Julio Rodriguez

Experience

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  Celanese

  Jun 2008 - Feb 2010

  Help Desk

  Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to queries either in person or over the phone.Write training manuals.Train computer users.Maintain daily performance of computer systems.Respond to email messages for customers seeking help.Ask questions to determine nature of problem.Walk customer through problem-solving process.Install, modify, and repair computer hardware and software.Clean up computers.Run diagnostic programs to resolve problems.Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.Install computer peripherals for users.Follow up with customers to ensure issue has been resolved.Gain feedback from customers about computer usage.Run reports to determine malfunctions that continue to occur. Show less

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  State Farm

  Feb 2010 - May 2010

  Help Desk

  Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to queries either in person or over the phone.Write training manuals.Train computer users.Maintain daily performance of computer systems.Respond to email messages for customers seeking help.Ask questions to determine nature of problem.Walk customer through problem-solving process.Install, modify, and repair computer hardware and software.Clean up computers.Run diagnostic programs to resolve problems.Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.Install computer peripherals for users.Follow up with customers to ensure issue has been resolved.Gain feedback from customers about computer usage.Run reports to determine malfunctions that continue to occur. Show less

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  Celanese/ Atos

  May 2010 - Mar 2015

  Access management/ Systems Analyst III

  - Developed IAM Solution models across business, process and technical viewpoints - Challenged previous assumptions and identify innovative methods for solving problems - Conducted interviews and workshops with technical and business stakeholders to get a thorough understanding of the client environment - Facilitate requirements gathering sessions, writing well-defined statements of work and specification documents - Explain assumptions and methodologies, articulate pros and cons of an action in a clear manner to simplify difficult concepts for non-technical users - Provide technical guidance to the delivery team implementing the solution - Take lead responsibility in project management, change management and communication management- Provide technical guidance & training to other Identity & Access Management agentsProvisioning of user accounts and group profiles (create, modify, delete)Implementation of controls and processes for monitoring privileged accountsWorking with system admins and business risk teams to protect enterprise assetsProcess documentation creation and maintenanceCustomer support and educationPrioritization of tasks to meet the business needsProgress status reportingIdentification of issue root causes, and recommendation and implementation of resolutionAdherence to Celanese ITIL standards, specifically Incident and Change management Show less

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  Caliber Home Loans

  May 2015 - May 2016

  Desktop Support Specialist

  Asset management - balancing of costs, opportunities and risks against the desired performance of assets (Laptops, Desktops, docking stations & monitors, hardware warranty, software licenses etc..), to achieve the organizational objectives, in other words to fill the need for new users as well as maintain a stock of equipment for break fix issues. This balancing might need to be considered over diffrerent timeframes. I am part of a team that is in charge of the process of deploying, operating, maintaining, upgrading laptops & desktops. I also served as an On site support technician with the teir 2 support team. Show less

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  Custom Game Design

  Jun 2016 - Apr 2018

  Tech Support
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  Rational Technology

  Apr 2018 - now

  Support Tech