Osvaldo Rodriguez

I’m an IT Support Specialist with 4+ years of experience delivering remote and on-site enterprise technical support in global environments. I provide Level 1 and Level 2 support, manage incidents through ITSM ticketing workflows, and support users to keep services running reliably.

At TATA CONSULTANCY SERVICES, I delivered remote Level 2 end-user support using ServiceNow and Ultimatix, maintaining SLA compliance above 94% while managing incident queues, escalations, and priority-based tasks. I supported Windows OS, Microsoft 365 applications, Active Directory accounts, Azure AD administration, and endpoint management solutions, collaborating on root cause analysis and major incident management with vendors and global teams.

In my current role at HARMAN as Specialist II, Analyst Digital End User Services, I provide Level 1 and Level 2 remote and on-site support across enterprise Windows environments and business applications. I manage incidents and service requests end-to-end through Digital Hub and Zendesk, support Microsoft Office 365, Outlook, Citrix access, VPN connectivity, and mobile device troubleshooting, and coordinate with Network, Security, Server, and Telephony teams to resolve escalated issues.

I’m hands-on with endpoint administration and security tooling, including Intune, SCCM, Active Directory, and Microsoft 365, and I use monitoring tools like SolarWinds to reduce downtime. I’m known for proactive problem-solving, strong ownership and communication, and the ability to perform in fast-paced environments with consistent documentation and continuous learning.