Rodger Smith
WEST VALLEY CITY
Summary
Experienced IT professional with over 8 years of expertise in Windows administration, desktop support, and network troubleshooting. Adept at managing Active Directory, supporting enterprise environments with over 500 devices, and ensuring system compliance with industry standards. Strong problem-solving abilities and exceptional customer service skills, with a proven track record of resolving technical issues efficiently. Skilled in maintaining hardware and software systems, performing root cause analysis, and supporting third-party applications. Looking to contribute technical expertise to a dynamic team as a PC Network Support Technician.
Overview
10
10
years of professional experience
Work History
Field Representative II
bioMerieux
07.2024 - Current
- Provided technical support for printing solutions across the organization, ensuring efficient operation of printers and copiers, reducing downtime and repair costs
- Managed device inventories, ensuring timely replacements and troubleshooting issues
- Delivered exceptional customer service and support, ensuring seamless operation of print environments
Pesticide Applicator
Loveland Landscaping
04.2023 - 07.2024
- [Briefly describe any technical support or relevant activities you did in this role related to IT or hardware]
Major Incident Management Coordinator
eBay
06.2021 - 12.2022
- Coordinated the resolution of major incidents, ensuring communication between cross-functional teams and stakeholders
- Led root cause analysis and worked with problem management teams to identify and mitigate recurring issues
- Provided Tier 2 support for Azure and Active Directory, including troubleshooting and resolving desktop-related issues
- Ensured clear and concise documentation for incident tracking and problem resolution
Voice Provisioning Analyst
Goldman Sachs
03.2020 - 06.2021
- Provisioned voice-related accounts and technologies, including Cisco phone systems, related programming, and user configuration
- Automated data entry and provisioning processes using VBA in Microsoft Office and proprietary systems, streamlining workflows and improving efficiency
- Utilized strong communication skills to liaise with internal and external stakeholders, providing timely technical support and resolving issues
Desktop Support Technician
Discover Financial Services
03.2018 - 03.2020
- Delivered end-user support for desktop systems, hardware setup, and AV troubleshooting
- Provided Tier 1 and 2 troubleshooting support for Windows OS, Active Directory, and Office 365 applications
- Awarded Employee of the Month for exceptional performance in meeting SLA expectations and providing superior customer service
- Worked as part of a rapid-response team, maintaining clear documentation and ensuring the timely resolution of support tickets
- Ensured system uptime by performing hardware repairs, installations, and providing proactive support to minimize downtime
Business Analyst
American Express
01.2016 - 01.2018
- Coordinated business operations with a team handling level 2 tech support for web and mobile applications
- Investigated and resolved system errors in banking platforms, ensuring accurate mobile check deposits and batch file deliveries
- Orchestrated communication between multiple departments to ensure seamless enterprise-wide collaboration
- Worked with automation and marketing teams to determine development and support needs, enhancing the efficiency of operations
- Delivered exemplary customer and end-user support, ensuring issues were resolved in a timely and professional manner
IT Help Desk Technician
Extra Space Storage
08.2015 - 12.2015
- Played a key role in a major acquisition project by managing support tickets involving Active Directory, domain network setup/troubleshooting, and Windows operations
- Assembled over 30 computers daily for remote site acquisitions, ensuring hardware was set up correctly and efficiently
- Provided on-site desktop support, assisting users with access gate software, keypads, and other IT-related issues
- Coordinated with vendors, site teams, and corporate personnel to ensure smooth operations during the acquisition process
Education
High School - General Studies
Hunter High School
Skills
- Windows PC Repair
- Deskside Support
- Remote Support
- Active Directory
- Azure
- Mac Support
- Linux Support
- ITIL 4
- Microsoft Office Suite
- GSuite Apps
- Salesforce
- ServiceNow
- Network Troubleshooting
- TCP/IP
- DNS
- DHCP
- VDI
- Virtual Desktop Infrastructure
Timeline
Field Representative II
bioMerieux
07.2024 - Current
Pesticide Applicator
Loveland Landscaping
04.2023 - 07.2024
Major Incident Management Coordinator
eBay
06.2021 - 12.2022
Voice Provisioning Analyst
Goldman Sachs
03.2020 - 06.2021
Desktop Support Technician
Discover Financial Services
03.2018 - 03.2020
Business Analyst
American Express
01.2016 - 01.2018
IT Help Desk Technician
Extra Space Storage
08.2015 - 12.2015
High School - General Studies
Hunter High School
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