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Chris
chris@chrisgrodriguez.com
321-427-1755
Palm Bay, FL 32907
IT Professional
16 years experience W2
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Summary


I have a solid technical foundation, with a multifaceted technical skillset, having held a variety of technical roles ranging from Network Operations, Technical Customer Support, Field and Software Application Support, Help Desk Support, and Desktop Support. Also, I have experience in several different industries, including the not-for-profit, housing, legal, maritime, railroad, and hospital industries. This includes enterprise as well as Fortune 500 experience. Additionally, I understand Linux and Windows and how they operate in enterprise environments. Furthermore, I am CompTIA A+, Network+, and Security+ Certified.

Technical Concepts:

  • Intel / AMD based platforms, LAN/WAN architecture, Cloud Computing, Virtualization, VirtualBox, VMWare workstation, KVM, Quemu, TCP/IP, DHCP, DNS, SMTP, POP3, IMAP, FTP, SFTP, SNMP, NAT, DMZ, Windows 2000, XP, 7, 8 , Server 2008, Server 2012, Novell Console One, Zenworks, ZCM, Active Directory, LDAP, Group Policy, IIS, WSUS, RRAS, VPN, GroupeWise, Outlook, Unix Solaris, Linux Fedora, Linux CentOS, IPcop, VI, Sendmail, SquirrelMail, Dovecot, SpamAssassin, Apache, SAMBA, NFS, SSH, Microsoft Office, Microsoft Project, Dreamweaver, Fireworks, Visio, EMR systems, ConnectCare, Remedy.

Experience
Customer Support Specialist II (IT Desktop Support and Field Services Role)
Healthcare
Oct 2014 - present

In a Tier 2 role, as a member of the Field Services team within the IT Customer Service group of the Support Services sector within the Enterprise IT department at Health First, I provide desktop and field services support at the corporate office. This is a high visibility role in which I support over 300 users, many of which are high profile, including senior managers, executives, vice presidents, and chief officers. I am part of a team that has desktop support and field services technical duties. Handle technical issues escalated from the IT Help Desk. Image, configure, and deploy workstations as well as laptops. Configure workstations and laptops to be compliant with HIPAA government regulations. Connect workstations and laptops to the network. Perform desktop moves. Patch network ports. Install, configure, and troubleshoot scanners and printers. Configure mobile devices for E-mail and application access. Configure and troubleshoot VPN clients. Educate users. Install and configure workstation IP and DNS information. Install, configure and troubleshoot applications. This includes financial, clinical, business, andElectronic Medical Records (EMR) applications. Troubleshoot application delivery. Troubleshoot network drive issues. Install software updates and registry fixes. Also perform aforementioned duties at the
organization's hospitals and branch locations based on workload and organizational needs. Provide enterprise-wide on-call support.

TCP/IP Desktop Support Wireless Networks Technical Support DNS Network Support desktop migrations Laptops Printers VPN
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Customer Support Specialist I (IT Help Desk Role)
Healthcare
Aug 2014 - Oct 2014

In a Tier 1 role, as a member of the help desk team within the IT Customer Service group of Support Services sector within the Enterprise IT department at Health First, provided support for an environment consisting of over 7,000 users across a multi-site network which included hospitals, clinics, and fitness centers, in both Novell and Active Directory environments. I was part of a team that worked out of a heavy in-bound call center, referred to as the help desk, with IT help desk duties that ranged from troubleshooting technical issues with users over the phone as well as remote desktop connections into user’s workstations via remote desktop applications and tools. Supported Windows XP and Windows 7. Supported GroupWise E-mail. Troubleshot file sharing, mapped drive, network, and application issues. Supported several applications, including hospital EMR systems, as well as LDAP enabled and independent applications. Reset passwords. Installed patches and registry fixes. Educated users. Supported VPN. Provided support for VPN connected users and troubleshot network access, network drive, and authentication issues. After almost two months, I was promoted to a Tier 2 role.

Customer Service LDAP Windows XP Technical Support Desktop Support MS Active Directory VPN Win7
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Customer Service Representative
Retail
Oct 2013 - Dec 2013

In a Tier 2 role, as a member of the Escalations Team (E-Team) answered calls from escalated customers transferred from Tier 1 Customer Service Representatives. Resolved escalated issues. Answered E-mails. Handled special credit and return issues. Handled appeasement requests. Answered customer questions and inquiries and provided them with product knowledge and expertise. Utilized the Internet in assisting customers. Provided customer with quick and accurate information on product orders. In this position, I was re-hired from past employment, directly onto a Tier 2 role.

Customer Service
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Field Support Technician (Software Application Support Technician Role)
Transportation
Apr 2011 - Jun 2013

In a Tier 1 role, as a member of the Field Support team, provided field and application support for enterprise fielded railroad dispatch systems based on UNIX Solaris and Windows, as well as railroad network movement planning systems, within the General Electric Transportation’s (GE Transportation) Intelligent Control Systems group. This position was also referred to as Software Application Support Technician. Migrated data from UNIX to Windows and generated metrics for project managers and executive level management, a procedure I designed and was adopted for use by the team. Developed and maintained GE intranet websites related to the projects. Identified multiple system abnormalities and correlated them to pinpoint issues within the system. Took support calls. Phone interviewed job candidates. Wrote technical documentation and instruction.

Technical Support Desktop Support Solaris UNIX
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Customer Service Representative
Retail
Oct 2010 - Apr 2011

Answered inbound customer calls and E-mails. Answered customer questions and inquiries and provided them with product knowledge and expertise. Utilized the Internet in assisting customers. Provided customer with quick and accurate information on product orders.

No skills were added
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Customer Support Specialist (Technical Customer Support Role)
Telecommunications
Oct 2005 - Apr 2009

As a member of the Customer Support Department, in a technical customer support / help desk role, provided support for proprietary maritime communications, subscription based applications and services, satellite and HF radio communication systems, as well as support for vessel-based local area network, workstation, and servers. Provided IT support services under company’s “IT@Sea” service sold to maritime customers on a subscription basis. Supported Windows XP. Supported TCP/IP based security alert system centralized on a DHCP server. Supported Sophos-based proprietary antivirus software, and troubleshot workstation hardware and software problems. Remotely guided users and field technicians through technical tasks ranging from hardware installs, workstation and application configuration, and clean installs of Operating Systems, configuring internal proprietary Email server as well as the E-mail clients. Remotely guided customer IT department members through configuration of proprietary software. Coordinated with satellite services providers for satellite problem troubleshooting and resolution. Coordinated with customer IT department for problem troubleshooting and resolution. Troubleshot shipside messaging and LAN problems, provided first level support for field technicians, and provided support for workstation and shipside server problems.

TCP/IP DHCP Windows XP Technical Support Hardware Installation & Upgrade Desktop Support LAN
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Edit Skills
Non-cloudteam Skill
Education
Bachelor's in Information Technology, General Information Tecnhology
Capella University, 2013 - 2015

Working on Bachelor's Degree of Science in Information Technology.

Associate's in Occupational Studies in Computer Network Operations, Computer Network Operations
The Katharine Gibbs School of New York City, 2001 - 2003
Certifications
A+ Certification
CompTIA, 2003
Network+
CompTIA, 2004
Security+
CompTIA, 2010
Skills
Desktop Support
2021
9
Technical Support
2021
9
Network Support
2021
5
LAN
2009
4
Laptops
2021
4
Printers
2021
4
VPN
2021
4
Customer Service
2014
1
desktop migrations
2021
1
DHCP
2009
1
DNS
2021
1
Hardware Installation & Upgrade
2009
1
LDAP
2014
1
MS Active Directory
2014
1
Solaris
2013
1
TCP/IP
2021
1
UNIX
2013
1
Win7
2014
1
Windows XP
2014
1
Wireless Networks
2021
1