Adding/Removing specified software
Kevin Rodriguez
IT Specialist
Mililani Town,HI
Summary
- Results-oriented Information Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
- Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach.
- Enthusiastic IT support technician specializing in outstanding customer service with 4 years of experience in mobile business solutions. Background in helping businesses integrate budding technology into existing product selection. Expert in troubleshooting and finding long term solutions to user based issues.
Overview
3
3
Languages
1
1
Certification
1
1
year of post-secondary education
4
4
years of professional experience
Work History
IT Support Specialist
US Army
Schofield Barracks, HI
05.2017 - 06.2021
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using effective troubleshooting techniques.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Submitted service tickets for equipment maintenance requests.
- Provided on-call support for critical [Type] issues related to [Software] and [System].
- Installed, modified and repaired software and hardware to resolve technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Certificate - Massage Therapy, Anatomy
Central State Beauty And Wellness
Oklahoma City, OK 02.2016 - 01.2017
Certificate - Information Technology
US Army Advance Individual Training
Fort Gordon 08.2017 - 01.2018
Skills
Desktop support
Software diagnosis
Technical issues analysis
Customer service expert
Technical Support
Adobe and Adobe Flash
Windows 10
Application support
Accomplishments
- Increased number of resolved job tickets by 30 % over previous year.
- Trained and led technical support teams of more than 7 support specialists.
- Supervised team of 4 staff members.
- Resolved product issue through consumer testing.
- Collaborated with team of 15 in the development of 802.1X on 2 different types of systems and security levels.
- Documented and resolved Microsoft Teams which led to helping practice safe social distancing at the start of COVID-19.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Software
Keeping systems up to date
Excellent in areas of Microsoft (Word, Powerpoint, Excel, Etc)
Certification
Certified in Fiber Optics
Interests
Organization
Management
Projects
Timeline
Certified in Fiber Optics
08-2020
Certificate - Information Technology
US Army Advance Individual Training
08.2017 - 01.2018
IT Support Specialist
US Army
05.2017 - 06.2021
Certificate - Massage Therapy, Anatomy
Central State Beauty And Wellness
02.2016 - 01.2017