John Rodriguez Email & Phone Number

Aurora, Ontario, Canada

Service Desk Technician for the York Regional Police. Civilian position.

Toronto, Ontario, Canada

Toronto, Canada Area

Supported 150 + users in across Canada and US East Coast with a team of 4 technicians. Monitored, responded, documented and resolved incoming user requests coming from email, telephone, dash board portal, and user shoulder taps. The front line contact for the Toronto facility, answering and forwarding escalations or major incidents to the utmost importance. Provided support to desktops, servers, software, VOIP desk phones and mobile devices, network connectivity, production applications security systems, backup / recovery protocols, Email and Windows account creation / management. Setup or relocate user workstations as requested, cable management, printer supply and repair, vendor management and asset management. Created training documentations for new systems for end user reference and knowledge articles to share local knowledge of systems to the rest of the team.* For the Toronto Relocation Project, acquired knowledge of Cisco VOIP system (Call Manager, Unity, and Desk phone system) and migrate previous extensions from PBX system to new VOIP system.* Recognition of technical abilities, strong work ethic and self motivation / determination became a Team Lead, LANDesk Administrator, Windows 7 Administrator, Xytech and Scheduall Administrator.* Researched and resolved a "search bug" in Windows 7. The solution saved the account manager's time and increased productivity by enabling them to accurately search the requested files located in a file server directory or subdirectories.

Toronto, Canada Area

Provided desktop support for specialized hardware and software systems used in Pearson International Airport. Installed and configured SITA application on Windows XP imaged workstations. Successfully setup, diagnosed and repaired computers, printers, and scanners. Troubleshoot and resolved desktop, network, and systems issues. Shared gained knowledge with other staff, gave input in meetings, and provided second-level technical support to local and international users. Upgraded and maintained all SITA supported hardware, tested programs for completeness, while maintaining documentation.

Maintained and managed the computer department of a Staples store, from overall cleanliness, maintaining stock levels, training and informing staff of upcoming sales or product release. Also provided technical services by promoting computer repairs, upgrades or maintenance. Trained and mentored staff for technical sales and product updates. Met or exceeded yearly sales targets by ensuring staff are well trained in solution selling, probing questions and overall product bundling.

Education record

Micro-Computer Analyst Diploma, Information Technology