Rosnel Cenord

Provided 24x7 enterprise-level technical support for internal users across multiple business units.

• Tracked incidents and service requests in ServiceNow, ensuring timely resolution of user issues.
• Triage Level I tickets to resolve hardware, software, and network connectivity issues.
• Delivered remote desktop support for Windows OS and Microsoft Office applications.
• Managed Active Directory accounts, including password resets and access control updates.
• Monitored enterprise systems during off-hours to quickly identify and address equipment failures and performance errors.
• Troubleshot printer and peripheral hardware issues, adhering to SLA requirements to maintain service quality.
• Conducted network mapping and access provisioning while ensuring security controls.

• Managed installations and repairs of IT equipment and software, including computers, printers, and terminals across multiple facilities.
• Traveled to various locations for routine maintenance, hardware setups, and to deliver ongoing end-user support, enhancing user experience.
• Assisted new hires in establishing workstations and reconfigured existing setups to align with operational requirements.
• Resolved technical requests for facility computer systems while monitoring network systems for VLAN configurations and ensuring proper patch panel cabling.
• Led IT projects by managing teams in deployment and configuration of network devices for seamless integration.
• Oversaw security infrastructure for over 800 devices, ensuring compliance with networking specifications.

• Triaged and dispatched 25+ taxi bookings daily, enhancing service efficiency.
• Monitored fleet of 10 vehicles, ensuring detailed and accurate service logs.
• Identified optimal traffic routes, reducing response time by 13%.
• Communicated with taxi drivers over 2-way radio to assist with inquiries regarding emergency procedures.