Technical Support Customer Service

Frank Rodriguez

**** ******* **. ***.*** Houston, TX 77096 Cell: 832-***-**** *****.***********@***.***

HELPDESK ANALYST / INFORMATION TECHNOLOGY / CONSULTING

Dedicated IT professional, acknowledged for well-defined understanding of the business-technology interface and capacity to identify and align clients’ emerging needs with customized management solutions and services. Successful and diverse background spanning technical consulting, operational excellence, service delivery, and B2B disciplines. Experience troubleshooting systems issues, providing user training, and serving as a Systems Administrator for network and database applications. Core strengths include:

User / Technical Support

Problem Solving / Resolutions

Client Relationship Management

Productivity Optimization

Technology Solutions / Consulting

Project Planning / Execution

Training / Development

Network Design / Installation

Quality Assurance / Control

Performance Management

Multilevel Communications

Server Security Configuration

Summary Of Qualifications

Provided consulting, leadership, strategy, and structure for the organization; handled 60+ various technical support calls on a daily basis; reset user passwords and company specific applications.

Delivered implementation, maintenance, troubleshooting, and upgrading networks servicing a wide variety of clients; rapidly migrated 80+ machines from XP to WIN 7 for office / home users.

Administered and installed virtualization and storage systems, network infrastructures upgrades, rebuilds, server installation and desktop remediation; achieved outstanding customer support.

Implemented system that improved reliability and efficiency; identified and corrected risks that ensured compliance with policies and procedures. Troubleshot Lotus Notes / Lotus iNotes.

Served as primary point of contact in charge of coordinating procedures directly impacting the stability of operations; gained business training and met company standards.

Responsible for efficient operation of all local and wide area networks, including XP, Windows servers; reshaped existing network structure to integrate Windows 7 with Microsoft Network.

Provided development, and implementation of recommendations for managing efficient flow of traffic on networks; exposed to Novell Zenworks, SAP system, and RSA system for VPN password resets.

Obtained distinction as a superior IT expert, accomplished effective consultative management skills and maintained excellent relationships with clients. Implemented new technology.

Ensured that lines of communication critical in addressing myriad issues were immediately addressed

Procured hardware / software and executed system monitoring solutions; applied QC procedures.

Professional Work Experience

Helpdesk Analyst, Hess Corp., Houston, TX

Helpdesk Analyst, Sava Senior Care, Houston, TX

2014 - Present

2013 – 2014

Level 1 Technical Support Analyst, Waste Management, Houston, TX

2011 – 2013

Level 1 Technical Support Analyst, Sysco Foods, Houston, TX

2011 – 2011

Level 1 Technical Support Analyst, Compucom, Houston, TX

2007 – 2011

Level 1 Technical Support Analyst, Halliburton, Houston, TX

2007 – 2007

Level 1 Technical Support Analyst, Sealed Air Corp., Duncan, SC

2006 – 2006

Senior Customer Service Representative, Verizon Wireless, Houston, TX

2002 – 2006

Education

Programming, C++ & Visual Basic Programming, ITT Technical School, Houston, TX, 2003

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