ORLANDO RODRIGUEZ
Oxford
Summary
Driven IT professional with a strong academic foundation and over 5 years of experience in IT support, network operations, and technical consulting. Eager to contribute to by leveraging technical depth, leadership skills, and customer focus. Skilled in cross-functional collaboration, stakeholder management, and delivering customer-first solutions. Recognized for excellent communication, adaptability, and ability to thrive in fast-paced, high-stakes environments.
Overview
6
6
years of professional experience
Work History
Bilingual Help Desk Support Tier III
FEMA
01.2023 - Current
- Provided technical support for over 100+ federal end-users daily, resolving advanced issues related to system performance, secure access, and application errors across Windows, macOS, and mobile platforms.
- Delivered bilingual (English/Spanish) assistance, ensuring clear communication and resolution for diverse federal personnel across multiple agencies and time zones.
- Diagnosed and remediated escalated security and compliance issues in coordination with local developers and cybersecurity teams, maintaining adherence to strict federal IT protocols (FISMA,NIST).
IT Support Analyst & Network Operations Engineer
Motion Industries
01.2022 - 01.2023
- Led O365 enterprise migration; streamlined onboarding and documentation processes, resulting in
- Provided Tier-3 support for complex network and system escalations; achieved 99% uptime across services.
- Delivered 98% first-call resolution while managing over 50+ daily support interactions.
- Optimized network configurations and IP provisioning, enabling 99% day-one readiness for new hires.
- Utilized ServiceNow for logging, tracking, and escalating support tickets, ensuring SLA compliance and transparency.
Lead Tech Consultant
Target Corporation
01.2019 - 01.2022
- Diagnosed and resolved enterprise-level hardware/software/network issues across multiple platforms.
- Streamlined employee onboarding by creating documentation and training modules, reducing ramp-up time by 70%.
- Configured devices and operating systems including iOS, Android, and Windows tablets.
- Delivered bilingual (Spanish/English) technical support, increasing satisfaction and resolution quality by 86%.
Education
Bachelor of Science - Computer Science
Jacksonville State University
Skills
- IT Infrastructure & Enterprise Support
- Network Architecture & Operations (DNS, DHCP, TCP/IP)
- Information Security & Access Management
- O365 Administration & Azure Integration
- VMware, Virtualization & Cloud Platforms
- Java & Python Development
- Advanced Debugging & Troubleshooting
- Agile, Scrum, & DevOps Tools
Timeline
Bilingual Help Desk Support Tier III
FEMA
01.2023 - Current
IT Support Analyst & Network Operations Engineer
Motion Industries
01.2022 - 01.2023
Lead Tech Consultant
Target Corporation
01.2019 - 01.2022
Bachelor of Science - Computer Science
Jacksonville State University
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