Erika Rodriguez
Business Sales Implementation Manager
Orlando,FL
Summary
Knowledgeable Implementation Manager with more than 16 years of experience driving critical technology planning and deployment. Researched approach to assessing installation, maintenance and troubleshooting barriers to determine corrective action. Comprehensive resource for managing implementations throughout lifecycle. Extensive oversight for documentation to streamline setup and preservation processes.
Overview
20
20
years of professional experience
2
2
Certifications
1
1
Language
Work History
Business Sales Implementation Manager
T-Mobile
Orlando, FL
12.2021 - Current
- Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
- Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Address complex front-line support issues and ensure seamless launch execution for enterprise clients.
- SME for DialPad, Connected Workplace, and CSAT (Customer Satisfaction Survey) integrations
- Improved collaboration with sales teams, increasing sales engagement from 50% to 100% on implementation projects
Senior Telecommunications Administrator
Universal Studios Parks & Resorts
Orlando, FL
10.2019 - 12.2021
- Provide operational telecom support: asset tracking, device provisioning, and wireless auditing.
- Implemented auditing protocols that reduced monthly overages by $10,000 and increased asset tracking accuracy by 40%
- Troubleshoot network, voicemail, and email issues; manage ServiceNow ticketing and policy compliance
- Supporting processes and assisting HR with new hire and separation tech protocols.
- Developed comprehensive training materials to educate team members on best practices for telecommunications administration.
- Conducted regular audits of telecommunications systems, identifying opportunities for improvement and implementing necessary changes.
- Enhanced customer satisfaction by troubleshooting and resolving complex technical issues in a timely manner.
- Led the successful migration of legacy systems to modern platforms without disrupting daily operations or compromising service quality.
- Optimized resource allocation, resulting in cost savings and improved operational efficiency.
- Managed vendor relationships, negotiating favorable contract terms and ensuring service level agreements were met.
Global Telecom Administrator
NICE SYSTEMS LTD
Hoboken, New Jersey
05.2016 - 07.2019
- Delivered global support for enterprise wireless infrastructure, including direct responsibility for international regions
- Traveled onsite to Israel to conduct employee training and onboarding for newly integrated teams, ensuring alignment with internal telecom standards and tools.
- Designed and led structured training programs to onboard employees from newly acquired companies into the organization’s new MDM (Mobile Device Management) platform.
- Presented monthly executive-level telecom reports highlight budget performance, user trends, and strategic optimization opportunities.
- Directed an in-building Distributed Antenna System (DAS) project to enhance internal wireless coverage across office sites.
- Created detailed telecom training guides to standardize mobile technology use across business units during enterprise transitions.
- Administered mobile infrastructure using Microsoft Intune, Mass360, and VPN access controls, ensuring secure and compliant operations.
- Oversaw Microsoft 365 migration and vendor transitions to improve communication workflows and reduce operational costs.
- Managed telecom budgets, led vendor negotiations, and produced monthly executive telecom reports on usage, billing, and savings opportunities.
- Authored telecom training guides and built a knowledge base to support the internal telecom team and new employee onboarding.
- Saved the company over $500,000 through strategic telecom auditing, contract renegotiation, and cost optimization initiatives.
Tier 3 Advanced Technical Support
AT&T
Paramus, New Jersey
02.2008 - 05.2016
- Provided Tier 3 advanced technical support to business clients, resolving complex wireless, device, and network-related issues across mobile platforms.
- Diagnosed and escalated critical network outages and infrastructure failures to appropriate engineering teams, ensuring minimal downtime for enterprise customers.
- Assisted end users with OS-related troubleshooting (iOS, Android, Blackberry), firmware updates, and hardware/software compatibility issues.
- Guided customers through advanced configuration steps for Voicemail, Wi-Fi Calling, SIM provisioning, tethering, and hotspot usage.
- Collaborated with account managers and field engineers to troubleshoot enterprise-specific technical requirements and device rollouts.
- Documented issue trends and contributed to knowledge base articles to improve first-call resolution and reduce escalations.
National Business Sales Representative
AT&T
Paramus, New Jersey
02.2008 - 05.2016
- Managed a portfolio of small to large enterprise accounts, providing tailored wireless and mobility solutions to meet complex business needs.
- Negotiated business contracts and service agreements, achieving high client retention and revenue growth.
- Partnered with internal departments to facilitate smooth activations, account transitions, and escalated issue resolution.
Procurement Specialist (92Y) Team Leader
Army National Guard
03.2005 - 03.2009
- Managed ordering, supply chain, and inventory control operations for military units in multiple remote overseas locations.
- Oversaw property accountability and maintained accurate records of equipment and supplies.
- Supervised and trained new recruits in logistics procedures, procurement systems, and secure equipment handling.
- Ensured all military equipment was mission-ready, properly maintained, and securely stored.
- Conducted regular inspections, reconciliations, and reports in compliance with Army logistics policies.
Education
Master of Science (MS) - Data Analytics
Eastern University
Master of Science (MS) - Information Technology Project Management
American Military University
Bachelor of Science (BS) - Human Resource Management: Business Minor
University of Phoenix
Skills
- Microsoft Office
- Microsoft Intune
- Mass360
- Service Now
- ABM
- Geotab
DialPad
Connected Workplace
Certification
Google Project Management Certificate
Locations
- Orlando, FL, 32801
- Hoboken, NJ, 07030
- Paramus, NJ, 07652
- Teaneck, NJ, 07666
Timeline
Business Sales Implementation Manager
T-Mobile
12.2021 - Current
Senior Telecommunications Administrator
Universal Studios Parks & Resorts
10.2019 - 12.2021
Global Telecom Administrator
NICE SYSTEMS LTD
05.2016 - 07.2019
Tier 3 Advanced Technical Support
AT&T
02.2008 - 05.2016
National Business Sales Representative
AT&T
02.2008 - 05.2016
Procurement Specialist (92Y) Team Leader
Army National Guard
03.2005 - 03.2009
Master of Science (MS) - Information Technology Project Management
American Military University
Bachelor of Science (BS) - Human Resource Management: Business Minor
University of Phoenix
Master of Science (MS) - Data Analytics
Eastern University
Similar Profiles
DeShawn MurphyDeShawn Murphy
Account Expert at T-MobileAccount Expert at T-Mobile
Basem ShadadBasem Shadad
Mobile Expert at T-MobileMobile Expert at T-Mobile
Heather BradleyHeather Bradley
Sr. SDET at T-MobileSr. SDET at T-Mobile
Michael SedenoMichael Sedeno
Lead Retail Sales Associate at T-MobileLead Retail Sales Associate at T-Mobile
Kenisha HusbandsKenisha Husbands
Greeter at Launch Entertainment ParkGreeter at Launch Entertainment Park