Summary
Overview
Work History
Education
Skills
Timeline
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JOE RODRIGUEZ

San Antonio,TX

Summary

Experienced Technical Support Manager with over 15 years of experience in leading technical support teams, driving process improvements, and enhancing customer satisfaction. Adept at managing cross-functional teams, optimizing workflows, and providing expert guidance on complex technical issues. Passionate about creating a positive work environment, fostering team development, and delivering outstanding customer experiences. Seeking to leverage my expertise in technical support and leadership to contribute to Omnidian’s mission of building a sustainable future through innovative energy solutions.

Overview

25
25
years of professional experience

Work History

Operations Transformation Consultant

Pro-Vigil Surveillance
02.2024 - Current
  • Spearheaded transformation initiatives to optimize workflows within the Mobile Solar Production and Project Management teams.
  • Designed and implemented efficient processes for production builds and project management, enhancing timely delivery and customer service.
  • Provided leadership with insights into team performance through tracking KPIs and KBO metrics.
  • Collaborated with cross-functional teams to ensure alignment with organizational goals.

Technical Support Manager

Pro-Vigil Surveillance
07.2023 - 02.2024
  • Led continuous improvement initiatives by creating and tracking Key Business Objectives (KBOs) and Key Performance Indicators (KPIs).
  • Extracted essential data from Zendesk and SalesForce reports to inform strategic planning.
  • Optimized business operations by implementing standards, policies, and procedures.
  • Achieved a 97% Customer Satisfaction (CSAT) rating through strategic enhancements in technical support.
  • Managed a Tier 2 and Tier 3 customer support team of 10 specialists, reducing resolution time and backlog of solar-related issues.
  • Fostered positive relationships with ancillary teams to promote effective collaboration and client success.
  • Provided expert guidance on hardware and network issues, and trained sales development teams to leverage support services for revenue goals.

Manager, Technical Support

Rackspace
07.2019 - 07.2023
  • Led global expansion of Enterprise Change Management Team into India and Mexico.
  • Onboarded and mentored new team members for seamless integration.
  • Led a world-class support team of 72+ engineers for enterprise-level client support.
  • Enhanced cross-functional organizational capacity through departmental collaboration.
  • Promoted team for increased brand awareness across departments.
  • Implemented process improvements through KPIs and MORs for superior service delivery.
  • Maintained detailed records, reporting progress and KPIs to ELTs.
  • Identified and nurtured Team Leads and POCs for operational continuity.
  • Established a mentorship program to cultivate new leaders within the organization.
  • Effectively managed internal and external customer escalations for timely resolution.

Senior Technical Support Specialist

Rackspace
10.2012 - 07.2019
  • Ensured technical assistance and partnership by managing change requests across departments.
  • Served as the Point of Contact (POC) for managing the team's daily workflow, coverage, and operations in the absence of leaders.
  • Handled both internal and external feedback from clients and adjusted support priorities as needed.
  • Supervised the newly established Support Specialist team to ensure efficient resolution of Enterprise Customer concerns.

Signal Support Systems Specialist

Department Of Army
06.1999 - 10.2012
  • Supervised and aided in the operation of battlefield signal support equipment and terminal devices.
  • Provided commanders and staff with signal support system maintenance and technical support.
  • Ensured signal-level equipment worked within restrictions.
  • Provided technical support to users of Command and Control computer systems and DoD classified and unclassified networks.
  • Developed and implemented information services policies for supported organizations.

Education

High School Diploma -

Luther Burbank High School
San Antonio, United States
05.1999

Skills

  • Team Leadership and Development
  • Process Improvement and Optimization
  • Technical Support and Troubleshooting
  • Customer Relationship Management
  • Cross-Functional Collaboration
  • Strategic Planning and Execution
  • Data Analysis and Reporting
  • KPIs and Metrics Tracking
  • Excellent Communication Skills
  • Customer Service

Timeline

Operations Transformation Consultant

Pro-Vigil Surveillance
02.2024 - Current

Technical Support Manager

Pro-Vigil Surveillance
07.2023 - 02.2024

Manager, Technical Support

Rackspace
07.2019 - 07.2023

Senior Technical Support Specialist

Rackspace
10.2012 - 07.2019

Signal Support Systems Specialist

Department Of Army
06.1999 - 10.2012

High School Diploma -

Luther Burbank High School

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JOE RODRIGUEZ