Aaron Rodenas
Henrico,VA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Analyst II
EPlus Technology, Inc.
08.2022 - Current
- Promoted to Service Desk Analyst II in recognition of exemplary performance
- Provide detailed analysis of call queues for the Monthly Business Report
- Collaborate extensively with hospital stakeholders as part of the Knowledge Management Collaboration team
- Conduct daily metrics of the service desk and analyze areas of improvement to enhance service delivery
- Spearheaded a project to review all tickets of Q4 2023 and conducted in-depth analysis to optimize the FCR SLT
- Provide valuable insights and recommendations to management based on the analysis findings.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
Service Desk Analyst I
EPlus Technology, Inc.
08.2022 - 08.2023
- Provided exceptional customer service, consistently exceeding expectations
- Utilized problem-solving techniques to promptly and efficiently resolve customer issues
- Maintained accurate documentation and tracked customer problems to ensure timely resolutions
- Kept customers informed about the status and resolution of their issues, ensuring satisfaction
- Mentored and trained Service Desk Analysts, enhancing team skills and knowledge
- Collaborated with colleagues to evaluate and update existing Knowledge Articles
- Prepared and delivered informative analysis reports on SSPR tickets.
- Engaged in user support interactions via telephone, chat and email platforms.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
Physical Therapy Technician
Dominion Physical Therapy & Associates
01.2017 - 08.2022
- Instructed, assisted, and motivated patients though their therapeutic exercises
- Documented patient progress for Physical Therapists
- Supervised and maintained the operation of the front desk
- Handled all phone calls from patients, insurance adjusters, workers compensation, and lawyer offices
- Ensured patients authorizations were up to date.
Education
Bachelor of Science in Physical Education with a Concentration in Exercise Science -
Old Dominion University
Norfolk, VA08.2017
Skills
- Data and metric analysis
- Working knowledge of WAN/LAN technologies and routing protocols
- Excellent communication and interpersonal skills
- ServiceNow ticketing and reports
- Incident Management
- Remote Technical Support
- Documentation
- Microsoft Excel
Certification
CCNA
Timeline
Service Desk Analyst II
EPlus Technology, Inc.
08.2022 - Current
Service Desk Analyst I
EPlus Technology, Inc.
08.2022 - 08.2023
Physical Therapy Technician
Dominion Physical Therapy & Associates
01.2017 - 08.2022
Bachelor of Science in Physical Education with a Concentration in Exercise Science -
Old Dominion University
Similar Profiles
Hans HofferHans Hoffer
Service Desk Analyst at EPlus Technology, Inc.Service Desk Analyst at EPlus Technology, Inc.
Sandy LeTourneauSandy LeTourneau
SR Director PMO and Customer Experience, Northeast at EPlus Technology, Inc.SR Director PMO and Customer Experience, Northeast at EPlus Technology, Inc.
Ashley ThielenAshley Thielen
Business Development Manager at EPlus Technology, Inc.Business Development Manager at EPlus Technology, Inc.
Sawyer DavisSawyer Davis
Teacher at Henrico County Public SchoolsTeacher at Henrico County Public Schools
Daron HodgesDaron Hodges
Assistant Manager/Sales Associate at Domino’s PizzaAssistant Manager/Sales Associate at Domino’s Pizza