Aurelio Rodriguez
Summary
IT Service Operations professional with 20 years of extensive expertise in managing complex technical issues and enhancing team efficiency. Demonstrates strong skills in project management, analytical thinking, and relationship building, leading to multiple awards and recognition. Adept at improving onboarding processes and aligning training with operational goals to drive effective teamwork and continuous improvement.
Overview
20
20
years of professional experience
Work History
IT Service Operations Senior Analyst
Dell Technologies
01.2021 - Current
- Work closely with application support and engineering teams to drive issues, defects, and change requests to resolution
- Issue support ranges from authentication, profile, shopping and configuration, check out and payment, and order management issues
- Drive high and critical issues with MIM support teams to resolve top priority issues
- Participated in deployment testing for defects, change requests, and new features being launched
- Manage escalated issues from customers and business partners
- Aid in driving projects related to Premier and Global Portal processes in addition to other various internal tools
- Develop, improve, and delivered training content for new hires, as well as ongoing training for current agents
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Analyzed data to identify root causes of problems and recommend corrective actions
- Created dashboards to monitor and track key performance indicators
- Created data models to support decision-making processes
- Developed customized reports, summarizing and presenting data in visually appealing format
IT Service Operations Analyst
Dell Technologies
01.2016 - 01.2021
- Dedicated Dell Premier and Global Portal page support agent engaged in phone, chat, and email support to troubleshoot and case manage simple and complex issues from triage to completion
- Worked with application support and engineering teams to drive issues, defects, and change requests to resolution
- Issue support ranges from authentication, profile, shopping and configuration, check out and payment, and order management issues
- Address and resolve incidents within SLA targets according to their priorities (low, medium, high, and critical)
- Participated in deployment testing
- Helped to train new agents as they were being onboarded
- Enhanced team productivity by providing ongoing training on new tools and technologies for effective service management
- Introduced innovative strategies that leveraged technology advancements to improve service operations efficiency and adaptability
- Collaborated with cross-functional teams to identify and resolve service bottlenecks, enhancing overall operational efficiency
Technical Support Engineer
Dell Technologies
01.2013 - 01.2016
- Provided technical support via chat and remote desktop
- Troubleshot Dell business computers, hardware, and software
- Managed cases and ensured quality follow-ups
- Applied critical thinking to solve complex issues
- Strengthened communication skills through regular interactions
- Quickly learned and adapted to new concepts
- Demonstrated strong organization, time management, and multitasking
Escalation Expeditor Sr. Associate
Dell Technologies
01.2011 - 01.2013
- Managed escalations from research to resolution
- Identified root causes of discrepancies and applied corrective procedures
- Led special projects to improve customer satisfaction
- Expedited and monitored material flow to meet MWD commitment
- Improved delivery times by prioritizing urgent orders
- Maintained clear communication between departments for smooth order processing
- Enhanced cross-team collaboration for seamless order fulfillment
- Reduced inventory discrepancies with accurate record-keeping
International Shipping Assistant
Dell Technologies
01.2005 - 01.2011
- Served as acting team lead in international shipping
- Cross-trained in Empact Shipping, Speedway, and various shipping functions
- Mastered the Tradesphere application for U.S. customs documentation
- Facilitated effective warehouse communication on shipments and delay
- Ensured data accuracy in inventory systems with attention to detail
- Organized and maintained accurate shipping documents
- Improved customer satisfaction through timely and precise order fulfillment
Education
Taylor High School
Taylor, TXPython (through Continuous Learning And Practice)
Intro to C# Programming -
01.2021
VMWare Certified - undefined
01.2015
Skills
- Analytical Thinking and Logical Problem Solving
- Microsoft Office applications
- Escalation Management
- SQL proficiency
- Power BI analytics expertise
- Motivated self-learner
- Project Management
- Collaborative team development
- E-commerce management
- Data analysis
- Performance monitoring
Awards
Extraordinary - Rockstar of the Quarter
Cheers - Rockstar of the Quarter
Game Changer 1 - Tool acceleration/modernization efforts
Cheers - Power BI transformation
Timeline
IT Service Operations Senior Analyst
Dell Technologies
01.2021 - Current
IT Service Operations Analyst
Dell Technologies
01.2016 - 01.2021
Technical Support Engineer
Dell Technologies
01.2013 - 01.2016
Escalation Expeditor Sr. Associate
Dell Technologies
01.2011 - 01.2013
International Shipping Assistant
Dell Technologies
01.2005 - 01.2011
VMWare Certified - undefined
Taylor High School
Python (through Continuous Learning And Practice)
Intro to C# Programming -
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