Aaron Rodriguez

Associate Technical Support

West Covina, CAaaronsrodriguez@icloud.com(323) 383-5953

Target: Associate Technical Support - Panda Restaurant Group, Rosemead, CA (hybrid) - Job ID P1-6467622-1

Summary

Service desk technician supporting more than 5,000 users across NASA's Jet Propulsion Laboratory, Goddard Space Flight Center, and Deep Space Network complexes under ITIL-aligned SLAs. Earlier retail point-of-sale experience at Journeys Kidz gives a first-hand read on frontline restaurant and retail workflows. Pairs enterprise support discipline with empathy for the people answering the ticket.

Core Competencies

Active Directory, Microsoft 365 Intune, DHCP, BitLocker, BeyondTrust, incident and request management, ITIL principles, remote support (TeamViewer), Google Workspace, Windows, knowledge-base documentation.

Experience

Tier 1 Service Desk Technician - NASA Jet Propulsion Laboratory, Pasadena, CA

Aug 2023 - Present

Provide remote support to a 5,000+ user base spanning JPL campus, Goddard Space Flight Center, and Deep Space Network complexes (Goldstone, Madrid, Canberra).
Triage incidents and service requests with active listening and structured root-cause diagnosis, prioritizing and escalating under strict SLA adherence aligned with ITIL principles.
Resolve and manage issues across Active Directory, Microsoft 365 Intune, DHCP, BitLocker, and BeyondTrust, including multi-site escalations.

Technical Support - Launch Tech USA, Remote

Sep 2022 - Aug 2023

Supported hardware and diagnostic tooling, troubleshooting remotely via TeamViewer across Windows and Google Workspace environments.
Authored and maintained knowledge-base documentation to make repeatable fixes faster for the whole team.

Sales Associate - Journeys Kidz

Oct 2017 - Sep 2019

Ran multi-function point-of-sale operations and inventory in a busy retail store, processing sales accurately during peak traffic.

Youth Online Promotion Specialist - Q Chat Space, Remote

Jan 2020 - Jan 2022

Coordinated a youth program's online promotion and scheduling, keeping digital outreach consistent and on time.

Education

B.A. Computer Science - University of Redlands

Redlands, CA

Aug 2019 - Apr 2023

Minor in Spanish; Minor in Women's, Gender, and Sexuality Studies.

Aaron Sebastian Rodriguez

West Covina, CAaaronsrodriguez@icloud.com(323) 383-5953

October 19, 2026

Hiring Team
Panda Restaurant Group
Rosemead, CA

Re: Associate Technical Support - Panda Restaurant Group, Rosemead, CA (hybrid) - Job ID P1-6467622-1

Dear Hiring Team,

I'm writing to apply for the Associate Technical Support position at Panda Restaurant Group in Rosemead, California (Job ID P1-6467622-1). I'm a service desk technician with a B.A. in Computer Science from the University of Redlands, and my background spans enterprise IT support and retail point-of-sale operations, a combination built for supporting restaurant and retail frontline associates.

For the past three years I've worked as a Tier 1 Service Desk Technician at NASA's Jet Propulsion Laboratory, providing remote support to more than 5,000 users across the JPL campus, Goddard Space Flight Center, and the Deep Space Network complexes in Goldstone, Madrid, and Canberra. I log, prioritize, and escalate incidents and service requests under strict ITIL-aligned SLAs, and I document resolutions so the next person can move faster. I'm ready to support associates over the phone, by email, and through chat, and I treat accurate logging and clear hand-offs as the core of the work.

Before that, I worked on the retail floor at Journeys Kidz, running point-of-sale operations, managing inventory, and troubleshooting at the register while a line formed. That experience matters for a support role at a company like Panda: I know what it's like to be the person on their feet helping customers, which makes me patient and practical with the associates I'd support. When a store-side issue comes in, I understand the pressure behind it and work to keep impact low and communication clear.

I meet the required Computer Science degree and I'm ready to contribute to prioritization, escalation, and knowledge-base documentation from day one. I'd welcome the chance to support Panda's team across its locations from the Rosemead office on a hybrid schedule.

Thank you for your time and consideration. I'd be glad to share more about how my service desk and retail experience can support your team.

Sincerely,

Aaron Sebastian Rodriguez