Joel David Rocha

Hi, I'm Joel, an IT Support Engineer (Tier 2) with hands-on experience supporting Windows-based systems, diagnosing hardware and OS issues, and managing incidents through resolution or escalation. I specialize in incident lifecycle management, structured troubleshooting, and user-facing technical support in fast-paced environments. My background includes Windows OS support, BIOS/UEFI configuration, hardware diagnostics, networking fundamentals, and AV systems support. I’ve supported users as a first and second point of contact, documented and escalated complex issues through ticketing systems, and collaborated across technical and operational teams to maintain service continuity. From co-workers to family, you can be confident I can troubleshoot with efficiency and speed. I'm Bilingual (English / Spanish), with experience supporting healthcare, enterprise, and customer-facing environments requiring accuracy, documentation, and compliance (HIPAA-aware).