Challenge Yourself

Rodrigo Vizcarra

Springfield, VA

Senior IT Support Lead • Automation Support Specialist • Systems Administration • Vendor Management

• Critical thinking senior support specialist with over 20 years’ hands on experience in the information technology field.

• Expertise in strategic planning, vendor management and selection, client relationships, and supply chain management, fused with a deep operational and fundamental understanding of modern business.

• Emotionally intelligent leader that is well versed in the entire life cycle of IT management.

• Specialties: Problem solver, business process reengineering, print production management, team development and management, IT project management, senior and executive level technical support specialist, procurement and logistical support. Advanced printer/MFD technical support engineer.

Work Experience

Field Operations Manager - Mid-Atlantic Region

Ntiva, Inc.

Jul 2022 - Present

• Successfully managed resources for clients across diverse markets, including financial firms, defense, and non-profit organizations.

• Directed a high-performing team of 8-12 System Engineers and System Administrators, fostering a collaborative and innovative environment.

• Skillfully coordinated schedules for 3rd party resources, specifically Contract Field Technicians, optimizing operational efficiency.

• Effectively conducted employee reviews, provided leadership, and expertly resolved conflicts to maintain a harmonious and motivated workforce.

• Orchestrated training materials using a variety of methods available in the Microsoft O365 suite, such as SharePoint, Planner, Forms, and Power Apps, fostering continuous learning and skill development within the team.

• Conducted thorough research and testing of new emerging technologies, evaluating their potential benefits for the organization and making informed recommendations for strategic implementation.

• Provided exceptional technical support for escalated issues spanning a range of infrastructure types, encompassing hybrid setups, on-premises systems, end-of-life platforms, disaster recovery, and complex migrations.

• Conducted comprehensive infrastructure reviews, identifying areas for improvement, upgrades, and implementation of security hardening measures to ensure compliance with industry standards.

IT Support Specialist Lead

ICF International – Current Employer

Aug 2011 – Jun 2022

• Tier I/II/III/ level support for desktop and laptop issues, server related issues, incident resolution. 

• Collaborates with internal teams for complex issue resolution.

• Work with vendor to identify and resolve product bugs and initiate feature requests. 

• Provides dedicated advanced support to executive/VIP clients with specialized, non-standard technology needs.

• Provides training and support to end users on equipment operations and other issues.

• Produce and publish video training aids on technology tools available in the company.

• Business acquisition support, integration, and training.

• Developed, implemented and manage enterprise print services system serving 10,000 user base.

• Supports MDM management with JAMF, Intune. 

• Data capture and document automation engineer (Kofax Control Suite, OCR data extraction, data analytics reporting, power bi, Omnipage, O365 setup/ service maintenance, Azure cloud integrations).

• Provides support for disaster response management services with IT infrastructure planning, deployment and travel for onsite support.

• Manage projects related to equipment fleet modernization planning, deployment and support (Ricoh, Xerox, Kyocera, HP, etc.).

• Facilitated reduction in annual print operating costs from $1.5mil annually to less than $.5mil.

• Conducts regular vendor audits, equipment inventory audits, and overall end user experience improvements.

• Provides personnel training/ new hire orientation.

• Provide technical A/V support, conferencing and live event technical support.

Print Services Manager

American Automated Mailing & Printing

Sep 2009 – Jun 2010

• Managed print shop workflow

• Responsible for order processing, material ordering, product manufacture scheduling and product delivery.

• Managed printing, bindery and delivery personnel.

• Conducted preflight, proofing and file preparation for output.

• Developed and implemented new workflows to increase productivity and efficiency.

• Implemented a full transition from paper plates to digitally rendered silver plates for better quality and process improvement. 

• Implemented a process pipeline between departments to improve process workflows and order fulfillment. 

District Manager, Facilities Management Division

ABC Imaging, INC

Jul 2008 – Dec 2008

• Managed multiple print shop locations.

• Coordinated logistical support for installation of new print centers in customer locations.

• Managed helpdesk, color specialty and facility management support personnel.

• Performed recruitment, training and personnel performance reviews.

• Created installation time standards eliminating inefficiencies when deploying new client sites. 

• Acted as main liaison between clients and ABC Imaging’s Facilities Management Division. 

• Provided technical support for networking, print equipment, account tracking software. 

• Managed a team of 12-15 employees.

Director, Fulfillment Operations

Triad Communication

Apr 2007 – Jun 2008

• Increased order productivity and efficiency from 4 orders per hour to 25 orders per hour by completely restructuring order processing in less than three months.

• Instituted reporting system from scratch cutting reporting cycle time from 5 to 10 business days to a few hours. 

• Developed and implemented nonexistent vendor inventory audit procedures from ground up to further improve communications lines with client. 

• Managed a team of 40+ employees. 

• Transitioned the entire program from physical plant with order fulfillment division to an online resource portal. 

Designed and implemented reporting system from scratch Fulfillment Center faced a communications problem with project/ account manager levels. I developed a network of reporting mechanisms that in turn were used by project/ account managers to properly communicate with client about status on fulfillment activity. The communication improvement between operations and project/ account manager levels greatly improved reporting to client on fulfillment activity, minimizing client wait time for reports to just a few hours.

Team Lead – Bindery & Mail Services

Allegra Print & Imaging

Feb 2003 – Sep 2006

• Independently developed, implemented and managed the Mailing Services Division (MSD), improving company profitability in just 90 days 

• Developed the use of Variable Data Print (VDP) to improve the production of digital printed mailings, minimizing process time from a 2-day turnaround to a few hours. 

• Employed strong quality control skills to inspect jobs and develop processes to improve productivity and production quality. 

Designed mailing services from scratch. Approached by owner to develop a Mailing Services Division (MSD) to increase revenue and expand our line of services. Consulted with local USPS office and developed a timeline with training seminars and vendor selection for obtaining the necessary equipment to launch the MSD. Over the course of 90 days and the MSD was fully operational and became one of the most profitable departments in the company. This department expanded from mailing 5,000 mail pieces a month to close to 150,000.

Pre-Press Coordinator

Triad Printing Company

Jan 2002 – Mar 2003

• Introduced user friendly MAC/PC networking to department sealing communication barriers between CSRs, Owner, Prepress and output mechanisms 

• Developed processes and procedures for prepress and copy departments improving job turnaround from 5 to 2 days.

• Introduced customer relations system by developing phone answering procedures, email signatures, designing order form mechanisms to improve overall company identity.

Additional Skills

• Additional specialty areas include open-source system administration for orchestration, deployment and monitoring. These systems include but not limited to:

• Virtualization and containerization environments using Docker, Portainer, Rancher, Harvester, ProxMox, ESXI, Virtual Box, KVM, Linux distributions (Ubuntu, Debian, RaspiOS, Kali Linux, Arch, many more).

• Automation projects with IP video surveillance systems, Zabbix network monitor, NGINX Proxy Manager, web app security, Nextcloud, TrueNAS, Linux-Turnkey apps, NGINX server, Apache server, Ansible.

• Network simulation labs using: Cisco packet tracer, GNS3, EVE-NG. and live Cisco Hardware (hands on).

• Vulnerability, exploit and penetration labs on IOT devices, network/USB connected printers/imaging devices and Linux, OSX(MAC), Windows, Android clients and servers.

Resume