Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nicholas Rodriguez

Paragould,AR

Summary

Dependable Technical Support Engineer with 6 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.

Overview

7
7
years of professional experience

Work History

Lead Technical Support Engineer

Blue Line Foodservice Distribution
Detroit, MI
07.2023 - Current
  • Developed and implemented technical support processes to ensure customer satisfaction.
  • Maintained a high level of knowledge on current industry trends and best practices related to technical support.
  • Researched, analyzed, evaluated, tested and recommended new technologies to improve existing systems.
  • Provided technical expertise in the installation, configuration, maintenance, and troubleshooting of hardware and software applications.
  • Documented all customer interactions in order to provide accurate information for future reference.
  • Investigated complex problems reported by customers and developed solutions that met their needs.
  • Assisted with the development of service-level agreements with customers regarding response times, resolution times.
  • Provided after-hours emergency support when necessary.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Collaborated with teams to solve technical customer problems across product suites.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Configured, monitored, and maintained cloud infrastructure such as virtual machines, networks, and storage.
  • Deployed microservices on Kubernetes clusters in order to increase scalability and availability of services across multiple regions.
  • Provided technical assistance during the setup and installation process of products or services.
  • Developed and implemented automation scripts for Azure services using PowerShell and Bash.

Subject Matter Expert

Little Caesars
Paragould, AR
05.2018 - Current
  • Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
  • Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
  • Created detailed reports on project progress, metrics, and results for stakeholders' review.
  • Generated technical documentation including system diagrams, process flow charts, white papers.
  • Assisted all locations the franchisee had owner in technology setups, office setups, and new store setups.
  • Dealt with any technology issues the stores had or the office had on reporting matters.

Help Desk Technician

Blue Line Foodservice Distribution
Detroit, MI
02.2022 - 07.2023
  • Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Created user accounts, maintained system documentation, tested and evaluated new technology.
  • Assisted in the installation of new hardware and software components.
  • Resolved network connectivity issues.
  • Performed troubleshooting to diagnose and resolve technical issues.
  • Configured security settings or access permissions for groups and individual users.
  • Ensured compliance with established standards, policies, and procedures.
  • Monitored performance and maintained systems according to requirements.
  • Updated antivirus protection on all computers on a regular basis.
  • Analyzed system logs to detect potential issues with computer systems.
  • Collaborated with IT team members to identify system requirements and resolve problems.
  • Provided end-user training when needed.
  • Responded promptly to customer inquiries via phone or email.
  • Identified recurring technical issues and provided solutions to prevent future incidents.
  • Supported remote desktop connections for users requiring assistance offsite.
  • Assisted customers with various types of technical issues via email, live chat and telephone.

Manager

Little Caesars Pizza
Paragould, AR
02.2017 - 03.2022
  • Developed and implemented customer service standards for staff to follow.
  • Trained new employees on food preparation, cash handling, and customer service techniques.
  • Monitored daily operations of the restaurant, including inventory control and ordering supplies.
  • Scheduled shifts for staff members based on weekly forecasts.
  • Maintained accurate financial records, such as sales receipts and invoices.
  • Ensured compliance with all local health regulations related to food safety.
  • Managed team of 10-15 employees in fast-paced environment.
  • Resolved customer complaints in a timely manner while maintaining excellent customer relations.
  • Responsible for interviewing, hiring and training new employees.
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.

Education

High School Diploma -

Paragould High School
Paragould, AR
05-2018

Skills

  • Technical Management
  • Technical Consulting
  • Problem-Solving
  • Support Case Resolution
  • Remote Support
  • Remote Diagnostics
  • Remote Technical Assistance
  • Customer Success Management
  • Customer Support Strategy
  • Technical Support Coordination
  • Technical Documentation
  • Hardware Troubleshooting
  • Technical Troubleshooting
  • ServiceNow Ticket Tracking
  • Teamwork And Collaboration
  • Cloud Services
  • Linux
  • Collaboration
  • Team Management
  • Databricks
  • Azure

Accomplishments

  • Employee of the Month
  • Lead Technical Support Engineer

Timeline

Lead Technical Support Engineer

Blue Line Foodservice Distribution
07.2023 - Current

Help Desk Technician

Blue Line Foodservice Distribution
02.2022 - 07.2023

Subject Matter Expert

Little Caesars
05.2018 - Current

Manager

Little Caesars Pizza
02.2017 - 03.2022

High School Diploma -

Paragould High School

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Nicholas Rodriguez