John Rodriguez

-Provide first-tier technical support for end-users, diagnosing hardware, software, and network issues via phone, email, and remote desktop tools.

- Resolve 85% of user issues on the first contact through effective troubleshooting and knowledge of various operating systems and applications.

- Educate customers on system usage, troubleshooting steps, and preventive measures to reduce the recurrence of issues.

- Collaborate with internal teams to escalate and resolve complex issues within the SLA framework.

- Document incidents, resolution steps, and customer interactions in the company's ticketing system.

-Handled an average of 50+ tickets daily, ranging from software installations, connectivity issues, and hardware malfunctions.

- Assisted in the installation, configuration, and maintenance of workstations, including operating system updates, application installations, and hardware setups.

- Provided clear and concise instructions to non-technical users to troubleshoot and resolve issues independently.

- Managed user account creation, password resets, and access control on various platforms (Active Directory, Office 365, etc.).

- Worked closely with senior IT staff on large-scale projects, such as system rollouts, network upgrades, and data migrations.

- Delivered high-quality technical support to customers by resolving inquiries related to product issues, connectivity problems, and software bugs.

- Troubleshot and resolved internet connectivity issues for end-users, including router configurations and ISP diagnostics.

- Maintained detailed logs of customer interactions, problems, and corrective actions using ticketing software.

- Played a key role in reducing ticket resolution time by 20%, through the creation of troubleshooting guides and training materials.

- Provided post-resolution follow-ups to ensure customer satisfaction and prevent future technical difficulties.