Pablo Rodriguez
Austin,TX
Summary
Dedicated and results-driven IT professional with over 8 years in providing technical support and ensuring superior customer service in fast-paced environments. Seeking a IT Administrator role to leverage my skills in hardware and software troubleshooting, teamwork, and continuous learning to contribute to the success of an innovative organization
Overview
16
16
years of professional experience
1
1
Certification
Work History
Jr System Help Desk
Public Employees Credit Union
Austin, TX
10.2021 - Current
- Addressed and resolved hardware, software, and network-related issues with a focus on critical thinking and problem-solving skills
- Utilized tools such as Automate, ManageEngine, and Active Directory in a virtual environment to configure end-user systems comprehensively
- Ensured seamless user experiences and maintained system integrity through effective configuration management
- Demonstrated expertise in diagnosing technical problems, identifying root causes, and implementing effective solutions
- Responded promptly to end-user inquiries, offering clear and concise instructions to resolve issues
- Documented solutions using Service Plus to maintain accurate records, ensuring efficient issue resolution and high levels of end-user satisfaction
- Worked closely with the IT director and network administrator on various assignments
- Assisted in onboarding new users and computers, contributing to the expansion of the organization's IT capabilities
- Executed and monitored daily system backups, ensuring data security and business continuity.
Product Support Technician
Home Depot
Austin, TX
10.2018 - Current
- Achieved a 4 star customer satisfaction feedback rating through proactive follow-up calls to ensure that customer issues were fully resolved
- Successfully resolved a complex customer issue by asking targeted questions and providing a solution that improved their experience, resulting in positive feedback
- Collaborated with cross-functional teams to resolve a critical system outage, reducing downtime and minimizing the impact on store operations
- Diagnosed and troubleshooted Home Depot desktop PCs, tablets, cash tender modules, mobile phones, scan guns, and printers
- Utilized CyberArk and SCCM end-to-end tools to reduce password reset times by 30% and improve overall system security
- Implemented a new documentation process via ServiceNow that reduced resolution times and improved knowledge sharing among team members
- Completed advanced training courses in Cisco, Linux+ & Cloud+ through in-house Home Depot classes, obtaining Percipio SoftSkill certifications
- Collaborated with Cisco and AT&T to resolve a critical server and port switch issue within first call resolution, minimizing downtime and preventing revenue loss
- Successfully conveyed complex technical information to non-technical stakeholders, enabling them to make informed decisions and prioritize critical issues
- Coordinated with engineering teams to resolve incidents within agreed-upon service level agreements, maintaining a 95% on-time incident resolution rate
- Utilized SSH commands to efficiently restart critical services, minimizing service disruptions and improving server reliability.
E-commerce / IT Support
Thrift Center
Austin, TX
01.2017 - 10.2018
- Managed the successful conversion and configuration of a Windows-based environment to a Linux OS, optimizing system efficiency and security
- Oversaw the implementation and configuration of new point-of-sale software and hardware for two retail locations, ensuring seamless operations and customer transactions
- Responded promptly to user requests and concerns, actively participating in cross-functional teams to implement solutions that addressed business needs and enhanced productivity
- Stayed up-to-date with evolving technology trends to provide superior customer service, remaining a valuable resource for technical advancements and best practices.
Premise Technician
AT&T
AUSTIN, TX
07.2015 - 05.2016
- Installed and configured routers and gateways to provide IP television, VOIP, and Internet services at customer sites, ensuring seamless connectivity and service delivery
- Resolved customer issues in a clear, courteous, and straightforward manner via phone, email, or in-person interactions, consistently achieving high customer satisfaction ratings
- Maintained high departmental standards for quality and productivity metrics, consistently meeting or exceeding performance targets
- Collaborated closely with team members to meet or exceed all customer service requirements, fostering a cooperative and results-driven work environment.
System Administrator/Owner
Capitol POS
AUSTIN, NV
01.2008 - 01.2016
- Installed point-of-sale software for restaurants in the Austin area, ensuring seamless operations and efficient customer transactions
- Maintained a 24/7 technical support service via remote assistance, phone support, or in-person visits, resolving issues promptly and minimizing downtime
- Developed basic scripts to automate workstations and servers, streamlining daily operations and improving overall efficiency
- Trained both internal and off-site users in repairing and resolving recurring technical issues, contributing to enhanced user self-sufficiency
- Conducted product demonstrations for potential customers, effectively showcasing the capabilities of the software and influencing purchase decisions
Education
Associate of Applied Science - Network Administrator
Austin Community College
Austin, TXAssociate of Applied Science - Network Administration
ITT Technical Institute
Austin, TXHigh school diploma -
Stephen F Austin High School
Skills
- Customer Service
- Analytical and Critical Thinking
- Written and Verbal Communication
- Research
- Help Desk Support
- Microsoft Windows Operating System
- Linux Operating System
- System Administration
- Team Work
- Hardware and Software Repair
- Call Triaging
- Problem-Solving Aptitude
- Teamwork and Collaboration
- Software Updates
- Self Motivation
- Active Listening
- Problem-Solving Abilities
- Root Cause Analysis
- Trend Analysis
- Troubleshooting and Diagnosis
- Hardware and Software Installation
- System Integration
- Technical Reporting
- Remote Support
- Software Configuration
- Incident Management
- Software Installation
Certification
- Comptia Network +
- HDI Desktop Advanced Support Technician (HDI-DAST)
Languages
Spanish
Native/ Bilingual
Timeline
Jr System Help Desk
Public Employees Credit Union
10.2021 - Current
Product Support Technician
Home Depot
10.2018 - Current
E-commerce / IT Support
Thrift Center
01.2017 - 10.2018
Premise Technician
AT&T
07.2015 - 05.2016
System Administrator/Owner
Capitol POS
01.2008 - 01.2016
Associate of Applied Science - Network Administrator
Austin Community College
Associate of Applied Science - Network Administration
ITT Technical Institute
High school diploma -
Stephen F Austin High School
- Comptia Network +
- HDI Desktop Advanced Support Technician (HDI-DAST)
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