Adrienne Rodriguez
Phoenix,AZ
Summary
Detailed-oriented IT Support Technician with over two years of hands-on experience in dynamic K-12 environments. Proven expertise in Azure/O365 hybrid environments, MDM solutions (JAMF, Lightspeed), network administration (Meraki), and cybersecurity (Crowdstrike, MS Defender). Ready to contribute to a stable and growth-oriented organization by leveraging troubleshooting skills, user support, and system administration to achieve collaborative technical objectives and drive operational efficiency.
Overview
8
8
years of professional experience
Work History
IT Support Specialist
Desert Heights Charter Schools
12.2022 - 06.2025
- Provided comprehensive IT support in an Azure O365 (Active Directory) hybrid environment, managing user accounts, permissions, and service administration.
- Administered and supported Apple School Manager, Lightspeed MDM, and JAMF for iOS and macOS device management and deployment.
- Managed and configured VOIP phone systems (CIONow), including user assignment and unassignment.
- Supported and administered network infrastructure, including switches, access points (APs), and phone data via Meraki Dashboard.
- Conducted PC refresh initiatives, setting up new computer equipment and reimaging multiple devices efficiently.
- Addressed and investigated end-user security alerts using Crowdstrike and maintained MS Defender environments.
- Leveraged FMX for ticket creation and assignment, and provided remote support to staff via GoToResolve and ConnectWise to address issues.
- Created and managed user accounts and permissions in Azure Active Directory on MS Server 2012.
- Developed and updated technical documentation and spreadsheets for inventory and tracking.
- Provided hardware and software support for Windows 10/11, macOS, and Linux operating systems.
- Ensured compliance with student privacy laws and regulations, including FERPA and COPPA.
- Delivered training to new IT employees and end-users on various systems and applications.
- Managed Google Chrome environments and supported Google Workspace Apps (Gmail, Slides, Sheets, Docs, Calendar).
- Monitored email activity via MS Admin Center, and immediately blocked access to account and called down student or staff to immediately change their password.
- Educated and trained faculty on security policies and procedures.
- Provided technical support for hardware, software, network, and security issues.
- Managed service desk operations, prioritizing and resolving tickets to enhance user satisfaction.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with cross-functional teams to troubleshoot network issues, enhancing overall connectivity.
Administrative Assistant
Fourlane
09.2021 - 11.2022
- Support the Services Team with general project management and administrative tasks.
- Schedule meetings and client related engagements.
- Attend meetings and assist in taking notes.
- General organization of time, calendars, digital files, and email accounts for multiple people including leadership.
- Digitally log hours used as timecards in the CRM system for multiple people.
- Create projects and maintain internal files.
- Plan and organize internal client meetings.
- Data entry on internal documents.
- Serve as an initial point of contact for clients.
- Organized project QC using internal reports.
- Communicate with Fourlane staff regarding projects and QC.
- Other administrative tasks, functions, and projects as assigned according to business needs.
Customer Service Representative
Yandy.com
06.2017 - 09.2021
- Conducted loss prevention activities by thoroughly checking orders for fraudulent activity.
- Researched and flagged high-risk orders and locations for fraudulent patterns.
- Provided client support via online chat, email, and phone using Zendesk.
- Maintained in-depth knowledge of products, services, and terms and conditions.
- Trained new associates and created procedural documentation.
- Utilized Google Workspace Apps (Gmail, Slides, Sheets, Docs, Calendar) for communication and organization.
Education
Bachelors in Science - Information Technology
University of Phoenix
10.2024
Skills
- Operating Systems & Servers: Windows 10/11, macOS, Linux, MS Server 2012, iOS, Virtual Machines (VM), VMware
- Cloud & Directory Services: Azure Active Directory (AD), O365 Administration, Apple School Manager, Google Workspace Apps
- Device Management: JAMF, Lightspeed MDM, FMX, CIONow (VOIP)
- Networking & Security: Meraki Dashboard (Switches, APs), Crowdstrike, MS Defender, Systems & Network Monitoring, FERPA, COPPA, VPN, Multifactor Authentication (MFA, 2FA), Modem Configuration, Router Configuration, AP Configuration, Switch Configuration, LAN, VLAN, CAN, WAN, WLAN, etc
- Scripting & Databases: PowerShell Scripting, Python, SQL
- Remote Support & Tools: GoToResolve, ConnectWise, Rocket Relay, RDP
- Emerging Technologies: Artificial Intelligence (AI) Platform Navigation
- Hardware & Software: PC Refresh, Device Reimaging, Peripherals Setup (Laptops, Desktops, iPads, Phones, Printers, Bluetooth), Software Installation
- Troubleshooting & Support: Problem-Solving, Critical Thinking, End-User Training, Documentation, Technical Support
- Professional Skills: Customer Service (25 years Professional IT-specific, plus 25 years total), Communication, Phone Etiquette, Data Entry, Inventory Management, Time Management
Accomplishments
- Documented and resolved tickets which led to the lowest number of tickets in company history.
- Trained and led technical support teams of more than 4 support specialists.
- Supervised team of 4 staff members.
- Promoted to IT Support Specialist after 14 months of employment.
- Increased number of resolved job tickets by 50% over previous year.
- Received Employee of the Month when promoted to IT Support Specialist.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
IT Support Specialist
Desert Heights Charter Schools
12.2022 - 06.2025
Administrative Assistant
Fourlane
09.2021 - 11.2022
Customer Service Representative
Yandy.com
06.2017 - 09.2021
Bachelors in Science - Information Technology
University of Phoenix
Awards
University of Phoenix President’s List, University of Phoenix Dean’s List (4)
Similar Profiles
Miguel MeloMiguel Melo
IT Help Desk Technician at Desert Heights Charter SchoolsIT Help Desk Technician at Desert Heights Charter Schools
Lily FjellLily Fjell
Kindergarten Paraprofessional at Desert Heights Charter SchoolKindergarten Paraprofessional at Desert Heights Charter School
Valentin Tril, Jr.Valentin Tril, Jr.
Lead Education Specialist at L4L Desert Sands Charter High SchoolLead Education Specialist at L4L Desert Sands Charter High School
Alexandra BerryAlexandra Berry
Service Coordinator at Presidential Pools, Spas & PatioService Coordinator at Presidential Pools, Spas & Patio
Jovan WilderJovan Wilder
Real Estate Agent at Jason Mitchell GroupReal Estate Agent at Jason Mitchell Group