Adrienne Rodriguez
Phoenix
Summary
IT Support Technician specializing in Azure Active Directory and network administration. Expertise in user account management, remote support, and device deployment, contributing to seamless operations and user satisfaction. Adept at creating documentation and training materials to enhance user experiences and streamline processes.
Overview
9
9
years of professional experience
Work History
Applications Support Analyst
Impact Technology Recruiting
09.2025 - 04.2026
- Managed and maintained ticketing system using SolarWinds and FreshDesk to resolve user issues efficiently.
- Responded to product-related inquiries via Outlook email, contributing to user satisfaction and timely issue resolution.
- Created documentation for custom application and guided staff in its usage to enhance user experience.
- Remote into computers using GoToAssist
- Add or create users in Perdoo, SmartWebs, and IPS (Edenred)
- Create SharePoint pages for various HOA communities
- Create or update HOA letters in SmartWebs and VMS
- Assigned Asset tags to community users' laptops to prepare them to be Intune.
- Create spreadsheets for the Product Manager
IT Support Technician, former Help Desk Support Technician
Desert Heights Charter Schools
Glendale
12.2022 - 06.2025
- Provided comprehensive IT support in an Azure O365 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.
- Supported and administered network infrastructure, including switches, access points, and phone data via Meraki Dashboard.
- Provided hardware and software support for Windows 10/11, macOS, and Linux operating systems.
- Created and managed user accounts and permissions in Azure Active Directory on MS Server 2012.
- Executed PC refresh initiatives by efficiently setting up new computer equipment and reimaging multiple devices.
- Configured and managed VOIP phone systems (CIONow) to ensure seamless user assignment and unassignment.
- 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 via GoToResolve and ConnectWise.
- Created and maintained technical documentation and spreadsheets for effective inventory and tracking.
- Managed Google Chrome environments and supported Google Workspace Apps (Gmail, Slides, Sheets, Docs, Calendar).
- Delivered training to new IT employees and end-users on various systems and applications.
- Ensured compliance with student privacy laws and regulations, including FERPA and COPPA.
Administrative Assistant
Fourlane
Austin
09.2021 - 11.2022
- Supported Services Team by coordinating project management and administrative tasks to enhance team workflow.
- Schedule meetings and client-related engagements.
- Plan and organize internal client meetings.
- Attended meetings and recorded notes to ensure accurate documentation and follow-up.
- 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.
- Data entry on internal documents.
- Serve as an initial point of contact for clients.
- Communicate with Fourlane staff regarding projects and QC.
- Organized project QC using internal reports.
- Performed diverse administrative functions to meet business requirements.
Customer Service Representative 3
Yandy.com
Phoenix
06.2017 - 09.2021
- Provided client support via online chat, email, and phone using Zendesk.
- Conducted loss prevention by checking orders for fraudulent activity, reducing potential losses.
- Researched and flagged high-risk orders and locations, identifying patterns for potential fraud prevention.
- Maintained in-depth knowledge of products, services, and terms and conditions.
- Trained new associates and developed procedural documentation to streamline onboarding processes.
- Utilized Google Workspace Apps (Gmail, Slides, Sheets, Docs, Calendar) for communication and organization.
Education
Bachelor's - Science, Information Technology
University of Phoenix
Phoenix10-2024
Skills
- Application Support
- Technical Support
- Incident Management
- Remote Support Tools
- Ticketing System
- User Training
- Windows 10/11
- O365 Administration
- Mobile Device Management
- Device Management
- VPN
- MFA/2FA
- VoIP Support
- Technical Documentation
- Collaboration Tools
- Educational Software Support
- Azure Active Directory (AD)
- Meraki Dashboard (Switches, APs)
- Endpoint Protection
- Security Monitoring
- Systems & Network Monitoring
- Linux
- MS Server 2012
- Virtual Machines (VM)
- VMware
- WAN
- WLAN
- Automation Techniques
- Scripting Tools
- Database Management
- Network administration
- IT troubleshooting
- Troubleshooting Techniques
- Performance Monitoring
- PC Refresh
- System Configuration
- Hardware Setup
- Application Setup
- Application Integration
- Data Entry
- Inventory Management
- Time Management
- Client engagement
- Project coordination
- Process optimization
- Technical Education
- Effective communication
- Phone Etiquette
- Communication
- Problem-Solving
- Critical Thinking
- Detail-oriented
- AI Tool Familiarity
- Database Management report creation
- Coding Practices
- Customer Service
- Problem solving
- Ticketing systems
- Process optimization
- Technical Education
- Effective communication
- Problem solving
- Detail-oriented
- Database Management report creation
- Performance Monitoring
- Network administration
- Troubleshooting Techniques
- Coding Practices
References
- Mark Nunez, (623) 800-5909
- Michelle Robles, (623) 238-2451
- Percy Kincaid, (480) 516-7698
- Miguel Melo, (480) 239-5857
- Tommy Medford, (602) 502-8159
Awards
- University of Phoenix President's List
- University of Phoenix Dean's List (4)
Timeline
Applications Support Analyst
Impact Technology Recruiting
09.2025 - 04.2026
IT Support Technician, former Help Desk Support Technician
Desert Heights Charter Schools
12.2022 - 06.2025
Administrative Assistant
Fourlane
09.2021 - 11.2022
Customer Service Representative 3
Yandy.com
06.2017 - 09.2021
Bachelor's - Science, Information Technology
University of Phoenix