Open to opportunities

Garrett Rodriguez

@garrettrodriguez

Customer-focused IT Support Professional bridging complex systems and end users with calm, high-FCR remote troubleshooting.

United States

Message

What I'm looking for

I’m looking to deliver reliable, high first-call resolution support—guiding users through remote troubleshooting, maintaining SLA-compliant help desk operations, and improving network security and performance for small businesses or retail systems.

I’m a customer-focused IT Support Professional with over 10 years of experience specializing in high-volume phone support, remote troubleshooting, and help desk operations. I bridge the gap between complex technical systems and end-user needs, keeping first-call resolution high through clear communication and empathy.

As an Independent IT Consultant, I provide specialized remote and on-call support for residential and small business clients, diagnosing internet connectivity, software configuration, and operating system errors remotely. I also consult on network optimization and security to ensure stable connectivity and data integrity for end-users.

Previously, I supported heavy phone volumes for a national POS client base, using remote desktop diagnostics to resolve complex proprietary software issues. I’ve also led help desk support for internal store personnel, handled on-site installations when needed, and previously trained and mentored technicians while supporting Tier I to Tier II kiosk hardware/software escalations.

Experience

Work history, roles, and key accomplishments

Current

Independent IT Consultant

Current

Independent IT Consultant

Jul 2022 - Present (3 years 10 months)

Provided specialized remote and on-call technical support for residential and small business clients, diagnosing connectivity, software configuration, and operating system errors remotely. Consulted on network optimization and security to ensure stable connectivity and data integrity.

Remote Support Windows Support Network Troubleshooting Software Configuration Internet Connectivity Diagnostics

Remote POS Support Agent

Arrow POS

Sep 2021 - Apr 2022 (7 months)

Managed heavy inbound phone support for a national client base, resolving complex proprietary POS software issues. Used remote desktop utilities to diagnose and repair software conflicts while de-escalating frustrated customers and translating technical details into plain language.

POS Software Troubleshooting Windows Diagnostics Software Conflict Resolution

Help Desk & IT Technician

Family Express Corporation

Jan 2020 - May 2021 (1 year 4 months)

Served as the primary phone support contact for internal store personnel, maintaining high first-call resolution rates. Remotely troubleshot POS systems, networking equipment, and peripherals, and performed on-site installations and hardware swaps when remote resolution was not possible.

Help Desk Support First Call Resolution Network Troubleshooting On Site Hardware Swaps

Kiosk Support & Training

Redbox Automated Retail

Jul 2012 - Mar 2018 (5 years 8 months)

Developed phone and remote support training materials to standardize troubleshooting procedures across the help desk. Served as a Level II escalation point for complex kiosk hardware/software failures, mentoring Level I technicians and delivering high-volume Tier I phone support to maximize retail kiosk uptime.

Kiosk Hardware Support Technical Documentation Escalation Management