Technical Support

Eduardo Rodriguez

IT Support Professional

Chicago, Illinois 60618

linkedin.com/in/eddie-tri-rodriguez/ • 773-***-**** • adhrfl@r.postjobfree.com

Technically sophisticated young professional with multifaceted experience in information technology support and business-to-business sales and closing. Engaging and personable with effective communication skills, business acumen, and dedication to customer service. Pursuing a new professional challenge in information technology support, administration or development.

TECHNICAL PROFICIENCIES

Operating Systems: Windows 7, 8, 10 Windows Server 2008, 2012 Linux, Ubuntu

Software: Microsoft Office Suite, System Center Configuration Manager, Hyper-V, Active Directory, Microsoft Dynamics (CRM), D&B Hoovers, Selenium, inContact

Hardware: Laptops, Desktops, Custom Desktops, Tablets, Apple, Android, Routers, Firewalls

Languages: Python, Jupyter

EXPERIENCE HIGHLIGHTS

Kforce Technology, Chicago, IL

Technical Recruiter November 2019 – Present

Every day at I get to speak with today's brightest IT professionals, and it has been inspirational. I am exposed to a wide array of industries and have recruited on every level of IT (i.e.. SDLC, Data, ITIL, Project Management).

Due to my history in IT I made an immediate impact on candidate placements and job requirement qualification. Staying very close to jobs closely attuned with my background.

Staying sharp on my technical prowess I’ve already started to teach myself how to use Python and Selenium to help me source candidates on Linkedin by using a technique called web scraping.

Have received praise for highest outbound activity on a week to week basis.

PartsTrader LLC, Chicago, IL

Sales Support Specialist/Tech Support Analyst III September 2014 – August 2019

Senior member of a hyper focused support team responsible for the implementation, training, sales prospecting and technical support encompassing all aspects of the customer facing application, PartsTrader.

Worked to resolve network and Microsoft-related issues, addressing customer service inquiries in a timely manner. Demonstrated success accurately interpreting customer’s technical issues and designing course of action to resolve quickly. Utilized RDP and Citrix-based remote software to assist in troubleshooting process.

Promoted from Tech Support Analyst II to III within a year. Point-of-failure for escalations before sending off to the development team for bugs or enhancements.

Detail oriented and direct. I listen, analyze and understand the problem before taking a step towards finding solutions. Leading to a seamless, high quality and timely resolutions.

Delivered high quality, personable customer service with a smile. Received accolades for performance on repeat perfect call score months.

Handled inbound and outbound technical calls up to 35 a day; bugs, enhancements, training, break/fix & billing.

Identify areas of possible improvement and implement strategies to address issues including standardization of best practices adopted companywide.

Due to high need to drive business development was promoted from Tech Support Analyst III to Sales Support Specialist.

Orchestrated sales processes involving prospect management, call management, report generation, account activation, progress reporting, and prospect follow-up. Provide pre-sales support including research, identification, recruitment, and pre-qualifications of prospective customers.

In house SME for CRM dynamics view and reports creation including Powermaps.

Ownership of culture driving events to help make work fun. Awards ceremonies, holiday events, competitions and more.

LeapFrog Technology Group, Chicago, IL

Technology Support Analyst, Intern April 2014 – August 2014

Completed internship under an established information technology business-to-business model. Gained experience with HyperV and VMware. Utilized Customer Relationship Management software for facilitating help desk ticket responses. Led reimaging process for customer’s machines using WSCM.

Personal Projects

Self-employed Game Server Administrator (2016 – Present). Built and maintain personal server supporting average of 100 visitors daily. Complete administration and troubleshooting for hosted games

Free-lance Site Host Administrator (2020 – Present). Partnering with Firemind.com owner to host their LMS solution on Siteground on top of Google Cloud Platform (GCP)

EDUCATION AND TECHNICAL CERTIFICATIONS

Comp TIA A+ and Microsoft Certified Systems Administrator (MCSA) (2014)

Computer Systems Institute, Chicago, IL

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