Byron Rodriguez

239-***-**** • aczdoe@r.postjobfree.com

Summary of Qualifications

Proficient in solving technology issues. Experienced conducting IT business analysis and supporting multiple business applications and hardware. Highly organized technician/analyst with advanced information systems education and over 10 years of experience in information technology roles including Technical Support, Technical Training and Project Management in an enterprise environment.

Professional Experience

Technician at StatesideBPO

May 2016 - Present

Supported SSBPO agents on technical issues by troubleshooting software and connectivity issues. Developed technical and functional expertise in all SSBPO work tools by configuring, setting up, and debugging PC based and Web based systems. Resolved agents' issues in a timely manner by performing research,local testing, or by directing the agents to the applicable documentation.

Key Achievements

● Documented known issues/fixes/workarounds in ticket system.

● Desktop support, PC migrations, O365, Exchange email account setup and migrations.

● Worked under little or no supervision able to follow through and complete projects.

Data Integration Specialist at Robert Half, Inc.

October 2015 - February 2016

Data Integration Specialist

In charge of running daily and monthly financial reports for managers and supervisors to identify trends. Manipulated data from different sources by managing existing SSIS solutions and modified queries as needed.

Key Achievements

● Created SSIS packages to gather data for new reports.

● Developed reporting solutions to business needs utilizing Excel and Reporting Services.

● Created WPF application with MS SQL server’s’ backend utilizing Store Procedures and SQL scripts.

SalusCare

September 2013 – February 2016

Report Writer

Analyzed data and produced custom reports from clinical applications. Collected data

according to management needs to support analysis of statistics and other metrics.

Key Achievements

● Implemented strategies that helped improve business processes.

● Developed custom application to streamline data collection and reporting that cut the processing time 60%.

● Promoted proactive and positive interaction between IT, user community, and outside

vendors.

Played pivotal role in deploying and maintaining SharePoint 2013 Intranet solution to support

office automations. Developed business workflows, and created official electronic forms,

electronic document libraries, and reports . Trained 300+ employees in the use VOIP

Telephones, MS Lync and MS Outlook communication software.

SalusCare

January 2013 – September 2013

Help Desk Technician

Worked with IT team to help in the planning, installation and maintenance of software and

hardware to streamline a merger of two behavioral health companies.

Key Achievements

● Managed IT help desk to support and train 500+ users in 7 different locations.

● Analyzed and recommended support ticket system to better manage IT support.

CyberSunshine.com

April 2006 – April 2007

Web Developer

Created tools and Web application for Real Estate Web site and technology firm. Identified

end user requirements before coding custom web applications for collecting, reporting and

analyzing Real Estate data. Created strategies for improving data acquisition and recovery.

Key Achievements:

● Worked with clients to build, and implement web applications.

● Executed and prioritized development tasks in a timely manner.

● Worked with designers and other IT vendors to meet customers needs.

● Helped maintained over than 200 Web applications.

● Setup data synchronization with Real Estate Data Exchange.

● Communicated and interacted at all levels to effectively execute and prioritize tasks.

Sony Electronics

January 2000 – January 2006

Business Applications Analyst

Provided broad range of technical services to both internal and external customers at Sony's

HQ for North American consumer, entertainment, and computer electronics distribution lines.

Designed and coded web applications after studying business functions, gathering information

and evaluating output requirements. Wrote and produced technical articles and solutions for

the company's support Website. Aided customers in resolving complex technical support

issues via phone and chat.

Key Achievements

● Recommended and implemented upgrades that expanded capabilities of Web

application used for collecting feedback surveys and call quality monitoring system.

● Deployed Microsoft reporting solution throughout customer information center.

●

● Integral to team development of voice automated system that improved call routing

efficiency, increasing center productivity and enabling 15% reduction in staffing.

● Demonstrated superior technical skill to earned steady promotions; advanced quickly

from entry level support specialist to Internet Solution Developer and Systems Analyst

roles.

●

Zebis Inc.

April 2002 – January 2003

Field Technical Representative

Assisted small to mid size business customers in obtaining highest performance and return

possible from their IT resources; developed and maintained configurations across multiple

system, application, security, and network environments. Created and instituted disaster

recovery plans that guaranteed business continuity for customers, and provided sound

recommendations for new upgrades and development to ensure systems and applications

remained available and secure.

Kept client networks, computer systems, and peripherals running smoothly and efficiently

through expert performance monitoring, analysis, troubleshooting, and component repair.

Online Services USA

August 2000 – September 2001

ISP Technical Support Specialist

Leveraged both tech support and interpersonal skills to retain customers and grow accounts

in front line client service role. Communicated with users via phone and email to identify

issues; researched solutions, documented processes, and assumed ownership of contact to

ensure timely and complete resolution.

Education

University of Phoenix, Phoenix

March 2007 – February 2013

Master of Information Systems

GPA 3.86

Additional Information

● Skills:

Vendor Management, SharePoint, Microsoft Office, Microsoft SQL Server,

SSRS, Business Analysis, Software Development, HTML, Technical Support, Help

Desk Support, IT Management, Process Improvement.

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