Luis Rodriguez
Sanford
Summary
Luis is a highly experienced Senior Solution Specialist with over 18 years of expertise in IT Service Management (ITSM) operations. He currently leads the CAMO NOC Operations within the Consulting division, focusing on delivering round-the-clock customer support through a 24x7 Service Desk for both commercial clients and the Central Government public sector. Luis has a strong track record of working directly with clients, managing daily interactions with approximately 100 customers to provide assistance and resolve issues effectively.
He excels in client relationship management, consistently enhancing customer satisfaction, engagement, and loyalty through strategic planning and proactive support strategies. Known for his reliability and adaptability, Luis is a collaborative team player who thrives in dynamic environments, consistently achieving results that drive customer success and retention. His skills in communication, problem-solving, and strategic execution make him a valuable asset in delivering exceptional ITSM services and fostering long-term client relationships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Solution Specialist Operations Lead
Deloitte Consulting LLP
05.2019 - Current
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced team productivity by providing ongoing training and development opportunities.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Delivered specialized Tier 1 and Tier 2 IT Service Management support for over 100 + Department of Defense (DoD) government users within a secure, secret-level environment.
- Troubleshot complex technical issues across the DoD infrastructure, with expertise in CAC/PKI/Certificate-based authentication for MS Outlook and secure network access.
- Managed and optimized Virtual Desktop Infrastructure (VDI) sessions using VMware Horizon, ensuring reliable performance and seamless remote access for government personnel.
- Utilized ServiceNow for comprehensive ticket management, consistently meeting or exceeding SLA metrics to maintain high client satisfaction.
- Performed Active Directory (AD) administration, LAPS, and VDI management to support escalated support needs within the Tier 1 team.
- Developed user guides and led training sessions for departments during migration initiatives, facilitating smooth transitions to new service desk procedures and tools.
- Generated regular reports and analytics on key service desk metrics, providing actionable insights to senior management and driving continuous process improvements.
Solution Associate
Deloitte Consulting LLP
11.2017 - 05.2019
- Client is a $476 billion American-based, multinational retail corporation which operates a chain of discount department and warehouse stores
- Provide Shared service ITSM support duties for client corporate users in the US, Canada territory as well as Latin America, utilizing numerous legacy, external computer systems and third-party applications which interface directly into their SAP Enterprise Resource Planning (ERP) retail sales and Indirect Procurement business models. Associated SAP Modules supported.
- Provide Service Desk support to employees and contractors outside regular business hours.
- Handle common issues such as password resets, VPN access, email issues, hardware problems, and basic troubleshooting.
- Escalate complex issues to appropriate workgroups during business hours.
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Consistently exceeded performance targets by effectively managing time-sensitive projects and meeting deadlines under pressure.
- Provided exceptional customer service to existing accounts, ensuring client satisfaction and order renewal.
Customer Technical Support Analyst
Oracle Corporation
08.2013 - 11.2017
- Provided technical support to customers through various channels, including phone, email, and chat.
- Diagnosed and resolved software and hardware issues for customers, ensuring quick turnaround times.
- Collaborated with cross-functional teams to facilitate the resolution of complex customer inquiries.
- Maintained extensive documentation of customer interactions, technical issues, and resolutions for future reference.
- Educated customers on software features and best practices to enhance user experience and satisfaction.
- Conducted training sessions for new hires on customer service protocols and technical product knowledge.
- Analyzed customer feedback to identify recurring issues and recommended improvements to product teams.
- Trained customers on new software features, contributing to improved customer satisfaction rates.
- Supported customers in navigating complex software environments, ensuring optimal product utilization.
- Served as a liaison between customers and internal teams such as engineering or quality assurance when necessary for issue resolution or feature requests.
Education
Valencia Community College East campus
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New Horizons Computer Learning Center
Skills
- Training and mentoring
- IT infrastructure
- Problem-solving
- Customer-oriented
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- Customer advocacy
- Client service optimization
- Customer service
- Customer support
Accomplishments
- Documented and resolved client interactions, leading to improved service delivery.
- Supervised a team of 11 staff members, fostering a productive and collaborative work environment.
- Collaborated with multiple internal and external teams to develop a streamlined ServiceNow workflow, enhancing process efficiency.
- Awarded the GPS CBO Someone Awesome Award under the Team Inclusion Integrator category, recognized among over 800 participants.
Certification
- ITIL: Foundation Certificate in IT Service Management
- Comptia Security + Certified
- US and USI Deloitte Facilitator Excellence (DFX) In-Person Certified
- Federal Compliance Training and Certification
- HIPPA Privacy Essentials
- Security Clearance
Foreign Language Skills
Spanish write/speak
Timeline
Senior Solution Specialist Operations Lead
Deloitte Consulting LLP
05.2019 - Current
Solution Associate
Deloitte Consulting LLP
11.2017 - 05.2019
Customer Technical Support Analyst
Oracle Corporation
08.2013 - 11.2017
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New Horizons Computer Learning Center
Valencia Community College East campus