roots and causes of computer problems.
- As the Global IT Service Desk Manager, played a pivotal role in architecting and maintaining a world-class global service desk offering.
- Developed and maintained service desk policies, procedures, and best practices to uphold high-quality service standards.
IT Security Officer
Puerto Rico Police Department
08.2015 - 04.2018
- Developed and executed comprehensive IT security policies and procedures, protecting sensitive law enforcement data.
- Responded to and managed security incidents, conducting digital forensics and collaborating with external agencies as necessary.
- Implemented robust access controls, encryption protocols, and firewall rules to safeguard the integrity of the department's network.
Communications Specialist
Police Department, PR San Juan
09.2012 - 07.2015
- Led the emergency dispatch center upgrade, ensuring seamless integration of new technology and improved response times.
- Conducted regular system tests and drills to verify the reliability of communication systems during critical incidents.
- Prepared, and tested, all tactical, radio, and transmitters, such as ,TPCAST, Radio equipment, for SRT teams.
- Provided technical support to dispatchers and officers during critical incidents, troubleshooting communication issues in real-time.
IT Support Technician
Police Department, Puerto Rico, San Juan
01.2008 - 09.2012
- Offered technical assistance to department employees, resolving hardware and software issues, and providing helpdesk support.
- Installed, configured, and maintained computer systems, ensuring optimal performance.
- Assisted in the migration to a new records management system, supporting data transfer and user training.
- Maintained an inventory of IT assets, tracking hardware and software licenses to ensure compliance.
- Collaborated with the IT team to implement backup and disaster recovery procedures to protect critical data.
Education
Bachelor of Science (B.S - Criminal Justice
Metropolitan University
Associate of Science (B.S - Police Science
Metropolitan University
Skills
- Leadership Skills
- Adaptability
- Attention to Detail
- Time Management
- Problem-Solving
- Active Directory
- Incident Management / Response
- Remedy / Service Now
- Software Diagnosis
- Software Installation
- Microsoft Office Specialist (MOS) Expert
- Access Issue Resolution
- Application Support
- Systems Analysis
Timeline
IT Support Specialist
ZRS Management
11.2021 - Current
Service Desk / ADPE Tech
Five Rivers
02.2019 - 11.2021
IT Support Specialist (ITSS)
Connect Search, LLC
06.2018 - 02.2019
IT Security Officer
Puerto Rico Police Department
08.2015 - 04.2018
Communications Specialist
Police Department, PR San Juan
09.2012 - 07.2015
IT Support Technician
Police Department, Puerto Rico, San Juan
01.2008 - 09.2012
Bachelor of Science (B.S - Criminal Justice
Metropolitan University
Associate of Science (B.S - Police Science
Metropolitan University
Similar Profiles
Reva GoldenReva Golden
Assistant Property Manager at ZRS ManagementAssistant Property Manager at ZRS Management
Giovanna Jean-PierreGiovanna Jean-Pierre
Assistant Property Manager at ZRS ManagementAssistant Property Manager at ZRS Management
Trellani SmithTrellani Smith
Assistant Property Manager at ZRS ManagementAssistant Property Manager at ZRS Management
Se-Ann BastillaSe-Ann Bastilla
Assistant Property Manager at ZRS ManagementAssistant Property Manager at ZRS Management
Joyce JohnsonJoyce Johnson
Office Aide at The Alex House ProjectOffice Aide at The Alex House Project