Summary
Overview
Work History
Education
Skills
Strengths
Certification
Timeline
Generic
Mario A Rocha

Mario A Rocha

Plano,TX

Summary

Experienced IT manager with a proven track record overseeing technology deployment and maintenance. Skilled in instructing and leading IT staff members to support hardware, software, and networking infrastructure. Collaborates closely with executives to determine and implement tech needs, while effectively managing technology strategy, training, and documentation.

Overview

19
19
years of professional experience
1
1
Certification

Work History

IS/IT Manager Executive Support

Children's Health
07.2021 - Current
  • Lead IT support operations for the CEO and executive support staff, ensuring reliable and secure technology services in a high-impact pediatric healthcare environment. Report directly to the Chief Information Officer (CIO).
  • Manage a team of IT professionals who provide direct support to the Senior Leadership Team (SLT) and their support staff, with a strong focus on customer service, professionalism, and responsiveness.
  • Oversee performance metrics, ticketing systems, timekeeping, and daily logistics to maintain consistent service levels and meet departmental goals.
  • Foster a culture of trust, accountability, and patient data privacy by enforcing HIPAA-compliant practices and security protocols.
  • Guide the team in troubleshooting and maintaining enterprise systems including secure messaging platforms, mobile device management (MDM), EHR access, and video conferencing solutions.
  • Collaborate with clinical and administrative departments to align technology services with hospital-wide initiatives, ensuring IT solutions support patient care and operational efficiency.
  • Lead efforts to continuously improve service delivery through data-driven insights, process optimization, and staff development.
  • Champion user satisfaction by promoting clear communication, empathetic support, and timely resolution of technical issues.

Intermediate Systems Analyst

Children's Health
05.2015 - 07.2021
  • Serve as the primary IT support liaison for executive leadership, including the CEO and Senior Leadership Team (SLT), delivering high-quality, responsive technical assistance in a fast-paced pediatric healthcare environment.
  • Provide end-to-end support for both on-site and remote users spread across the city, ensuring seamless connectivity, secure access, and uninterrupted workflow regardless of location.
  • Troubleshoot and resolve issues involving hardware, software, EHR systems, secure messaging platforms, mobile devices, video conferencing tools, and VPN connectivity.
  • Configure, maintain, and deploy executive-level devices (laptops, tablets, smartphones, peripherals), ensuring compliance with hospital security protocols and HIPAA regulations.
  • Prioritize customer service by offering patient, respectful, and efficient support with a focus on trust, data privacy, and maintaining operational continuity for high-level stakeholders.
  • Coordinate with various departments to assess technology needs, recommend secure and efficient solutions, and support system rollouts and upgrades.
  • Utilize the hospital’s ticketing system to document technical issues, resolutions, and patterns, contributing to process improvements and enhanced user experience.
  • Support remote workers with tools such as VPN, remote desktop applications, and mobile device management (MDM) to ensure consistent and secure access to hospital resources.
  • Provide training, onboarding, and technical guidance to executive users and support staff to foster technology adoption and self-sufficiency.

Desktop Support Engineer

Children's Health
01.2012 - 04.2014
  • Provide Level 1 and 2 technical support for desktops, laptops, printers, mobile devices, and software used throughout the hospital.
  • Respond to helpdesk tickets and service requests promptly, ensuring minimal disruption to patient care.
  • Set up, configure, and deploy workstations and other endpoint devices for new hires and existing staff.
  • Maintain and support hardware and software systems used in clinical areas, ensuring compliance with healthcare regulations and security protocols (HIPAA, etc.).
  • Troubleshoot and resolve issues related to Windows OS, Microsoft Office, EMR/EHR systems (e.g., Epic or Cerner), and hospital-specific applications.
  • Coordinate with clinical engineering when IT intersects with medical devices and ensure proper escalation protocols are followed.
  • Collaborate with other IT teams to support system upgrades, patching, and routine maintenance.
  • Document all work performed in the ticketing system and maintain accurate asset records.
  • Educate and guide users on best practices for secure computing and hospital IT policies.
  • Provide after-hours support as needed, including on-call rotations.

Tier 3 Technical Support Representative

Research In Motion, RIM
08.2011 - 01.2012
  • Delivered high-level technical support for BlackBerry products, serving as a Tier III escalation point for complex issues involving BlackBerry handhelds, desktop software, BlackBerry Internet Service (BIS), and BlackBerry Enterprise Server (BES).
  • Provided exceptional customer service to enterprise clients, service provider carriers, and direct users across Latin America and Spain. Supported customers in Spanish, English, and basic Portuguese, demonstrating cultural awareness and clear communication to ensure a seamless support experience.
  • Managed an inbound priority-based queue to respond to time-sensitive inquiries via phone and email, resolving approximately 95% of all customer cases independently and efficiently.
  • Built and maintained test lab environments to replicate client issues and validate solutions within the BlackBerry Enterprise Server ecosystem.
  • Performed in-depth troubleshooting and root cause analysis, gathering detailed technical information and providing step-by-step resolutions tailored to each customer’s environment.
  • Maintained accurate documentation of all troubleshooting, installations, device configurations, and system interactions in accordance with internal knowledge management standards.
  • Regularly utilized internal and external knowledge bases, as well as collaborative tools, to expedite problem resolution and maintain consistency in support delivery.
  • Coordinated with cross-functional teams for timely escalations, ensuring rapid issue resolution and customer satisfaction.
  • Mentored and supported new hires through coaching, shadowing, and onboarding assistance, contributing to a stronger, more knowledgeable support team.

Desktop Support - Contractor Children's Health

Just Technical Associates
03.2006 - 08.2011
  • Served as the primary point of contact for all internal desktop support issues, providing timely and effective troubleshooting to clinical and administrative staff in a fast-paced pediatric healthcare environment.
  • Acted as a liaison between IT and clinical departments to coordinate and resolve hardware and software issues, ensuring minimal disruption to patient care and operations.
  • Provided hands-on support for desktops, laptops, servers, LAN connectivity, printers, and standard corporate and healthcare applications.
  • Built and deployed desktop systems from the ground up, including software imaging, hardware configuration, and testing for functionality and performance.
  • Assisted users with setup and troubleshooting of new software, medical applications, and hardware peripherals.
  • Monitored system performance, performed emergency and scheduled maintenance, and supported daily operational processes such as backup routines and batch jobs.
  • Maintained shell and terminal service accounts across various IT systems to support secure access and system administration tasks.
  • Participated in the deployment and updating of antivirus software, ensuring all endpoints remained protected in compliance with IT security policies.
  • Supported and executed a large-scale migration from Windows NT to Windows XP Pro across over 500 desktops, minimizing downtime and ensuring user data retention.
  • Provided 24x7 on-call support for after-hours critical outages, demonstrating commitment to operational continuity and rapid response during high-priority incidents.

Education

Bachelor of Science - Cyber And Data Security

University of Arizona Global Campus
Online
11-2025

A.A.S. - Computer Networking Systems Technology

Remington College
Garland, TX
01.2002

Skills

  • IT asset management
  • Network administration
  • Technical troubleshooting
  • Team development
  • Application support
  • Technical support oversight
  • Technical leadership
  • User support
  • Interpersonal skills
  • Reliability
  • Problem-solving abilities
  • Time management

Strengths

Fluent in English and Spanish.
Self-starter, quick learner, and enjoy operating in a challenging and very fast paced environment.
Excellent customer service skills.
Excellent communication and verbal skills.
Enjoy developing and implementing new ideas and techniques.
Proficient troubleshooter and problem solver.
Excellent time management and organizational skills.

Certification


Leadership & Executive Development


  • Rising Latino Leadership Program, SMU Cox School of Business – October 2022
    Completed a leadership development program focused on empowering Latino professionals to strengthen their leadership capabilities and expand their professional networks.
  • Leading with Strategy Program, SMU Cox School of Business – April 2025
    Engaged in an intensive program designed to enhance strategic thinking, decision-making, and leadership skills to drive organizational success.!

Timeline

IS/IT Manager Executive Support

Children's Health
07.2021 - Current

Intermediate Systems Analyst

Children's Health
05.2015 - 07.2021

Desktop Support Engineer

Children's Health
01.2012 - 04.2014

Tier 3 Technical Support Representative

Research In Motion, RIM
08.2011 - 01.2012

Desktop Support - Contractor Children's Health

Just Technical Associates
03.2006 - 08.2011

Bachelor of Science - Cyber And Data Security

University of Arizona Global Campus

A.A.S. - Computer Networking Systems Technology

Remington College

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Mario A Rocha