Rudy Rosales

With a fervent dedication to the field of technology, I bring over 16 years of hands-on expertise in IT Technical Support & Service Desk . My proficiency spans critical OS such as Windows and Mac OS, tools as Active Directory, Office 365, antiviruses, and intricate migration processes. I am deeply committed to delivering top-notch support solutions that bolster team capabilities and enhance organizational efficiency. As a professional with a strong orientation towards Technical Support and a solid background in computer science, I possess exceptional communication skills, am highly organized, and have a keen understanding of both troubleshooting and technical consulting.

Remote Desktop Technical Support

• Provided expert guidance to staff on IT query resolution and recommendations.
• Efficiently logged and managed support requests.
• Determined optimal solutions for IT support delivery.
• Conducted regular maintenance checks on IT installations.
• Updated computer operating systems and critical software routinely.
• Justified and documented hardware and software procurement and upgrades.
• Facilitated training sessions for staff on new software, applications, and hardware utilization.
• Managed IT support requests & aid delivery
• Delivered prompt and effective IT assistance as required

Second Level Technical Support

• Delivered exceptional Second Level Technical Support to Microsoft employees through DXC, consistently achieving a CSAT rating over 90%.
• Expertly resolved network connectivity issues across various devices (desktops, laptops, phones, tablets, mobiles, and printers) for LAN, WAN, and wireless connections.
• Facilitated seamless Windows 10 to Windows 11 migration projects, Office 365 cloud transitions, and BYOPC deployments, ensuring smooth cloud infrastructure integration.
• Simplified complex technical concepts for Microsoft employees, focusing on AAD Joins, Azure processes, Office 365, and In-tune procedures with top-tier service quality.
• Provided robust support for Windows OS and Virtual Desktop connectivity, serving Microsoft contractors and IT infrastructure support teams.
• Supported Microsoft's 2FA and access management, bolstering security and user access
• Facilitated smooth Windows 10 to 11 migrations, Office 365 cloud transitions for Microsoft

IT Technical Lead

• Spearheaded IT team management and streamlined daily operations, aligning with organizational goals.
• Executed full-cycle recruitment processes, from crafting job descriptions to onboarding top-tier tech talent.
• Facilitated effective communication channels between senior leadership and IT staff.
• Proactively identified and implemented software and system enhancements to drive technological advancement.
• Collaborated with the IT Technical team to configure networks and devices, including OS installations, re-imaging, and patch management, leveraging Microsoft tools.
• Enhanced team versatility and performance through cross-training initiatives, aligning with overarching company objectives.
• Upgraded software/systems, enforced IT policies, and ensured high-quality service delivery

• Cyber Security Analyst for Small Business. Elev8         

Instituto Nacional de Aprendizaje – Elev8                                  2023

• Business Administration.

Universidad Castro Carazo – Currently                                      2020 - 2024

• Cisco Networking (CCNA 1 & CCNA 2).

Tecnológico de Costa Rica                                                         2010

•  Systems Engineering.

Universidad Autónoma de Centro América (98% completed)     2005