Jacobo Rodriguez

• Configured hardware, devices, and software to set up work stations for employees.
• Managed hardware and software inventory, ensuring timely updates and replacements as needed.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Explained technical information in clear terms to promote better understanding for non-technical users.

• Performed upgrades, installing and configuring application software and computer hardware
• Performed troubleshooting and provided technical support to over 2,000 employees
• Point of contact for providing support to Tier 1 and Tier 2 for support towers
• Used Service Now to create, monitor, and close service calls.

• Performed on-site analysis, diagnosis, and resolution on POS, PC, Printers, Thin, Clients, APs, Servers, and Networking Equipment.
• Performed on-site hardware support.
• Performed desktop support on software issues
• Engage customer's technical ability and communicate with them in appropriate technical or non-technical language in non-condescending manner

• Maintained over 140 Xerox copiers
• Performed on-site diagnosis and resolution of tier 1 technical issues with Xerox Copiers.
• Updated and replaced outdated drivers and software for computers and office machines
• Maintained inventory and recorded preventive maintenance.

Helpdesk:

• Performed remote desktop support on software issues.
• Triage and document IT incident issues.
• Managed help desk ticketing system, including escalating, assigning, and
• Arrange service with software or hardware vendors to repair or replace defective products.

ISSS:

• Diagnose and resolve technical hardware and software issues.
• Removed malware, ransomware, and other threats from laptops and desktop systems
• Document efforts, issues, resolutions, and daily close cases/tickets.
• Configured hardware, devices, and software to set up workstations for employees.

• Installing and uninstalling software.
• Maintained over 100 lab computers and printers.
• Performed on-site hardware and software support.
• Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff