Andres Rodriguez
Aventura,USA
Summary
Driven IT Analyst with hands-on experience in system imaging, technical support, and network troubleshooting, skilled at optimizing IT processes to support operational efficiency. Known for effective problem-solving, technical documentation, and collaboration with cross-functional teams to deliver streamlined solutions. Proficient in automation, technical documentation, and security compliance, with a commitment to leveraging these skills in a role that offers growth and development. Bilingual in English and Spanish, bringing strong communication skills to assist diverse user bases effectively. Eager to advance in a dynamic IT environment and contribute to organizational success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Imaging Specialists / Enterprise Technical Support
Norwegian Cruise Line
Miami, FL
11.2022 - Current
- Developed and maintained standardized computer images for Windows and macOS, ensuring optimal system performance and meeting organizational requirements.
- Customized computer settings, network configurations, and software installations to fulfill user or departmental needs.
- Deployed computer images using Microsoft System Center Configuration Manager (SCCM) and Tanium, ensuring proper installation and configuration of hardware components.
- Conducted rigorous testing to verify system functionality, resolving issues encountered during the imaging process.
- Managed documentation of imaging procedures, configurations, and software versions for efficient inventory management.
- Provided technical support and resolved user inquiries, system failures, and software compatibility issues.
- Evaluated new technologies and automation processes to improve system deployment efficiency.
- Ensured compliance with security protocols and industry standards, including encryption and antivirus software.
- Streamlined imaging workflow to increase efficiency and enhance the end-user experience.
Information Technology Intern
Inter Miami CF
Fort Lauderdale, FL
05.2022 - 08.2022
- Provided first-level support for the IT Help Desk, documenting all support tickets and resolutions to ensure effective issue tracking.
- Assisted in desktop deployments and troubleshot hardware and software issues to maintain optimal functionality.
- Collaborated with the IT department on various projects, supporting the user community and enhancing overall service delivery.
- Offered general support for internal client computing devices, software, and peripherals, while maintaining accurate inventory records.
- Created system guides, knowledge-based articles, and other support documentation to empower the user community and facilitate knowledge sharing.
IHX
AT&T
Miami Gardens, FL
04.2022 - 08.2022
- Promoted to In-Home Expert after achieving #1 sales performance in the region for 2021 and Q1 of 2022, demonstrating exceptional sales acumen and customer engagement skills.
- Traveled to customer premises to conduct in-home consultations, effectively engaging in sales activities and providing personalized product demonstrations.
- Delivered subject matter expertise on technical issues related to products and services, ensuring customers received tailored solutions that met their specific needs.
- Advised customers on the suitability of AT&T products based on technical requirements, fostering trust and enhancing customer satisfaction.
- Assisted in troubleshooting and resolving technical issues during sales consultations, improving customer confidence and product adoption.
- Collaborated with cross-functional teams to develop promotional strategies and refine service offerings based on customer feedback and market trends.
- Maintained comprehensive knowledge of AT&T’s product portfolio and competitive landscape to effectively address customer inquiries and objections.
Retail Sales Consultant
AT&T
Miami Lakes, FL
07.2018 - 04.2022
- Provided expert knowledge of AT&T products, services, and promotional offers to effectively meet customer needs and drive sales.
- Greeted customers in a professional, friendly manner, ensuring a positive shopping experience through attentive service and prompt responses to inquiries.
- Maintained and enforced visual merchandising, housekeeping, and appearance standards to enhance the retail environment and attract customers.
- Managed multiple customer interactions simultaneously, demonstrating strong multitasking abilities and a commitment to customer satisfaction.
- Generated and exceeded monthly sales goals through proactive engagement and tailored product recommendations, contributing to overall store performance.
- Assisted customers with troubleshooting and resolving technical issues related to devices and services, fostering long-term customer loyalty.
- Participated in ongoing training and development to stay updated on new products, services, and sales techniques, ensuring a knowledgeable sales approach.
- Collaborated with team members to develop strategies for promotional events and sales campaigns, maximizing store visibility and customer reach.
Mobile Phone Expert
MasTec Network Solutions
Miami, FL
06.2015 - 03.2017
- Delivered and set up new devices for customers, ensuring a smooth transition and optimal functionality from the outset.
- Troubleshot technical issues to guarantee uninterrupted mobile phone service, striving for total customer satisfaction and swift resolution of concerns.
- Guided customers through the new functionalities of their devices, empowering them to utilize technology effectively and maximize their user experience.
- Assisted in transferring data from old devices to new or upgraded models, ensuring seamless access to important information and personal data.
- Provided ongoing support and education to customers regarding device features and best practices, fostering confidence in their new technology.
- Collaborated with team members to share insights and solutions, improving overall service efficiency and customer experience.
- Maintained knowledge of the latest mobile technologies and trends to offer informed guidance and recommendations to customers.
Valet Manager
Park One
Aventura, FL
05.2012 - 05.2015
- Promoted from Valet Runner to Valet Manager due to exceptional performance and leadership skills in providing high-quality service.
- Responsible for training and onboarding new employees, ensuring they were equipped with the necessary skills and knowledge to deliver outstanding service.
- Monitored and reviewed damage claims, investigating incidents to assign responsibility and implementing measures to prevent future occurrences.
- Coached, counseled, and disciplined staff as needed, maintaining a positive work environment while adhering to company policies and documentation procedures.
- Resolved guest issues related to valet service promptly and professionally, fostering brand loyalty and enhancing overall customer satisfaction.
- Managed VIP arrivals and departures, ensuring a seamless and professional experience by coordinating with staff regarding expected schedules and special requests.
- Verified proper vehicle handling and key management procedures, ensuring the safety and security of guests' vehicles.
- Implemented efficiency strategies to optimize valet operations, reducing wait times and improving service speed during peak hours.
- Conducted regular performance evaluations and provided feedback to staff, promoting a culture of continuous improvement and accountability.
Sales Representative/Tech Support
Comcast Cable, Inc
Miramar, FL
09.2007 - 07.2011
- Managed customer interactions by effectively resolving issues and maintaining clear communication, ensuring a positive customer experience.
- Stayed up-to-date with industry trends and competitive positioning, while developing a comprehensive understanding of Comcast's products and services.
- Identified and isolated subscriber issues by analyzing information from the network, equipment, and troubleshooting resources, leading to efficient resolutions.
- Sold high-speed internet, digital voice (CDV), and video services, consistently achieving and exceeding sales goals through strong customer engagement and product knowledge.
- Provided technical support to customers, guiding them through setup processes and troubleshooting common issues to enhance service satisfaction.
- Documented customer interactions and resolutions in the CRM system, contributing to an accurate knowledge base for future reference.
- Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring timely and effective solutions for customers.
- Participated in ongoing training sessions to enhance product knowledge and sales techniques, resulting in improved performance and customer satisfaction metrics.
Education
Bachelor of Science - Information Technology, Cyber Security
Broward College
Fort Lauderdale, FLSkills
- Windows Server
- ServiceNow
- Help Desk Support
- Hardware and Software Repair
- Policy Development
- Log updating
- Data logging
- Troubleshooting Network Issues
- Customer service
- Active Directory
- Group Policy
- MDM
- DNS
- Networking
- TCP/IP
- User Profiles
- Troubleshoot peripheral devices, and support end-user access
- Virtual machines
- SCCM
- OS: Windows, and iOS
- VPN
- Analytical Skills
- Project Support
- Document Review
- Written Communication
- Process Automation
- Customer Service
- Records compliance management
- User Support
Languages
Spanish
Languages
Spanish
Native/ Bilingual
Certification
- CCNA: Enterprise Networking, Security, and Automation
- CCNA: Switching, Routing, and Wireless Essentials
Timeline
Imaging Specialists / Enterprise Technical Support
Norwegian Cruise Line
11.2022 - Current
Information Technology Intern
Inter Miami CF
05.2022 - 08.2022
IHX
AT&T
04.2022 - 08.2022
Retail Sales Consultant
AT&T
07.2018 - 04.2022
Mobile Phone Expert
MasTec Network Solutions
06.2015 - 03.2017
Valet Manager
Park One
05.2012 - 05.2015
Sales Representative/Tech Support
Comcast Cable, Inc
09.2007 - 07.2011
Bachelor of Science - Information Technology, Cyber Security
Broward College