Service Training

MARTIN A. RODRIGUEZ

Address: ***** ** ** *****, *****, FL. 33190

Phone: 305-***-****

e-mail: **********@*******.***

PROFILE SUMMARY

Extensive and successful experience working through Help Desk with IT Service

Management best practices, strong organization and problem solving skills,

multi-tasking and technical hands-on experience.

Areas of expertise:

-Worked with bilingual/Spanish IT staff displaying exceptional mentoring

capabilities.

-Detailed oriented analyzing and solving problems and time sensitive issues.

-Solid decision making capabilities, focused in quality and continual service

improvement.

-Experienced analyzing, documenting and implementing procedures to improve

user/client satisfaction and team efficiency.

-Exceptional communication skills, proficient trainer for technical and

non-technical users

Experience

IT PROFESSIONAL ADVISOR SELF EMPLOYED

January 2009 - Present

Currently working as IT Advisor for home-office users and small businesses.

Guidance on HW and SW purchases, configurations, setting up home networking

equipment and phones, computers, hardware repairs, graphics, audio and video,

software and peripherals installation, troubleshooting and basic computer

training.

Technical Support Manager INTERMEX WIRE TRANSFER, LLC.

March 2003 - Dec 2008

Responded to technological needs from customers and internal users in the Service

Desk; analyzed requests and metrics and developed ways to produce and share

information helping managers' team to optimize decision making processes and

improve customer satisfaction.

Worked directly on user's requests, hardware, software and networking

installations or repairs throughout the company's building.

Maintained Active Directory of users, e-mail accounts, phone system, security

accesses databases and hardware/software asset management.

Served as 24/7 support for local and remote Service Desk technicians and resolved

critical issues in a timely manner. Escalate and collaborate with software and

network engineers accordingly.

Designed, implemented and maintained procedures to handle service lifecycle and

align with business objectives. Defined incident and problem management,

documentation, knowledge base, escalation and change management processes and

improved department's organization and efficiency.

Applying ITIL principles; incorporated a set of monitoring tools, processes and

procedures to measure department's performance and level of service, analyzing

trends and improving reports. Established priorities, optimized staff schedule

and use of resources improving response time and user satisfaction reaching

targeted objectives on service quality enhancement.

According with trends, customers' needs and company's development plan; organized

and performed sales reps initial and annual training, technicians' continuous

learning, evaluations and periodical reviews, encouraging skills development.

Also in charge of end-user systems documentation.

Analyze KPIs and other data sources to design and implement service improvement

projects. Collaborate and support IT division and organizational projects.

Improved and optimized communication between the team and other departments,

clients, service providers and business partners; keeping strong knowledge of the

company's products and operations.

Analyzed departments' needs, suggested acquisitions or implementations and

interact with vendors and service providers for hardware and software purchases,

electrical, networking and telephony needs.

Implemented and controlled procedures and production line in work orders on

equipment preparation, repairs, setup and shipment to associated agencies and

company's remote users.

Developed workflows to standardize procedures and case management needs for

Marketing, HR, Compliance and Accounting departments.

Training Consultant GLOBAL TRAINING SOLUTIONS

2002-2003

Establish, develop and maintain business relationships with corporations by

consulting to help head managers in accomplishing company's computer training

goals for departments and employees.

Service Technician HEALTH CARE DIAGNOSTICS, INC

2001-2002

Instructed elderly and hospice patients, setting up home medical equipment.

Performed installations, over the phone support, on-site repairs, troubleshooting

and maintenance.

Technical Support Representative INTERMEX WIRE TRANSFERS, INC

2000-2001

Managed money transfer process in nationwide computer network for customers and

internal staff providing hardware and software support on site and over the phone

attending incoming calls, e-mails and verbal requests. Performed troubleshooting

and repairs in computer network systems.

Education

B. S. Computer Systems Engineering

1998

Politecnico Grancolombiano University

Minor: Auditing

A. S. Technology Systems Administration and Computer Science 1993

Politecnico Grancolombiano University

SPECIALIZED TRAINING

Sales, Training and Productivity Seminar

1997

Hewlett Packard Colombia

SKILLS

Software: Microsoft Office, Active Directory, Norton Ghost, Remote

desktop/terminal services, Serena Team Track ITIL principles and Microsoft

Windows (2000, XP, Vista, 7, Server), and FlowCharter.

Hardware knowledge, peripherals, graphic accessories, storage devices of all

major brands.

Languages: Spanish Educated native speaker/writer/editor.

High leadership capacity, communication skills and commitment.

Compromised with quality and continual improvement.

references available upon request

Contact this candidate