Christopher Rodriguez
Miramar,FL
Summary
Motivated professional with extensive experience in product design and management, technical support, office management, and cross-functional teams. Possesses unmatched team collaboration and strategy skills to maximize company goals. Expertise in management, end-user technical strategies, design, and user acceptance testing (UAT).
Overview
17
17
years of professional experience
1
1
Certification
Work History
Product Manager
BRANY - CITI Program
03.2022 - Current
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Coordinated design meetings and decisions with internal departments and teams.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Improved product functionality with innovative design solutions.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Managed User Acceptance Team (UAT)
- Managed stakeholder expectations effectively throughout the entire product development process.
- Prioritized roadmap in order to achieve product goals and metrics.
- Implemented Agile methodologies for more efficient project management and team collaboration.
Help Desk Supervisor and Product Manager
BRANY - CITI Program
03.2019 - 03.2022
- Transitional period from HD Supervisor to Product Manager
Help Desk Supervisor
BRANY - CITI Program
03.2016 - 03.2019
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained, and supported help desk technicians and representatives.
- Resolved escalated issues by serving as a wide-ranging subject matter expert.
- Coached and trained end-users on functions and features, as well as basic troubleshooting of software such as CITI Program LMS.
- Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers.
- Streamlined the technical support process for improved response times and increased issue resolution rates.
- Spearheaded initiatives aimed at reducing call volume through self-service options such as online tutorials or FAQs sections on company website.
- Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
Senior Help Desk Technician
BRANY - CITI Program
03.2012 - 03.2016
- Mentored junior help desk technicians, fostering a collaborative work environment and encouraging professional growth.
- Set-up of customized Institutional Training.
- Responsible for technical support and training in a fast-paced environment.
- Translate and edit training modules and web design tasks.
- Supported customers' daily needs and administrative requests.
Junior Help Desk Technician
BRANY - CITI Program
08.2010 - 03.2012
- Provided basic end-user troubleshooting and desktop support.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
Web Designer
University Of Miami
08.2007 - 08.2010
- Designed user interface to meet client specifications.
- Improved overall site aesthetics through the use of high-quality graphics, typography choices, color schemes, and layout principles.
- Update and redesign websites for the Department of Medicine/Office of Research.
Education
Bachelor of Applied Science - Supervision And Management
Broward College
Fort Lauderdale, FL2019
Associate of Science - Digital Media/Multimedia Technology
Broward College
Fort Lauderdale, FL2013
Skills
- Jira, Atlassian
- Troubleshooting and QA
- Responsive Design Approaches
- Scrum Framework
- Prioritization and Execution
- User and UX Research
- Stakeholder Alignment
- Agile Software Development
- User Feedback Collection
- Product Lifecycle Management
- Product Roadmaps
- End to End Feature Delivery
Certification
Professional Scrum Product Owner I (PSPO I)
Languages
Spanish
Native or Bilingual
Timeline
Product Manager
BRANY - CITI Program
03.2022 - Current
Help Desk Supervisor and Product Manager
BRANY - CITI Program
03.2019 - 03.2022
Help Desk Supervisor
BRANY - CITI Program
03.2016 - 03.2019
Senior Help Desk Technician
BRANY - CITI Program
03.2012 - 03.2016
Junior Help Desk Technician
BRANY - CITI Program
08.2010 - 03.2012
Web Designer
University Of Miami
08.2007 - 08.2010
Bachelor of Applied Science - Supervision And Management
Broward College
Associate of Science - Digital Media/Multimedia Technology
Broward College
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