ALEXANDER RODRIGUEZ

• Currently functioning as a desktop support technician for the Harlem Field Office, supporting over 350 users
• Supporting and maintaining computer systems, desktops and peripherals
• To include installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance
• Hardware structure of mobile phones and tablets, mobile apps standards including registration, installing and uninstalling
• Conduct process analysis to improve efficiency
• Performed root cause/trends analysis to track and minimize user issues
• Oversee an application support team of 20
• Direct all implementation projects and updates; perform extensive testing and quality assurance of the application; develop and update business continuity plans to ensure all case information is saved and documented
• Consistently resolve issues promptly and uphold a 100% customer satisfaction rating through use of knowledge portals, weekly postmortem meetings
• Maintain user profiles to ensure their access within the secure application and perform periodic security audits
• Deliver highly effective training sessions, presentations, and workshops for agency staff as well as newly hired support staff.
• Enhanced customer satisfaction by providing efficient and personalized assistance.
• Streamlined daily operations for increased efficiency through thorough organizational tasks.
• Boosted sales performance with effective product presentation and persuasive communication skills.
• Collaborated with team members to achieve monthly targets, strengthening overall team productivity.

• Selling products to vendors who then sell them to consumers.
• Negotiating prices with buyers
• Maintaining effective communication.
• Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.