Rodolfo C. Email and Phone Number

As a Senior End User Support Technician I provided technical troubleshooting and problem solving for authentication issues, complex installations, desktop and connectivity problems, Microsoft Exchange, Virtual desktop and application support, Fidelity proprietary software, Blackberry and handheld devices, Fidelity Remote Access, and other technology platforms supported by Fidelity Enterprise Infrastructure. Minimize escalation of incidents to other business units through effective use… Show more As a Senior End User Support Technician I provided technical troubleshooting and problem solving for authentication issues, complex installations, desktop and connectivity problems, Microsoft Exchange, Virtual desktop and application support, Fidelity proprietary software, Blackberry and handheld devices, Fidelity Remote Access, and other technology platforms supported by Fidelity Enterprise Infrastructure. Minimize escalation of incidents to other business units through effective use of remote control tools, providing training to Level 1 Help Desk, coaching peers, and Problem Management analysis of recurring issues. Work with software engineering to bring resolution to recurring problems, reach root cause, and establish a solution. Document technical solutions for new problems in Knowledge Management system and participate in knowledge-authoring and approval process.Subject matter expert on Mobile Support, managed Corporate Mobile devices with Mobile Iron and Good for Enterprise for BYOD, created trainings and support documentation for iPads/Tables/Phones iOS/Android/Windows Phones Show less