Rogelio Martinez
Tech Support Specialist
Austin,TX
Summary
IT support specialist with more than 5 years of experience in front-line support and system administration.
Overview
18
18
years of professional experience
Work History
IT Desktop Support Technician
Motiva Austin
02.2025 - Current
- Deployed laptops via Autopilot/Intune, onboarding 30 users (Jan–Mar)
- Install and configure applications across Windows and macOS
- Fix remote access issues (VPN, MFA, cloud apps)
- Install and configure printers (drivers, network/local setup)
- Maintain accurate asset inventory
Tech Support Specialist
Procore Technologies
05.2024 - 10.2024
- Administer Okta (user lifecycle, app access, MFA, SSO) and support onboarding/offboarding
- Manage macOS (Jamf) and Windows (Intune) devices
- Manage and update incident and service request tickets in Jira
- Manage user access, roles, and licensing for Microsoft Teams
- Manage distribution lists and group access in Google Admin
Senior Lead Technician
Wunderman Thompson
09.2023 - 04.2024
- Served as Tier 2 escalation point for onsite and remote support requests.
- Performed imaging, deployment, and break/fix for Mac and Windows devices.
- Managed Active Directory user accounts, profiles, and permissions.
- Supported mobile device management and application installations.
- Assisted in cloud infrastructure and network transition projects.
- Maintained high customer satisfaction while meeting tight deadlines.
End-Point Technician Contractor
Texas Historical Commission
03.2023 - 07.2023
- Imaged and deployed 100+ new laptops for state employees.
- Maintained user accounts, groups, and permissions in Active Directory.
- Set up and configured end-user devices including desktops, laptops, monitors, and printers.
- Troubleshot technical issues related to Ring Central services, including audio/video quality and connectivity problems.
- Handled login issues, password resets, and access management through Active Directory.
Technical Support Engineer
Trinsic Technologies (MSP)
02.2022 - 09.2022
- Provided Tier 2 troubleshooting and resolved hardware and application issues.
- Provided remote technical support for users across multiple locations
- Maintained accurate asset management and inventory documentation.
Desktop Support Analyst (Contractor)
National Western Life Insurance
04.2021 - 10.2021
- Provide desktop support for devices and resolve network, VPN, and SharePoint issues
- Diagnosed and repaired audio and video equipment.
- Enhanced user satisfaction through timely issue resolution.
Senior Desktop Support Technician (Contract)
eBay
10.2020 - 03.2021
- Image and ship laptops for remote employees while managing Tier 1/2 tickets in ServiceNow. Troubleshoot Office 365, VPN, Teams, and Zoom access issues, and identify PC hardware faults with component replacements as needed.
- Spearheaded imaging and deployment of laptops during COVID-19.
- Resolved technical issues promptly, enhancing remote work efficiency.
- Streamlined ticket resolution process in ServiceNow.
- Conducted hardware diagnostics and repairs, ensuring optimal performance.
Senior Technical Support Specialist
Dell Technologies
01.2019 - 09.2020
- Delivered remote and onsite support while participating in on-call rotations. Configured network switches, routers, and firewalls to enhance performance and security. Developed user guides and assessed new technology solutions for IT enhancements.
- Streamlined support processes, improving response times by 15%.
- Enhanced network security, reducing vulnerabilities by 20%.
- Facilitated training sessions for users, increasing technology adoption rates.
Teacher / Tech Coach
Austin Independent School District
09.2008 - 12.2018
- Installed and maintained audio/video technology across the district. Configured and troubleshot PC hardware for school-owned devices. Championed technology integration in teaching and provided technical training to faculty and staff.
- Enhanced audio/video systems for improved classroom engagement.
- Streamlined hardware setup processes, increasing efficiency by 20%.
- Delivered technology training sessions, boosting faculty tech proficiency.
Education
Bachelor's degree - Political Science
Texas State University
San Marcos, TX12.2006
Skills
Remote support
Active Directory management
Printer and peripheral support
Software installation
Ticketing system proficiency
Technical support expertise
User account management
Hardware troubleshooting
Application support
Remote desktop support
Root-cause analysis
Mobile device support
Asset management
Additional Information
Authorized to work in the US for any employer
Timeline
IT Desktop Support Technician
Motiva Austin
02.2025 - Current
Tech Support Specialist
Procore Technologies
05.2024 - 10.2024
Senior Lead Technician
Wunderman Thompson
09.2023 - 04.2024
End-Point Technician Contractor
Texas Historical Commission
03.2023 - 07.2023
Technical Support Engineer
Trinsic Technologies (MSP)
02.2022 - 09.2022
Desktop Support Analyst (Contractor)
National Western Life Insurance
04.2021 - 10.2021
Senior Desktop Support Technician (Contract)
eBay
10.2020 - 03.2021
Senior Technical Support Specialist
Dell Technologies
01.2019 - 09.2020
Teacher / Tech Coach
Austin Independent School District
09.2008 - 12.2018
Bachelor's degree - Political Science
Texas State University