Rodney Powell

Relevant Work Experience

• IT Specialist
  JFrog - Atlanta, GA
  May 2022 to Present
  • Sole onsite contact for IT support
  • Admin for various platforms (Active Directory, Office 365, Google Workspace, etc.)
  • Videoconferencing equipment maintenance
  • Device provisioning / onboarding / offboarding
  • White Glove Executive Support
  • Technical training
  • Asset distribution, inventory, and procurement
  • Hardware and software support for local office, global, and remote employees
  • Monitoring network and user devices
  • Office Access control
  • Vendor account management
  • A/V equipment setup and maintenance


• Tier II Technical Support Representative
  Pearson - Remote
  April 2021 to May 2022
  • Sole onsite contact for IT support
  • Remotely address technical issues via inbound phone calls as well as webmail in Pearson Student Technical Support department
  • Worked independently and with a team to resolve various issues with hardware and software
  • Advised callers on the navigation and troubleshooting of Pearson Educations proprietary software platforms “Connexus” and “Buzz"
  • Maintained a high level of customer care through ownership, resolution, and follow-up for tickets
  • Performed light system administration duties through AD Manager including MEM setup and PW management
  • Orchestrated the escalation of tickets and technology repairs and replacements


• Help Desk Representative
  NCR Corporation - Remote
  November 2020 to April 2021
  • Remotely delivered solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated
  • Worked directly with the customer to understand the problem, and/or escalate problem to the next level following the documented Remote Incident Management Process
  • Performed Level I technical troubleshooting with end-users of PCs and retail point-of-sale devices
  • Generated daily and weekly incident reporting; Reviews incident history to determine recurring faults, provide technical phone support on Retail products, systems and various software products
  • Provided accurate and creative solutions to user problems of moderate nature to maximize product or system availability
  • Took ownership of service request from customers and ensured timely and satisfactory resolution of problems Escalate both internally and externally when required according to defined Escalation Paths, enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
  • Assisted in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner
  • Recorded information into the HDS (Help Desk Solution) system Document, verify and make appropriate corrections to the incident record and customer profile;Ensured thorough documentation of problem description and all subsequent activity; Wrote knowledge articles based on lessons learned in resolving customer issues Contribute as a team member
  • Maintained technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing


• Owner / Manager
  Rock Most Productions - Atlanta, GA
  January 2007 to March 2020
  • Corporate, Nightlife and Private event production and DJ services
  • Project Management / Client Relations
  • Technical consultation
  • Device provisioning / onboarding / offboarding
  • Equipment maintenance including PC & Mac computer
  • Wordpress website creation / management
  • Creator, Producer and Host of "The Get Right Mixshow" which is a weekly live video broadcast featuring music videos from several eras and genres of popular music mixed live by DJ Rock Most. Responsible for all aspects of show such as graphics, video, audio, live switching and performing DJ mix


• Owner
  Red Reign Entertainment and Studios - Atlanta, GA
  November 2001 to December 2006
  • Managed Recording Studio
  • Scheduled and conducted sessions
  • Invoicing clients
  • Produced, mixed and mastered music for recording artist, film, television and video games