Kimberly Rodriguez

Tentek Inc

Jun 2023 – Apr 2024

Technical Support Analyst

• Established a comprehensive knowledge base, enhancing customer self-service capabilities and streamlining issue resolution processes. • Troubleshot and successfully resolved a range of complex technical issues, ensuring customer satisfaction and system reliability. • Maintained meticulous IT incident documentation, emphasizing accuracy and consistency in records management.

Champlain Cable Corporation

Feb 2023 – Oct 2023

System Administrator/Cyber Detection Analyst

• Managed and enhanced cybersecurity measures, employing tools such as Red Canary, Carbon Black, and Fortinet to monitor and identify potential cyber threats and malware infections effectively. • Refined monitoring and alerting protocols, improving the early detection capabilities for system and application anomalies. • Oversaw the successful deployment of two-factor authentication (2FA) using YubiKeys, strengthening the security of shared workstation passwords and accounts.

Emtec Inc

Jul 2022 – May 2023

Senior IT Support Analyst/Security Compliance

• Executed comprehensive security audits, pinpointing and mitigating vulnerabilities, which enhanced overall system security and resilience. • Ensured IT systems adhered to industry regulations through meticulous security compliance audits. • Prepared and delivered detailed documentation and reports on IT security to management and various government agencies for six consecutive years.

The City of El Paso, TX

Aug 2017 – Jul 2022

Support Services II

• Coordinated on-site technical support, ensuring efficient operation of camera systems and delivering critical assistance for high-priority tasks and city council requests. • Collaborated with cross-functional teams to contribute to large-scale city project initiatives, enhancing overall project execution and outcomes. • Delivered extensive technical support and maintenance services, addressing the needs of a user base exceeding 5000 individuals throughout the organization.

Webatron

Feb 2017 – Aug 2017

Helpdesk Technician

• Resolved a variety of network and hardware issues, ensuring customer satisfaction through effective remote support and troubleshooting. • Efficiently documented and routed support tickets to relevant teams, providing comprehensive details to facilitate swift resolutions.

Net-tech Consulting

Oct 2013 – Dec 2016

System Administrator

• Administered user credentials and permissions, reinforcing application and data security protocols. • Executed a cloud migration initiative that improved data accessibility and bolstered system security. • Maintained and configured Windows server infrastructure to ensure optimal performance and reliability.

Kimberly Rodriguez

Skills