Summary
Overview
Work History
Education
Skills
Timeline
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Nicholas Rodriguez

Paragould,AR

Summary

Solution-focused Lead Technical Support Engineer known for ensuring high productivity and efficient task completion. Specialized in troubleshooting complex software issues, implementing scalable technical solutions, and managing cross-functional teams. Excel at problem-solving, communication, and leadership, making significant contributions to team success and customer satisfaction.

Overview

6
6
years of professional experience

Work History

Lead Technical Support Engineer

Blue Line Foodservice Distribution
Detroit, MI
07.2023 - Current
  • Interfaced with vendors in order to resolve hardware and software conflicts or compatibility issues.
  • Coordinated efforts between internal teams including network engineers, system administrators and database administrators.
  • Created documentation outlining specific procedures for resolving customer issues quickly and efficiently.
  • Worked closely with other departments such as sales, engineering, operations and marketing to develop effective customer solutions.
  • Performed system administration tasks such as upgrades, patches, security reviews, backups and restores and user account management.
  • Provided after-hours emergency support when necessary.
  • Provided real-time support via phone, email, and chat to address customer technical concerns.
  • Trained end-users and internal staff on new technologies and system updates.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.

Help Desk Representative

Blue Line Foodservice Distribution
Detroit, MI
03.2022 - 07.2023
  • Installed, configured, and troubleshot software applications on customer computers.
  • Responded promptly to customer inquiries regarding product features and functionality.
  • Monitored help desk tickets to ensure timely resolution of customer inquiries.
  • Documented all customer interactions within ticketing system for future reference.
  • Provided technical assistance to customers via phone, email, and in-person support.
  • Developed strategies to improve customer experience while using company products or services.
  • Updated knowledge base articles with newly acquired information regarding products or services.
  • Provided technical assistance to customers over the phone and via email.
  • Analyzed trends in incoming requests to identify areas of improvement within the organization's infrastructure.
  • Provided support to colleagues in resolving complex technical problems encountered during their daily operations.
  • Assisted with network connectivity issues for users in remote locations.

Manager

Little Caesars
Paragould, AR
02.2018 - 03.2022
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Ensured compliance with industry regulations and company policies.

Education

High School Diploma -

Paragould High School
Paragould, AR
05-2019

Skills

  • Incident Management
  • Customer Support
  • Network Administration
  • Advanced troubleshooting
  • Software Development
  • Training and mentoring
  • Technical Documentation
  • Databases: MongoDB and SQL
  • Software Testing and Validation
  • Research and Development
  • Strong analytical skills
  • Strategic Thinking
  • Self Motivation
  • Multitasking
  • Time Management
  • Team building
  • Teamwork and Collaboration

Timeline

Lead Technical Support Engineer

Blue Line Foodservice Distribution
07.2023 - Current

Help Desk Representative

Blue Line Foodservice Distribution
03.2022 - 07.2023

Manager

Little Caesars
02.2018 - 03.2022

High School Diploma -

Paragould High School

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