Guillermo Rodríguez Jr.
Laveen,AZ
Summary
Experienced data analyst with a strong analytical mindset and professional approach. Proven track record in data analysis and interpretation, delivering actionable insights for process improvements aligned with business goals. Valuable team player with a collaborative nature and focus on achieving results. Capable of adapting to changing needs. Expertise in statistical analysis, data visualization, and project management skills.
Overview
19
19
years of professional experience
Work History
Technical Services Analyst Tier I
SimonMed Imaging
08.2024 - Current
- Demonstrates competency in the performance of job related skills appropriate to his/her customer populations and departmental services.
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, email and personnel requests for technical support.
- Documents, tracks and monitors the problem to ensure a timely resolution.
- Has knowledge of commonly used concepts, practices and procedures.
- Relies on instructions and pre-established guidelines to perform the functions of the job.
- Works under immediate supervision.
- Primary job functions do not typically require exercising independent judgment
- Demonstrates competency in the performance of job related skills appropriate to his/her customer populations and departmental services while providing excellent customer service.
- Utilizes and operates equipment and mechanical devices which provide for a functional, effective, and safe environment.
- Adheres to policies, procedures, guidelines relative to departmental operations.
Senior Field Technical Analyst Lead
HCL America
02.2023 - Current
- Prioritized day-to-day IT support requirements, addressing high-impact issues to meet program and service level agreements
- Handled escalations from clinic staff and providers, ensuring effective issue resolution
- Provided cross-training and knowledge transfer among HCL Team members
- Delivered Deskside, Network, and telephony support to 23 ambulatory standalone sites
- Oversaw technology operations, aligning them with established goals
- Developed and implemented IT policies and systems supporting upper management's strategies
- Provided clinical site leadership and planned technical support for Client and ambulatory-based infrastructure
- Analyzed departmental business requirements to determine technology needs
- Ensured functionality and efficiency of technological equipment and software
- Reported to upper management on upgrades, configurations, and new systems
- Coordinated with clinical directors and managers for training on new and existing technologies
- Worked extensively in Microsoft Active Directory and Group Policy
- Collaborated with Service Desk Analysts to enhance customer support
Desktop Field Support Specialist
PHX Sky Harbor
04.2022 - 10.2022
- Provided support to airport operation agents, passengers, and tenants
- Remedy ticket distribution and resolution
- Shift turnover change to 2nd shift support team for system outage resolution
- Preventive and Corrective Maintenance on Custom Kiosk, printers, scanners, and ticket counters printers
- Installed software updates, created, and deployed images on end-user workstations
- Worked with vendors and contractors for issues requiring 2nd level support
- Maintained inventory control and conducted audits
- Continued first-level training when needed
Technical Support II Onboarding
Bank of America
12.2021 - 04.2022
- Contacted new and existing merchants to welcome them to Bank of America Merchants Services
- Assisted with Merchant Banking webpage navigation and usage
- Provided training on pay information location and use of the Virtual terminal
- Activated merchant new devices for processing credit/debit card transactions
Tier 2 Support Specialist
Hometown Ticketing Inc.
07.2021 - 10.2021
- Supported K-12 and higher education institutions with ticketing, payments, and events
- Started and trained the Tier 2 support team
- Managed incoming cases in Sales Force from the Omni channel
- Assisted with Home Box Office website issues
- Corrected and attached seat maps to the embedded event page
- Supported Home Fan and Home Gate app issues
Support Technician
Cognizant Technologies
03.2021 - 07.2021
- Assisted Toyota employees with web application issues
- Documented and escalated tickets from Service Now to proper teams
- Verified user accounts for proper access to the Dealer daily website
- Unlocked user accounts for Dealer daily application login
- Troubleshot Techstream devices and assisted technicians with connectivity
- Walked sales personnel through issues with vehicle RDR and incentives payments
Support Technician
CDI Technology
12.2016 - 06.2017
- Supported financial advisors and employees for Ameriprise clientele
- Created and documented incoming calls on the ticket system
- Assisted with AD password resets and created tickets for users
- Set up new MS Outlook profiles
- Supported Windows password resets and assisted with third-party application issues
- Mapped network printers on laptops and desktops for access
- Provided BitLocker recovery keys for Windows login
- Performed browser maintenance for website login access
- Supported VPN access and troubleshooted network connectivity
System Support Technician
Massage Envy
07.2016 - 11.2016
- Supported 1500 Massage Envy clinics with EPOS software
- Troubleshot Millennium software for checking and creating memberships accounts
- Supported users via Google email and resolved issues
- Troubleshot receipt printers, mapped network printers, and card readers
- Responded to tickets received in emails and messages
- Troubleshot Internet connectivity and network devices
- Assisted front desk associates with computer issues
- Supported the Win back project to reinstate members for member points
- Trained associates on processing EFT payment on credit card transactions
- Supported Cisco routers, modems, and SonicWALL network connectivity
Premier Support Technician
Asurion
09.2013 - 05.2014
- Supported Verizon customers statewide with mobile and hotspot devices
- Handled an average incoming call volume of 75 calls per day
- Troubleshot iPhone, Androids, Tablets, and Jetpacks for Internet connection
- Assisted users in updating software for Androids and iPhones
- Trained customers on creating and setting up personal email accounts
- Instructed customers on locating data usage and storage on smartphones
- Trained customers on performing iPhone restore and backups using iTunes
I.T. Computer Support/Tutor
College America
04.2013 - 09.2013
- Set up and documented new laptops for new student enrollments
- Assisted students with software and hardware issues, internet connections, computer maintenance, and disk cleaning
- Taught students study skills, note-taking skills, and test-taking strategies
- Provided private instruction to individuals or small groups of students to improve academic performance
Technical Support Analyst
Insight Global - CVS
04.2012 - 01.2013
- Answered 60-70 calls per day for CVS pharmacy and internal users
- Provided 1st call resolution and resolved problems by clarifying issues
- Used HPSM ticket system to verify user accounts and document system issues
- Installed software applications via the network to user's Desktop/Laptop
- Remoted to client's PC using GoToAssist or Telnet to resolve computer and software issues
- Provided remote support for Microsoft Windows 7 OS
- Assisted users in locating files, printing, website logins, and email profiles
PC Support Technician
TechniSource Incorporated - State Farm
08.2011 - 03.2012
- Supported over 65,000 employees and 18,000 State Farm agents
- Supported and trained agents with auto and life insurance policies
- Used Active Directory to reset and recover passwords
- Troubleshot server access, network drive access, printers, and software issues on agent laptops
Mechanical Drafter/Designer
Kraemer Engineering
05.2006 - 05.2009
- Performed and constructed Mechanical and Plumbing plans for building construction
- Consulted with managers and project leaders on drawings and equipment
- Created preliminary drawings with complete dimensional data
- Provided clients with CAD files and printed drawings
- Sent clients emails on construction and modified drawings
Education
CompTIA Program - CST A+ Essentials CST Networking + Certificate of completion program award
Training to You Career College
07.2013
Computer Science Bachelor's Degree -
College America
Phoenix, AZ07.2013
Computer Science Associates Degree -
College America
Phoenix, AZ06.2011
Computer-Aided Design Technology Certificate -
High-Tech Institute
12.2004
Skills
Cisco VPN AnyConnect
- Microsoft Outlook Office 2010
- Microsoft Outlook Office 2013
- Windows XP
- Windows 7
- Windows 8
- Windows 10
- Active Directory
- Android OS
- Apple OS
- DHCP
- Printer Mapping
- Network connectivity
- Technical analysis
- Microsoft office
- On-site support
- Technical issue analysis
- Printer support
- Remote support
- Troubleshooting skills
- Remote support capabilities
- Hardware installation
- Active directory
- Hardware configuration
Accomplishments
- United States Navy Veteran (Honorable Discharge), 12/22/92
- Completed Machinist Mate 'A' School, 08/01/91
Languages
Spanish
Professional Working
Timeline
Technical Services Analyst Tier I
SimonMed Imaging
08.2024 - Current
Senior Field Technical Analyst Lead
HCL America
02.2023 - Current
Desktop Field Support Specialist
PHX Sky Harbor
04.2022 - 10.2022
Technical Support II Onboarding
Bank of America
12.2021 - 04.2022
Tier 2 Support Specialist
Hometown Ticketing Inc.
07.2021 - 10.2021
Support Technician
Cognizant Technologies
03.2021 - 07.2021
Support Technician
CDI Technology
12.2016 - 06.2017
System Support Technician
Massage Envy
07.2016 - 11.2016
Premier Support Technician
Asurion
09.2013 - 05.2014
I.T. Computer Support/Tutor
College America
04.2013 - 09.2013
Technical Support Analyst
Insight Global - CVS
04.2012 - 01.2013
PC Support Technician
TechniSource Incorporated - State Farm
08.2011 - 03.2012
Mechanical Drafter/Designer
Kraemer Engineering
05.2006 - 05.2009
Computer Science Bachelor's Degree -
College America
Computer Science Associates Degree -
College America
Computer-Aided Design Technology Certificate -
High-Tech Institute
CompTIA Program - CST A+ Essentials CST Networking + Certificate of completion program award
Training to You Career College
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