David Rosas Cruz
Eugene,OR
Summary
I have Lead Multiple Teams for 8 years some of my skills is im very Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills. Also im fluent in Spanish.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Support Supervisor
Kaiser Permanente
08.2015 - 02.2024
- Supervise the KP Digital support onshore and offshore
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Assisted with the development of internal tools designed to streamline support workflows and enhance overall productivity.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Researched and identified solutions to technical problems.
- Developed and implemented preventive maintenance procedures.
- Host daily check ins for both onshore and offshore, oversee weekly reports, assist with weekly LDAP fixes oversee/manage ticketing and customer services handle Executive escalation
ServiceNow, SQL Developer, Ping Directory, All main frame, Health connects systems (Epic), Microsoft Office, Microsoft Teams - Streamlined support processes for increased efficiency and faster issue resolution.
Help Desk Technical Support
Rose International
06.2015 - 08.2015
- Onsite supervisor T2 team
- Participate in daily meetings including high impact, upcoming releases, LDAP fixes and daily activity such as triage Remedy ticketing and customer services.
- Oversee and support Incident Management team and Problem management Team.
- Collaborated and created Training documentation.
- Remedy, IE11, SQL developer, 24x7 on call duties, Lotus Notes, Main Frame, Owner
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Lead Technician
Accessible Systems
05.2009 - 02.2012
- Managed all trades for converting homes to become ADA complaiance.
- Including budgeting and ordering supplies
- A great deal of this work revolved on communication and customer comprehension.
Education
GED -
Sunset Learning
Denver, COSkills
- SQL Developer
- Ping Directory
- Main frame
- Health connects systems (Epic)
- Microsoft Office, Microsoft Teams
- ServiceNow
- Tracking and Documentation
- Critical Thinking
- Fluent in Spanish
- Team Leadership
- Project Management
- Complex Problem-Solving
- Job Assignments
- Managing Career Progression
- Employee Training
- Coaching and Mentoring
- Managing Multiple Tasks
- Managing Operations and Efficiency
- Technical Support
Accomplishments
- Onboard and Trained a New Call center (Offshore)
- Engage and collaborated with Leaders to set up a process improvement for member support
- Process Improvement & Operational Efficiency: Call avoidance Initiatives: Identified automation opportunities and drafted workflow scripts for proactively identifying data inconsistencies. i.e. cases and queueing files for remediation. Reduced manual work by 20% initially and projected 90% reduction.
- Workflow Optimization: Revamped ticket naming/coding in ServiceNow to provide clarity and consistency across support teams and identify product improvement opportunities to reduce friction and expand consumer self-help guidance.
- Charged with tackling data duplication issues that impede member/patient access to digital health platform, impacting approximately 80K members annually
- Managed weekly data cleanup processes including directing database engineers on remediation required Management Team
- Investigated (account) data discrepancy across HealthPlan Membership and Epic Health Records.
- Worked closely with Product, Development and Business Partners across Kaiser Permanente functions and regions to improve member support experience and expedite remediation of issue.
- Trained and mentored Tier1 and Tier2 (off-shore) Teams by sharing knowledge, best practices and assisting with troubleshooting member issues to expedite remediation.
- Implemented Real-Time Support for Tier1 Agents with lowest first call resolution rate, increased their first call resolution by 47%.
Certification
- Currently working on C+ Certification
- Operations Management Certification
Timeline
IT Support Supervisor
Kaiser Permanente
08.2015 - 02.2024
Help Desk Technical Support
Rose International
06.2015 - 08.2015
Lead Technician
Accessible Systems
05.2009 - 02.2012
GED -
Sunset Learning