Osvaldo Rodríguez Solano

IT Support Specialist with 4+ years of experience providing remote and on-site enterprise technical support in global environments. Skilled in Level 1 and Level 2 support, endpoint administration, troubleshooting, ticket management, and user support operations. Experienced working with multinational companies, managing incidents under SLA standards, and collaborating with infrastructure, network, security, and server teams to ensure business continuity and service quality.

Strong hands-on experience supporting Windows environments, Microsoft 365, Active Directory, Intune, remote support tools, and enterprise collaboration technologies. Recognized for proactive problem-solving, ownership, communication skills, and ability to work effectively in fast-paced environments.

Specialist II, Analyst Digital End User Services - HARMAN

(2025-10 - 2026-02)

• Provide Level 1 and Level 2 remote and on-site support for enterprise users across Windows environments and business applications.
• Manage incidents and service requests end-to-end through Digital Hub and Zendesk, ensuring SLA compliance and accurate documentation.
• Support Microsoft Office 365, Outlook, Citrix access, VPN connectivity, and mobile device troubleshooting.
• Collaborate with Network, Security, Server, and Telephony teams to resolve escalated incidents and operational issues.
• Monitor critical production devices and infrastructure through SolarWinds to proactively reduce downtime.

Specialist IT End User Support - TATA CONSULTANCY SERVICES

(2023-09 - 2025-09)

• Delivered remote Level 2 end-user support for enterprise clients using ServiceNow and Ultimatix ticketing platforms.
• Maintained SLA compliance above 94% while managing incident queues, escalations, and priority-based support tasks.
• Supported Windows OS, Microsoft 365 applications, Active Directory accounts, Azure AD administration, and endpoint management solutions.
• Assisted users remotely through Microsoft Teams, TeamViewer, LogMeIn, and Google Chat.
• Participated in root cause analysis and major incident management with vendors and global support teams.

Desktop End User Support - TATA CONSULTANCY SERVICES

(2021-07 - 2023-09)

• Provided enterprise desktop and remote support for end users in corporate environments.
• Resolved incidents related to hardware, software, printers, Microsoft applications, VPN connectivity, and collaboration tools.
• Managed endpoint deployments and configurations using SCCM, Intune, MDT, and PDQ Deploy.
• Performed Active Directory user provisioning, access management, and compliance support.

Bachelor's Degree - Electronics Engineering - Instituto Tecnológico de México Campus Veracruz (2015 - 2020)