Mauricio Rodríguez Rodríguez
Computer Science Engineer/ Technical Support
Grecia,Alajuela
Summary
Skilled Technical Support Engineer experienced in resolving issues with computer systems, mobile devices, and peripherals. Knowledgeable in security standards and usability optimization, and capable of independently troubleshooting and resolving concerns.
Overview
2025
2025
years of professional experience
2021
2021
years of post-secondary education
2
2
Languages
Work History
Technical Support Analyst
Cirtec Medical
5 2022 - Current
- Maintained detailed records of client interactions to track issue resolution progress accurately.
- Provided support for all company programs and configurations.
- Set up and delivered laptops and desktops for new users.
- Offered remote assistance to customers for software and hardware issues, minimizing downtime.
- Participated in regular team meetings to discuss ongoing cases, share updates, and identify collaboration opportunities
IT Support Associate II
Amazon
12.2020 - 04.2022
- Provide remote technical support to all company users as needed, addressing issues related to application and operating system configuration, installation, and modification.
- Assist users on Windows and iOS platforms, including password resets, account unlocks, and access to mailboxes and email lists via Exchange.
- When necessary, access users' computers remotely to offer support through calls and chats.
- Stay updated on the latest technological advancements and system updates to provide informed and effective support, helping users navigate changes seamlessly.
- Maintain confidentiality and security of user data and company information, adhering to established protocols and guidelines in all support interactions.
Senior Technical Support On Site
HCL (Moog)
01.2020 - 12.2020
- Provide technical support to users on the Moog Site, assisting with all computer programs and applications.
- Configure laptops and desktops for new users or devices, offering both face-to-face and remote support.
- Handle configuration, installation, and procedures necessary to resolve issues.
- Enhance customer satisfaction by promptly and efficiently addressing complex technical problems.
Senior Technical Support
IADB
09.2017 - 01.2020
- Support users from the Bank with technical assistance for program and app installation and configuration on computers.
- Facilitate access to company websites and shared drives.
- Reset unlocked user IDs via Active Directory.
- Improve customer satisfaction by promptly resolving complex technical issues.
- Act as an escalation point for high-priority cases, ensuring timely resolutions and fostering strong relationships with key clients.
- Consistently exceed support performance metrics and rank among the top performers in the team.
IT Department On Site Support
AstraZeneca
06.2016 - 09.2017
- I support the Veeva App for Sales Force, handling configuration, installation, performance issues, and access-related problems.
- I manage access through Active Directory, reset passwords, and configure new representative devices (iPhone, iPad, and PC).
- I also provide access to specific company links and websites, and assist with AirWatch installation and device configuration.
- Developed strong relationships with clients to understand their needs, resulting in improved project outcomes and customer retention rates.
- Mentored junior staff for professional growth, fostering a positive work environment, and enhancing overall team performance.
Technical Support
Roimax
01.2016 - 06.2016
- Provide technical support for customers in the USA and Canada, troubleshooting installation, configuration, and other issues with Windows and Apple computers.
- Verify agents' sessions before contacting customers to inform them that services have been completed.
- Send session details to the Tech Support Agent to initiate issue resolution, and create reports of all sessions during the shift for the Management Team.
- Provided technical support to end-users, resolving issues promptly while enhancing customer satisfaction.
Data Center Analyst
GSK
05.2015 - 11.2015
- Support servers for the company in the USA and UK, manage server alerts, and follow procedures to resolve issues.
- Generate daily infrastructure reports for the Server Network to send to management.
- Develop or update processes and Knowledge Base resources for the company.
- Conducted regular audits of hardware and software inventory, keeping systems up-to-date and compliant with industry standards.
Technical Support
Teleperformance
04.2014 - 05.2015
- Served as Technical Support at the Microsoft Answer Desk, assisting home users in the USA and Canada.
- Delivered support via phone, chat, email, and remote access to resolve installation, configuration, and application setup issues for Windows XP through Windows 10.
- Enhanced customer satisfaction by promptly addressing end-user technical issues.
- Provided technical support to end-users, resolving issues promptly while enhancing customer satisfaction.
Dispatch Team
Hewlett Packard Costa Rica
05.2010 - 10.2013
- I began as a Dispatch Agent for the Mission Critical team, where I assigned cases to Engineers based on their skills and availability.
- Later, I trained new hires, facilitating their knowledge transfer for company duties.
- In my role as Duty Monitor, I assigned tasks to agents, generated activity reports for each shift, and managed escalations and daily issues, passing relevant information to the next shift. I also provided feedback to agents and updated processes as necessary.
Assistant Supervisor
Aegis People Support
04.2009 - 12.2009
- I worked as a customer service agent. Additionally, I was trained for assistant supervision. When the agents need help or the supervisor was busy, I was the one who helped.
- I was trained by my supervisor with all the tools available to make the reports and help any agent that needs it.
Education
Azure Fundamentals -
Virtual Learning Academy
ITIL Foundations - undefined
People Cert
Technical - Windows Servers
Incecom
Technical Support - Computers
IPEC
Computer Engineering - undefined
Universidad Central
01.2012 - 12.2012
English Advance III - undefined
FUNDATEC
English Advance II - undefined
FUNDATEC
English Advance I - undefined
FUNDATEC
English Advance Course - undefined
I.N.A.
English for conversation I and II - undefined
I.N.A.
Technical Support - Computers
Tecnocom
Skills
Dynamic
Conversational English
Initiative Personality
Mix and communicative naturally with all age groups
Experience with personal in charge
Fully proficient in Microsoft Office
Technical Support knowledge
Help Desk experience
IT Support
Installation
Configuration
Windows
Linux
Apple
iPhones
iPads
Remote Support
Application installations
Customer Support
ITIL Knowledge
Incident Management
Application support
On-Site Technical Support
Operating systems
Ticketing systems
Troubleshooting and diagnostics
Customer Service
Ticket management
Technical issues analysis
Desktop support
Service support
Issue Troubleshooting
Hardware diagnostics
Skills
Dynamic, Conversational English, Initiative Personality, Mix and communicative naturally with all age groups, Experience with personal in charge, Fully proficient in Microsoft Office, Technical Support knowledge, Help Desk experience, IT Support, Installation, configuration on Windows, Linux, Apple, iPhones, iPads
Americanvisa
until 2033
Projects
In the past in charge of the assign of the License for the users on the Exchange online, I have the access to the website where I can the admin credentials in order to make that kind of changes. I was member of the team who verify the members of the Email Distribution List in order to update the list and add or remove members in order to send information to the right people.
Personal Information
- ID Number: 2-595-973
- Marital Status: Married
Timeline
IT Support Associate II
Amazon
12.2020 - 04.2022
Senior Technical Support On Site
HCL (Moog)
01.2020 - 12.2020
Senior Technical Support
IADB
09.2017 - 01.2020
IT Department On Site Support
AstraZeneca
06.2016 - 09.2017
Technical Support
Roimax
01.2016 - 06.2016
Data Center Analyst
GSK
05.2015 - 11.2015
Technical Support
Teleperformance
04.2014 - 05.2015
Computer Engineering - undefined
Universidad Central
01.2012 - 12.2012
Dispatch Team
Hewlett Packard Costa Rica
05.2010 - 10.2013
Assistant Supervisor
Aegis People Support
04.2009 - 12.2009
ITIL Foundations - undefined
People Cert
Technical - Windows Servers
Incecom
Technical Support - Computers
IPEC
English Advance III - undefined
FUNDATEC
English Advance II - undefined
FUNDATEC
English Advance I - undefined
FUNDATEC
English Advance Course - undefined
I.N.A.
English for conversation I and II - undefined
I.N.A.
Technical Support - Computers
Tecnocom
Technical Support Analyst
Cirtec Medical
5 2022 - Current
Azure Fundamentals -
Virtual Learning Academy
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