Angel Rodriguez
Middleburg,FL
Summary
Dynamic leader with a proven track record at BioReference Laboratories, enhancing customer service and QA processes. Excelled in decision-making and complex problem-solving, significantly reducing customer complaints and streamlining testing procedures. Skilled in Microsoft Office and team leadership, adept at fostering growth and driving technological advancements.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Tevixmd
Middleburg, FL
06.2024 - Current
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
QA Tester
BioReference Laboratories
Elmwood Park, NJ
12.2021 - 07.2023
- Tailored testing procedures to obtain data most relevant to understanding underlying causes of production limitations.
- Evaluated data sets from multiple test implementations to determine and account for standard variance in test results.
- Documented current production methods to identify points of limitation to target for quantification through testing procedures.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
Application Support Analyst
BioReference Laboratories Inc.
07.2019 - 12.2021
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth
- Serve as a liaison between lab and information technology management
- Act as point of escalation for all major events
- Provide clinical application support to end users, clinical technologists and pathologists
- Responsible for triage support issues and flag them as systemic or operational
- Escalates systemic issues and application design requests to the project management team along with report a summary of each day's support issues
Team Lead Help Desk
BioReference Laboratories Inc.
08.2012 - 12.2021
- Create, configure, and manage Active Directory accounts for Windows domain and Exchange servers
- Work directly with various vendors to install and troubleshoot laboratory instruments/software
- Remotely manage thousands of desktop workstations utilizing System Center Configuration Manager (SCCM)
- Install and configure different encryption applications (Symmantec, Bitlocker, Filevault)
- Manage/troubleshoot over 200 of virtual machines for remote users
- Install and troubleshoot issues with proprietary lab applications, and escalate to developers as necessary
- Install, Support , update, maintain, all applications systems and communication Software including but not limited to Avaya, Roche, Sysmex, Nikon, Voicebrook, Instrument Manager, Unity, Wallix, OnBase, Filemaker, Macola, RightFax & Storm-Path
- Deploy, Install and troubleshoot, various desktops, laptops, Surface Pros for employees
Education
Cyber Security / CEH - Cyber Security Specialist
PC AGE - Jersey City
Jersey City, NJ12-2025
Certification - Help Desk Support
Chubb Institue
Jersey City, NJ09.1999
Skills
- Decision-making
- Time management
- Team leadership
- Customer service
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Problem-solving
Timeline
Customer Service Manager
Tevixmd
06.2024 - Current
QA Tester
BioReference Laboratories
12.2021 - 07.2023
Application Support Analyst
BioReference Laboratories Inc.
07.2019 - 12.2021
Team Lead Help Desk
BioReference Laboratories Inc.
08.2012 - 12.2021
Cyber Security / CEH - Cyber Security Specialist
PC AGE - Jersey City
Certification - Help Desk Support
Chubb Institue