Nathan Rodriguez
Entry Level Help Desk Technician
| Phone: | (555) 847-2931 |
| Address: | Austin, TX |
| Website: | https://linkedin.com/in/nathanrodrigueztech |
| Email: | nathan.rodriguez.tech@gmail.com |
- Customer service professional transitioning to IT support with hands-on experience troubleshooting technical issues and training team members on new systems
- Currently pursuing CompTIA A+ certification with strong foundation in Windows 10/11, basic networking, and remote support tools
- Proven ability to resolve high-volume customer requests while maintaining 96% satisfaction rating and documenting solutions for team use
- Demonstrated patience and clear communication skills when explaining technical concepts to non-technical users
- Available for all shifts including nights, weekends, and holidays
Work Experience
Best Buy
Customer Service Representative
March 2022 - Present
- Resolved average of 60+ customer technical inquiries daily, achieving 96% satisfaction rating through patient troubleshooting and clear explanations
- Troubleshot and performed basic maintenance on POS systems, tablets, and demonstration devices, reducing downtime by 25%
- Documented common device issues and solutions, creating quick-reference guide now used by 20+ team members
- Trained 8 new employees on troubleshooting protocols for smartphones, tablets, and basic computer issues
- Managed time-sensitive customer queue during peak hours, prioritizing requests based on urgency and complexity
Starbucks
Barista
June 2021 - March 2022
- Resolved average of 50+ customer requests daily while maintaining 95% satisfaction rating during high-pressure peak hours
- Troubleshot and performed basic maintenance on 3 espresso machines and POS system, preventing service interruptions
- Created and documented new drink preparation procedures, developing training materials for 5 new team members
- Managed time-sensitive order queue, prioritizing based on complexity and customer wait times
Freelance
Independent Technical Support
January 2023 - Present
- Diagnosed and resolved hardware/software issues for 20+ clients, achieving 100% resolution rate
- Performed OS installations, data migrations, and malware removal using industry-standard tools
- Educated users on cybersecurity best practices and password management solutions
- Provided remote support using TeamViewer and Chrome Remote Desktop
Education & Certifications
University of Texas at Austin
Bachelor of Arts in Communications
May 2021
Relevant Coursework: Technical Writing, Database Fundamentals, Digital Media Production
Senior Project: Developed comprehensive user documentation for university's new student portal system
Senior Project: Developed comprehensive user documentation for university's new student portal system
Technical Skills
Operating Systems: Windows 10/11 (Advanced), Windows Server 2019 (Basic), macOS (Intermediate), Ubuntu Linux (Basic)
Software & Applications: Microsoft Office Suite, Google Workspace, TeamViewer, Chrome Remote Desktop, Slack, Zoom
Networking: Basic TCP/IP, DHCP, DNS troubleshooting, Home network configuration, pfSense firewall basics
Ticketing Systems: ServiceNow (training environment), Freshdesk, osTicket (self-hosted practice)
Hardware: PC assembly and troubleshooting, Printer installation and maintenance, Mobile device support
Certifications
CompTIA A+ (In Progress)
CompTIA
Expected: April 2024
Google IT Support Professional Certificate
Coursera
January 2024
Honors
Employee of the Month
Best Buy
August 2023
Recognized for resolving 98% of customer technical issues without escalation
Customer Service Excellence Award
Best Buy
December 2023
Achieved highest customer satisfaction scores in department for Q4 2023
Dean's List
University of Texas
Fall 2020, Spring 2021
Maintained 3.6 GPA while completing part-time technical internship
Continuous Learning
Windows Server 2019 Fundamentals
Microsoft Learn
35 hours
Network+ Video Course
Professor Messer
Currently enrolled
ServiceNow Fundamentals
ServiceNow Learning Portal
20 hours
Technical Environment
Home Lab Setup
Maintain home lab with 4 virtual machines running Windows Server 2019, Ubuntu Server, Windows 11, and pfSense
Active Directory Configuration
Configured Active Directory environment for practicing user management and group policies
Ticketing System Practice
Set up self-hosted osTicket system for practicing help desk ticket resolution workflows
Hardware Support
Built gaming PC and upgraded components for family members, providing ongoing technical support
Technical Documentation & Contributions
Troubleshooting Guide Creation
Created comprehensive troubleshooting guide for common POS system errors, now used by 25+ retail associates
Reddit Tech Support Contributor
r/techsupport
Active contributor with 75+ verified solutions, specializing in Windows and printer issues
Personal Tech Blog
Tech Support Simplified
2023-Present
Published 15 articles explaining IT concepts for beginners, averaging 300+ monthly readers
Volunteer IT Support
Austin Community Center
2023-Present
Provide weekly technical assistance to seniors learning basic computer skills