Mitchell Rodgers

Experience

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  United States Air Force

  Jun 1989 - Aug 2010

  I oversaw the administration and archiving of an equipment accountability database, effectively tracking and governing 2500 items to ensure optimal efficiency. I drafted personnel performance reports and delivered insightful presentations on equipment status and usage to guide informed decision-making within the organization.◆ Administered a collection of 14 laptop computers dedicated to aircraft diagnostic testing and administrative functions for ensuring seamless operation and availability for critical tasks.◆ Supervised a team of 21 personnel for providing essential support to 240 customers, spearheading prompt in equipment problem analysis and resolution. Show less I delivered essential support to 27 computer users and promptly resolved software, hardware, and network malfunctions to ensure uninterrupted workflow. I coordinated the integration of computers into the network and ensured efficient assignment of network identities to each system.◆ Led the upkeep of 30 desktop computers on the Air Force network, overseeing the installation and configuration process from the initial setup to standard desktop configuration.◆ Successfully maintained and administered a website and database accessed by over 2000 individuals per month, supporting operations across 23 diverse work centers.◆ Upheld compliance standards by administering and regularly updating close to 300 regulations and policy letters for a sizeable 1500+ person organization. Show less I conducted in-depth interviews with pilots to identify the root cause of aircraft computer malfunctions, facilitating a targeted and efficient approach to repairs.◆ Implemented frugal resource management strategies, minimized repair costs, conserved repair assets, and promoted cost-effective solutions within the operational framework.◆ Maintained meticulous documentation by recording accurate and detailed repair histories for aircraft systems, aimed at enhancing maintenance and troubleshooting procedures Show less

  • Support Section Chief

    Sept 2007 - Aug 2010

  • Product Improvement Manager

    Sept 2004 - Sept 2007

  • Avionics Craftsman

    Jun 1989 - Sept 2004
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  Wal-Mart Stores Incorporated

  Nov 2007 - Nov 2013

  Sales Associate

  Provide top notch customer service in all general merchandise areas of the store. Tint paint to customer specifications. Replenish stock on displays and set up new displays. Assemble bicycles and grills. Complete and generate fishing and hunting licenses.

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  Computer Centers USA

  Nov 2013 - Jul 2014

  Customer Support Technician

  Provide telephone technical support for customers. Provide support for Android Tablets, Kindle Tablets, and Windows Tablets. Also provide remote support for Windows operating systems, primarily Windows 8.

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  Data-Tech

  Apr 2014 - Nov 2014

  Field Support Technician

  Provide on-site information technology services in conjunction with remote access services. Maintain data back-up integrity, network connectivity and a host of other IT services.

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  Belcan

  Nov 2014 - May 2020

  Desktop Analyst

  I answered calls and rapidly resolved local and remote user problems with a compassionate and empathetic approach. I oversaw creation and administration of user accounts, ensured secure access to network resources, and streamlined end-user experience. I demonstrated expertise in configuring BitLocker encryption and antivirus software. I loaded operating system images on computers to enhance system functionality.◆ Successfully resolved a wide spectrum of incidents for a user base of 117 individuals, ensuring timely and specific solutions for a seamless IT environment.◆ Adhered to stringent Department of Defense (DoD) standards while erasing unwanted files from hard drives, ensuring data confidentiality and compliance with security protocols.◆ Implemented rigorous data protection measures in strict alignment with International Traffic in Arms Regulations (ITAR) compliance standards.◆ Collaborated effectively with wide area network circuit providers and installation teams for the successful deployment and maintenance of network circuits.◆ Accomplished problematic equipment disposal in coordination with a local recycler to minimize electronic waste and support eco-friendly initiatives.◆ Independently deciphered a legacy VoIP server to deliver significant cost savings and greater control over phone system management. Show less

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  Concentrix

  Jun 2020 - Jun 2021

  Customer Service Representative

  I led helpdesk operations to deliver on-call and in-person assistance and resolve service issues and requests in a timely manner. I reviewed guides and resources to familiarize with necessary information. I dealt with challenging customers using strong reasoning and conflict-resolution skills.◆ Addressed customer requests related to debit cards, bank accounts, and loans, maintaining a high level of responsiveness during 7-hour workdays.◆ Implemented a proactive problem-solving approach to ensure efficient handling of inquiries, reduce subsequent calls, minimize wait times, and enhance overall satisfaction Show less

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  Tetra Tech

  Jun 2021 - Feb 2022

  Help Desk Support Specialist

  I oversaw service desk and IT support request resolution for staff, maintained service records of user issues, conducted system testing, performed updates, and maintained IT documentation. I balanced competing priorities and collaborated with other IT team members to ensure service excellence. I imaged systems for new users and expedited the onboarding process for employees.◆ Defined user-friendly instructions for setting up OneDrive storage, improving user confidence and adoption of essential tools for better data management and backup practices.◆ Led the seamless migration of email accounts for 57 users, preserving a vast archive of data spanning over 16 years without any data loss.◆ Exercised precise judgment in prioritizing tickets within the Remedy and Service Now ticketing system, categorizing and ranking support requests based on urgency, impact, and potential resolution time.◆ Resolved a persistent issue related to computers with multiple displays by identifying outdated firmware on docking stations. Show less

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  US Army

  Feb 2022 - now

  Information Technology Specialist

  I administer and maintain a secure, reliable, and high-performing IT environment, including computer systems and networks, electronic management systems, intranet/extranet, and office equipment. I respond to service desk requests, mentor team members, and liaise with IT vendors and contractors. I conduct Root Cause Analysis to identify and rectify issues in line with SLA. I oversee configuration of end-user accounts, permissions, and access rights.◆ Led a 5-member team to implement ArcGIS software, from conducting an analysis of prerequisites to coordinating the acquisition, licensing, and installation of the software.◆ Governed an equipment account valued at $916K+ and the Civilian Welfare Fund of $17K, demonstrating meticulous oversight for proper asset tracking, maintenance, and budgetary control.◆ Identified and rectified a persistent software issue negatively impacting common access cards (CAC), saving over $1000 and significantly reducing downtime and resource allocation.◆ Directed the upgrade of 213 computers, optimized the imaging process and completed the project three months ahead of schedule.◆ Received a Certificate of Appreciation from the Pueblo Chemical Depot Commander in acknowledgment of exceptional IT support.◆ Reviewed critical documents such as security vulnerability reports, statements of work, and incident reports to ensure informed decision-making, compliance, and security enhancement.◆ Resolved a recurring issue of notebooks randomly shutting down due to overheating and enabled the Depot Commander to sign documents despite network issues by implementing a practical workaround.◆ Rapidly assessed and resolved the Deputy Commander's inability to access encrypted emails.◆ Facilitated the decommissioning of end-of-lease multifunction devices and refreshed outdated devices, enhancing overall efficiency. Show less