Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alex Rodriguez

Service Desk Team Lead
Miami

Summary

Service Desk Team Lead with a strong track record of creating clear, accessible training materials and process documentation for technical support teams. Experienced in using tools like Articulate Rise to develop self-paced learning, support onboarding, and simplify complex workflows. Known for making technical content easy to understand and engaging for learners across varying skill levels. Actively looking to transition into instructional design, with hands-on experience in training development, UAT testing, and process improvement.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Service Desk Team Lead

Chewy.com
03.2021 - Current
  • Created self-guided training content using Articulate Rise for Service Desk tools and platforms, including Okta and Abnormal Security, enabling faster onboarding and reduced support requests.
  • Designed and delivered dual training curriculums for offshore onboarding (Cognizant PoC), adapting content for both standard and accelerated learning timelines.
  • Developed and maintained SOPs and knowledge base content using structured reviews and stakeholder feedback, ensuring training documentation remains accurate and accessible.
  • Led UAT testing and training rollouts for platforms like Genesys and Abnormal Security, collaborating across departments to ensure smooth adoption and tool readiness.
  • Coordinated large-scale learning initiatives for Chewy Vet Clinic onboarding, assigning documentation topics, tracking contributions, and training new support contractors.
  • Built learning materials and communication plans to support major incident response, including job aids, Confluence articles, and messaging strategy (e.g., CrowdStrike outage).
  • Proposed and scoped a Service Desk internship program to support cross-department career mobility, including drafting job descriptions and learning goals.
  • Demonstrated strengths in simplifying technical content, managing multiple learning projects, and adapting training for varying learner levels and environments.

Client Architecture Engineer II

AutoNation
06.2017 - 07.2020
  • Created and maintained user-facing and internal documentation, including knowledge base articles and support guides.
  • Led weekly calls with Unisys to resolve issues, clarify processes, and address user concerns.
  • Supported multiple IT projects from planning to deployment, including risk analysis and documentation.
  • Designed onboarding/offboarding workflows focused on asset management and hardware setup.
  • Managed hardware inventory, procurement updates, and coordinated new hire setups with Facilities.
  • Deployed software and application updates via PDQ and Tanium; provided Tier 1–3 support through ServiceNow.

Network Systems Engineer

VITAS Healthcare
07.2016 - 06.2017
  • Maintained system backups using VEEAM and Microsoft Azure; configured NAS for local/cloud data recovery.
  • Supported on-site infrastructure, including hardware replacement, server patching, and Cisco network equipment.
  • Created and managed IP phone extensions and voicemails via Cisco Call Manager; installed agent desktop tools.
  • Handled file server access, mapped shared drives, and set security permissions.
  • Provided Tier 1–2 support for hardware, software, and mobile issues via ServiceNow.
  • Assisted in testing and troubleshooting new technologies and pilots.

Service Desk Analyst

Vitas Hospice
02.2015 - 07.2016
  • Provided Tier 1–2 technical support to over 9,000 employees via phone and self-service tools.
  • Managed user provisioning and login access based on SOPs and audit compliance.
  • Created and maintained Active Directory contacts for field staff.
  • Handled HIPAA-sensitive data with understanding of healthcare compliance.
  • Fulfilled custom data requests to support internal client needs.

Education

Associate of Science -

Johnson & Wales University - North Miami
Miami, FL
05.2001 -

Skills

Knowledge Base Management

Needs Identification

Training Development

Process Documentation

Job Aids and SOPs

Internal Communications

Certification

ITIL 4 Foundation

Timeline

Service Desk Team Lead

Chewy.com
03.2021 - Current

Client Architecture Engineer II

AutoNation
06.2017 - 07.2020

Network Systems Engineer

VITAS Healthcare
07.2016 - 06.2017

Service Desk Analyst

Vitas Hospice
02.2015 - 07.2016

Associate of Science -

Johnson & Wales University - North Miami
05.2001 -

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Alex RodriguezService Desk Team Lead
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