Summary
Overview
Work History
Education
Skills
References
Timeline
CustomerServiceRepresentative

William Eric Rodriguez

Houston,TX

Summary

To work in an environment which optimally utilizes my interpersonal skills coupled with my diverse technical abilities acquired through years of experience in the IT field. My ideal position fosters my ambition for progressive technical development and professional growth. Detail-oriented support professional with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Overview

21
21
years of professional experience

Work History

IT Support and Infrastructure Administration

Richdale Corp
03.2022 - 04.2024
  • Support Hybrid Windows Azure Environment
  • Yardi Real Estate software support
  • Onsite Repairs, and Break Fix for properties in Houston, Omaha, Minneapolis, and Iowa
  • Support Multi-Function Printers
  • Service Now Ticketing system, documentation and reporting
  • Direct report to CEO for Executive Support
  • Hybrid Azure/Active Directory Support
  • Office 365 Administration
  • Microsoft Surface Hub and HUB 2 Support
  • Support Audio/Video Equipment
  • Microsoft Azure
  • Microsoft Intune
  • MS Exchange
  • Zoom VOIP Phone system with Yealink hardware
  • Basic low voltage install of Alarm panels and cameras
  • Salto Security Access Control System.

Executive Level Support for Mattress Firm

ISphere
03.2021 - 01.2022
  • Image and Maintain IBM Lenovo series with Microsoft SCCM
  • Troubleshoot IDF and Network Devices
  • Customer Repairs, and Break Fix
  • Support Multi-Function Printers
  • Cherwell Ticketing System
  • Work with manager to implement new policies for Executive Support
  • Active Directory Support
  • Windows Teams Support
  • Microsoft Surface Hub and HUB 2 Support
  • Support Audio/Video Equipment
  • Microsoft Azure
  • Microsoft Intune
  • MS Exchange.

Integration Technician

BASS Computers
01.2021 - 03.2021
  • Recondition DELL, HP desktops and laptops and Servers
  • Create and Deploy Windows 10 images using Ghost
  • Custom PC Builds utilizing INTEL, AMD processors
  • Customer Repairs, and Break Fix
  • Build and install IP Camera systems
  • Answer helpdesk calls from customers.

Level 3 Technician

AECOM
11.2019 - 01.2020
  • Tier 3 IT Helpdesk Support
  • Assist Level 1 Technicians
  • Microsoft SCCM for deploying software, and imaging
  • Create technical documentation for Helpdesk, and our clients
  • Cisco IP Phone setup
  • Windows 10 imaging and PC Deployment
  • MS Active Directory, ie: create users, permissions, group policies
  • Help with ticketing system to improve business processes and workflow.

Desktop Technician

Apex Systems
04.2019 - 08.2019
  • Tier 2 Migration/Provisioning Support
  • Worked on Windows 10 Migration Project
  • Microsoft SCCM imaging, software deployment
  • Escalations for Tier 1 support
  • Easy Vista ticketing and Inventory software
  • VSphere build and support Virtual windows systems
  • Support peripherals such as printers, projectors and A/V in conference rooms
  • MS Active Directory
  • Cisco IP PHONES
  • Port Knox network access control support
  • Office 365 Support
  • Setup WYSE Thin Client systems
  • Work with management to improve on boarding and off boarding processes
  • Work with other teams to improve support processes.

Chase Source(contract)

Houston
11.2018 - 12.2018
  • IT Technical Specialist
  • Desktop Support, Windows Environment
  • Worked Trouble tickets in our help desk queue, Everyday IT tasks such as create users accounts, apply appropriate permissions
  • Worked with both Active Directory and Office 365
  • Troubleshoot MFD devices, printers as well as mobile devices
  • System Refresh projects, (replacing systems that did not meet current specs).

IT Specialist

Campesino Cafe
03.2017 - 12.2018
  • IT Support
  • Desktop Support, Windows Environment
  • Break/Fix printers, PC’s, POS system
  • Support Google Browser based apps
  • Troubleshoot printers as well as mobile devices
  • System Refresh projects, (replacing systems that did not meet current specs)
  • Work with Vendors for upgrades and support
  • Miscellaneous tasks, including promotions, inventory, bank duties, vendor payments.

ISphere

Houston
09.2018 - 10.2018
  • Tier 2 Network Support
  • Project to move all stores and new acquisitions over to new circuit
  • Cisco Meraki Setup and Administration
  • Setup and administer Audio Code IP Phone and Devices
  • Work with POS software to setup and test Ingenico Card Readers
  • Windows 10 and Cisco VPN
  • Office 365
  • Active Directory
  • Knowledge and application of DHCP, VPN, DNS.

Adroit Partners

Houston
04.2018 - 08.2018
  • Helpdesk/Application Support
  • Helpdesk Support for new Azure Based app
  • Specializing in Azure Based App
  • Create Technical Documentation for Helpdesk and customers
  • Windows 10 Support
  • Apple IOS support and documentation
  • Android Support and documentation
  • Mobile Iron Administration
  • Inbound call center measured on standard Helpdesk metrics
  • Worked closely with other teams and Project manager to identify trends and possible problems with App updates.

ECOM(contract)

Houston
05.2016 - 08.2016
  • IT Support Technician
  • BSC Helpdesk, assisting in the incoming ticket Queue
  • The Technical related tickets were worked remote and we worked with Vendors and Remote Techs if need be
  • Support, included a broad range of support from network monitoring to installing printers
  • System Refresh projects, (replacing system at co-locations)
  • Created technical document for my team and worked with other Groups to troubleshoot issues
  • Extensive knowledge of MFD devices acquired on project called the New Hire Experience.

CompuCom (contract)

Houston
01.2016 - 04.2016
  • IT Support Technician
  • Helpdesk Support for St Luke’s local and remote sites
  • Specializing in Browser Based Apps
  • Create Technical Documentation for Helpdesk and customers
  • Windows 7, 10 Support
  • Microsoft Office 360 Support, Google Apps Support.

D&S Community (contract)

Austin
07.2015 - 12.2015
  • IT Support Technician
  • Helpdesk and Desktop Support for local and remote sites
  • MS Exchange 2010, 2013 support
  • Active Directory User and Computer Support
  • Monitor ticketing queue and work tickets depending on urgency
  • Work with Telecomm agencies to support local and remote sites
  • Configure and support Cisco Meraki components
  • VOIP Phone Systems.

Northwestern Life (contract)

Austin
05.2015 - 07.2015
  • Technical Specialist
  • Monitor Ticketing queue and assign tickets to the appropriate groups
  • Install proprietary software on Windows Workstations
  • Windows 7
  • Support Virtual Systems in a VMWare VSphere 5 Environment
  • Desk side support including system moves, installs, replacements
  • Active Directory User/Computer Support
  • Provide initial training and assistance to clients.

Maxis Group (contract)

Austin
08.2014 - 01.2015
  • Technical Specialist
  • Provide Technical support via Help Desk for MVSS Department at 3M
  • Install/Support SQL server on Windows Server platforms
  • Install proprietary software on Windows Workstations
  • Windows XP/7/8
  • Network troubleshooting to setup, TCP/IP, DNS, DHCP
  • Write Technical documentation for the proprietary application
  • Utilize networking skills to configure Fixed/Mobile LPRS cameras
  • Provide initial training and assistance to clients.

Surgery ( in Hospital)

06.2014 - 08.2014

Advantage Waypoint

Houston
02.2013 - 06.2014
  • Helpdesk Manager
  • Manage a small team of Help Desk agents
  • Implement policies and procedures to ensure the Help Desk was providing optimal support to our internal clients
  • Provide coaching for technical and customer service skills
  • Coordinate work with other teams to resolve issues and complete projects
  • Provide local Desktop support for local office, 25-50 users
  • Support and maintain Cisco IP phones
  • Use DELL KACE for ticket reporting, inventory and software deployment
  • Basic network troubleshooting
  • Provide support for multiple Microsoft Products including Windows Server, SQL, MS Office, Windows XP, 7, 8
  • This includes migrations
  • Work with Active Directory manage, create and maintain user accounts
  • Use the LANSWEEPER product to maintain inventory, licensing.

Sysco Foods

Houston
11.2011 - 08.2012
  • IT Security Admin II
  • Account administration with adherence to SOX compliance
  • Work with Active Directory and MS Exchange for account creations, changes as well as group policies
  • Account creations and changes on an AS/400 platform
  • Basic SAP account administration.

Network-Outfitters

Houston
02.2011 - 08.2012
  • Desktop Support/Field Service Support
  • Repair/reinstall virus infected Windows workstations
  • Onsite Travel to troubleshoot workstation/fax/network issues
  • Utilize Remedy Ticketing System
  • Active Directory Administration
  • Install Printers/Workstations/scanners and provide remote support
  • Citrix Administration
  • Support Microsoft products including Windows Serrver 2003, XP,7, and MS Office.

CIBT Inc.

Houston
09.2008 - 02.2010
  • Systems Admin/Desktop Support
  • Support the Houston Operations Office and Helpdesk comprised of 75 to 100 users as well as satellite branches across the nation
  • My duties included troubleshooting local network problems, as well as supporting and updating the Altigen PBX system
  • Desktop support included creating and managing Active Directory objects while responding to on duty call status essentially seven days a week
  • Implemented SPARK IM system throughout the Enterprise
  • Corrected ongoing hardware problem with the PBX system reducing helpdesk downtime
  • Administrative Duties: Create/Delete modify user accounts in Active Directory
  • Work with phone vendor to coordinate movement and changes
  • Supported Spark’s nationwide Instant Messaging application
  • Assessed and purchased integral equipment
  • Technical Duties: Windows XP/Vista/Server 2003
  • Remote desktop support via VNC, RDP
  • Terminal Server
  • Active Directory
  • PBX Phone system (Altigen)
  • PIX Router
  • Local T1 maintenance with vendors.

Stewart Title

Houston
11.2006 - 08.2008
  • Remote Administration
  • Provided helpdesk technical support for various title offices in four states
  • Tracked and resolved all incoming technical support and title software calls regarding title industry related questions
  • My role acted to support Texas, New Mexico, Oklahoma, and Louisiana, with over 500 users
  • Main duties included remote software, hardware, and networking support
  • Also, assessing equipment needs and making purchases were my responsibility
  • Saved critical Data servers with RAID expertise and disaster recovery knowledge
  • Also was in charge of Dell equipment break fix
  • Administrative Duties: Trained newly hired employees on Windows applications and proprietary Title industry software
  • Troubleshoot and Facilitate resolutions for Stewart’s AFW proprietary software
  • Assessed equipment needs and acquired quotes for remote offices to evaluate purchasing potential
  • Technical Duties: Windows Server 2003, 2000
  • Exchange server
  • SQL server
  • Terminal Server
  • XP/2000
  • Symantec Backup Exec
  • Active Directory
  • Cisco VPN, Citrix Remote services
  • Remote Wan/LAN support.

Dell Inc.

Austin
03.2003 - 08.2006
  • Enterprise Server and Storage Support, Escalations Analyst
  • Oversee Support for all platforms of Dell Enterprise servers including autoloaders, managed switches, and hardware storage for 3 years
  • Escalations analyst for Enterprise services including Executive Escalations and various levels of customers
  • Exceeded to Executive Escalations manager and Reported to Michael Dell regarding all legal and escalated issues
  • On the Enterprise help desk I assisted in training new employees as well as excelled in Driving Customer Experience campaigns
  • Administrative Duties: Mentored all Enterprise technicians assessing customer complaints
  • Responsible for providing assistance to all customer issues
  • Worked in tandem with internal groups providing prompt solutions for customers
  • Facilitated solutions for Executive Escalations
  • Technical Accounts Manager
  • Technical Duties: Supported all platforms of Dell Enterprise hardware
  • Windows Server 2003, 2000 expert
  • Windows XP, 2000 workstation expert
  • Installed and supported all tape backup solutions
  • Configured and supported both Backup Exec products and Disaster Recovery
  • Red Hat Linux Support.

Education

Electronic Engineering/Computer Science Associates Degree -

Microcomputer Technology Institute
01.1998

General Academics -

Houston Community College
01.1996

Skills

  • Server/Workstation hardware support
  • Microsoft Azure
  • Microsoft Intune
  • Remote Support
  • RAID array configuration
  • Active Directory Support
  • LAN/WAN Support, Configuration, TCP/IP, DNS, DHCP
  • Cisco Meraki Switches and Routers
  • Helpdesk/Desktop Support
  • Executive Support
  • Solar Winds
  • NOC Experience
  • Windows 10
  • Windows 11
  • Systems Integration
  • Migration Experience
  • Dell Hardware
  • Active Directory
  • Hyper V
  • Technical Writing
  • DELL KACE
  • Windows Server Administration
  • Virus/Malware Removal
  • Citrix Server
  • SQL Server
  • Microsoft Office 365 Administration
  • Microsoft Azure Administration
  • Microsoft Intune
  • Zoom VOIP
  • SALTO Access Administration
  • Xerox/Ricoh MFD devices
  • Technical training
  • Escalations Analyst
  • VOIP/Telecom
  • VMware VSphere
  • SOX Compliance
  • Microsoft SCCM
  • Mobile Iron Administration
  • Audio Code Managed IP Phone

References

Available Upon Request

Timeline

IT Support and Infrastructure Administration

Richdale Corp
03.2022 - 04.2024

Executive Level Support for Mattress Firm

ISphere
03.2021 - 01.2022

Integration Technician

BASS Computers
01.2021 - 03.2021

Level 3 Technician

AECOM
11.2019 - 01.2020

Desktop Technician

Apex Systems
04.2019 - 08.2019

Chase Source(contract)

Houston
11.2018 - 12.2018

ISphere

Houston
09.2018 - 10.2018

Adroit Partners

Houston
04.2018 - 08.2018

IT Specialist

Campesino Cafe
03.2017 - 12.2018

ECOM(contract)

Houston
05.2016 - 08.2016

CompuCom (contract)

Houston
01.2016 - 04.2016

D&S Community (contract)

Austin
07.2015 - 12.2015

Northwestern Life (contract)

Austin
05.2015 - 07.2015

Maxis Group (contract)

Austin
08.2014 - 01.2015

Surgery ( in Hospital)

06.2014 - 08.2014

Advantage Waypoint

Houston
02.2013 - 06.2014

Sysco Foods

Houston
11.2011 - 08.2012

Network-Outfitters

Houston
02.2011 - 08.2012

CIBT Inc.

Houston
09.2008 - 02.2010

Stewart Title

Houston
11.2006 - 08.2008

Dell Inc.

Austin
03.2003 - 08.2006

Electronic Engineering/Computer Science Associates Degree -

Microcomputer Technology Institute

General Academics -

Houston Community College

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William Eric Rodriguez