Rodolfo Agnabo Jr.

Provided Tier 1 and 2 technical support for business clients, resolving issues related to networking, hardware, software, and email configurations.

Complied with systems procedures, business processes and company policies to promote workplace safety and quality.

Analyzed and evaluated operational issues and determined cost-effective solutions.

Collaborated with operations team to provide excellent customer service and foster positive work environment.

Maintained well-organized electronic copy files to support business processes. 24/7 shifting schedule.

Remotely connected through Internet. The Infrastructure & Operations support analyst will remotely monitor, respond, escalate, report, and record infrastructure and operations equipment and resources status and availability.

Diagnosed and resolved technical issues related to Windows Server, Active Directory, and Office 365.

Monitored and maintained system backups and disaster recovery plans for clients, ensuring quick restoration of critical systems during outages.

Deployed and configured desktop computers, laptops, and mobile devices as part of onboarding processes for clients.

Contributed to regular updates of standard operating procedures (SOPs) and technical manuals to ensure consistent service delivery.

Collaborated with third-party vendors and internal teams to resolve complex hardware issues.

Maintained documentation for all client systems, processes, and incidents for easy reference and compliance purposes.

Installed, optimized, and configured computer hardware, software, systems, networks, printers, and scanners. Monitored and maintained LAN/WAN and telecom systems.

Responded promptly to service issues and requests. Provided technical support across the region. Assisted end users through a series of actions, either face-to-face or via phone/internet, to resolve system issues (ServiceNow).

Provided support, including procedural documentation and relevant reports. Supported the rollout of new applications, group policies, and deployments.

Generated reports and deployments through PDQ Enterprise. Remediated enterprise antivirus, OS patches, and computer vulnerabilities (McAfee DLP/Windows Defender).

Updated and maintained the Windows Deployment Services server monthly.

Completed and updated asset management tasks, including preventive maintenance and tech refresh checks.

Provided remote assistance to various lines of business to maintain end-users' computer systems.

Assisted in project launches, conducted testing, and implemented newly created accounts.

Handled security incident reports and conducted investigations involving end users.

Supervised, guided, and trained new network associates and administrators.

Commissioned and maintained infrastructure networks, business, and infrastructure systems to meet business requirements.

Ensured optimum network performance and maximum uptime for continual business operations.

Upheld IT security policies and enforced preventive measures.

Prevented unauthorized access, mitigated risks, and protected against malicious attacks.

Provided standard guidelines and escalated issues to overseas partner offices for designing, administering, and maintaining infrastructure network systems in respective data centers or computer rooms.

Recognized and acted on escalation and de-escalation procedures for critical and urgent cases, following designated protocols.

Acted as a member or co-project lead on assigned projects.

Delivered weekly/monthly status reports on work progress.

Provided customers with the product information they needed.

Directed customers to the appropriate departments.

Explained product features and warranty agreements.

Demonstrated product functionality upon customer request.

Informed customers about daily deals and promotions.

Ensured all products were well-stocked and easily accessible.

Assisted customers by retrieving products that were hard to reach.

Offered detailed information on each product and any associated discounts.

Maintained a clean work area and aisles, and ensured shelves were properly dusted.

Responded resourcefully to customer requests and concerns.

Handled cashier duties by processing cash or credit card payments for goods sold.

Managed product returns and exchanges efficiently.

Ensured timely delivery of purchased items to customers.

Reserved products for online orders.

Managed anti-collision, shock, and vibration procedures.

Arranged Aramco ID applications according to each engineer’s requirements for specific rigs or locations.

Booked H2S and HUET training sessions, as well as flights for engineers attending training at SLC (Sugar Land Learning Center) and MLC (Middle East Learning Center).

Coordinated transportation arrangements with ETC (Employees Transport Center) for engineers’ arrivals and departures from their accommodations to the airport.

Acquired operational movement plans from Field Service Managers (FSMs) for engineers traveling between rigs.

Maintained and updated records of each engineer's passport, visa, and Iqama.

Conducted daily checks of morning reports regarding operating hours.

Was in charge of creating daily activity forecasts and ensuring the robustness of forecasts against operational fluctuations. Designed, maintained, and analyzed daily data, while communicating with truck drivers and coordinating the Operations Planning process with respective requester associates and regional managers.

Maintained and updated records of truck/driver operation documents (iqama/identification, istimara/registration, driver’s license, and driver’s passport) to ensure compliance with proper Standard Operating Procedures (S.O.P.) and work instructions.

Communicated newly developed processes and procedures to respective segments, requesters, and segment managers, and followed up on their implementation.

Led the preparation of daily operations plans, coordinated and updated online reports, and managed training events.

Tracked and updated operational developments and training for the department.

Participated in operational meetings and other necessary discussions, providing assistance as appropriate. Served as the point of contact for segment requesters, receivers, and truck drivers.

Had one year of experience as a Safety Officer before truck mobilization.

Conducted risk assessments before performing critical and hazardous tasks involving team leaders and supervisors.

Implemented HSEMS, transportation safety, PTWS, and other company-legislated rules.

Reviewed safety manuals to update safe practices, emergency plans, procedures, and crisis management strategies, incorporating statutory requirements and recognized international standards.

Demonstrated well-rounded interpersonal skills and effectively engaged with senior officials in various environments.

Proven management skills and adaptability in a multi-racial environment.

Managed and processed monthly payroll for personnel deployed across various segments, ensuring accurate compensation and timely disbursement.

Updated and maintained personnel records, including passports, iqamas, and other relevant documentation, ensuring compliance with local regulations and company policies.