Luis Poma-Rodriguez
Bridgeport,CT
Summary
Detail-oriented Desktop Engineer with over 5 years of experience supporting enterprise environments and C-Suite users. Proven ability to manage high-pressure support requests, execute technical solutions efficiently, and maintain data integrity across large-scale infrastructures. Adept at cross-functional collaboration and tech stack optimization. Seeking to bring operational excellence to a hedge fund or finance-driven technical support environment.
Overview
13
13
years of professional experience
Work History
Desktop Engineer
Fairfield University
06.2024 - Current
- - Delivered Tier 2 support for faculty and executive staff, resolving advanced hardware/software issues across Windows and macOS systems.
- - Managed technology for classrooms, conference rooms, and high-stakes university events, ensuring system reliability and uptime.
- - Handled procurement and asset tracking for IT infrastructure, including lifecycle management and upgrade recommendations.
- - Spearheaded special projects including system audits and legacy device decommissioning.
Technical Support Engineer VIP Accounts
Datto, Inc.
03.2019 - 04.2023
- - Managed 15+ Managed Service Providers (MSPs) with monthly recurring revenue over $50K and a combined 800+ servers.
- - Delivered high-touch technical support to enterprise clients, ensuring fast resolution while providing long-term preventative guidance.
- - Reduced ticket volume by initiating documentation and workflow optimization for recurring technical issues.
- - Collaborated with engineering teams on internal tooling improvements and participated in CSAT optimization projects.
Genius Administrator
Apple
03.2017 - 03.2019
- - Handled logistics and technical coordination for 300+ active device repairs, maintaining 100% accuracy on inventory and SLA compliance.
- - Interfaced with business clients to support and troubleshoot Apple products in a professional setting.
- - Partnered with Apple Business Team to drive technical enablement for local companies.
Technical Support Specialist
Cablevision
10.2012 - 03.2013
- - Provided Tier 1 technical support across multiple platforms, including Windows, Mac OS, and VoIP services.
- - Led resolution of complex customer networking issues with a focus on minimizing downtime.
Education
Associate of Applied Science - Political Science
Southern Connecticut State University
New Haven, CTSkills
- Systems: Windows, macOS, Active Directory, JAMF
- Hardware: Workstations, Laptops, A/V Equipment, Network Devices
- Support Tools: ServiceNow, Jira, Remote Desktop, Kaseya, RMM tools
- Other: Data Backup & Recovery, Inventory Management, Tier 2 Escalations
Languages
Spanish Native/Bilingual
Timeline
Desktop Engineer
Fairfield University
06.2024 - Current
Technical Support Engineer VIP Accounts
Datto, Inc.
03.2019 - 04.2023
Genius Administrator
Apple
03.2017 - 03.2019
Technical Support Specialist
Cablevision
10.2012 - 03.2013
Associate of Applied Science - Political Science
Southern Connecticut State University
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