Ricardo Rodriguez
NJ
Overview
5
5
years of professional experience
Work History
Help Desk Analyst I (Contract)
Titan Technology Group
Remote
04.2024 - 09.2024
- Provided Tier 1 & Tier 2 IT support to non-technical internal users through desk side support services.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Maintained detailed documentation of all help desk interactions for future reference and analysis via O365.
- Handled 40-50 inbound calls with a 90% resolution rate.
Information Technology Analyst
PRIVATE ROOM LLC
Westwood, NJ
08.2021 - 07.2024
- Provided Tier 1 and Tier 2 support for M365 and SharePoint development teams, troubleshooting and resolving both standard and custom application issues.
- Collaborated with cross-functional teams to troubleshoot technical issues, providing exceptional customer support via phone, video conferencing (Zoom/Teams), and email.
- Developed and maintained expertise in emerging technologies related to M365, SharePoint, and custom applications to better support staff and enhance service delivery.
- Diagnosed and repaired hardware, peripherals, and software issues with a 95% success rate leading to a decrease in downtime by 30%.
E-Commerce Manager
FLOWERS BY EE LLC
Haworth, NJ
02.2024 - 06.2024
- Collaborated with IT department to streamline the process of extracting real-time shopper data from SAP, resulting in a 30% improvement in response time for targeted marketing campaigns
- Implemented advanced data harmonization techniques within SAP to synchronize pricing, promotions, and assortments across all ecommerce platforms, leading to a 20% reduction in cart abandonment rates
- Established strong relationships with key flower wholesale suppliers, leading to a 10% reduction in costs through negotiation and improved terms.
Overnight Assistant Manager
FOOTLOCKER INC
East Rutherford, NJ
01.2020 - 01.2022
- Coordinated daily shipment schedules with 5 different vendors to ensure on-time delivery, resulting in a 98% on-time delivery rate and reducing shipping costs by 15%
- Executed logistics strategy to optimize vendor selection based on historical performance data, leading to a 20% improvement in delivery efficiency and a cost savings of $10,000 per quarter
- Reconciles and files nightly paperwork from FTL CRM, WSSR, store to store transfer documents, store shipment manifests and all other receiving documents per company.
Education
Bachelor of Science (B.S.) - Cyber Security / National Security Studies
New Jersey City University
Jersey City, NJSkills
- SQL
- Tableau
- PowerBI
- E-Commerce Management
- Data Harmonization
- SAP Integration
- Fraud Prevention
- Chargeback Management
- Risk Management
- Cross-functional Collaboration
- Data Analysis
Office 365
Timeline
Help Desk Analyst I (Contract)
Titan Technology Group
04.2024 - 09.2024
E-Commerce Manager
FLOWERS BY EE LLC
02.2024 - 06.2024
Information Technology Analyst
PRIVATE ROOM LLC
08.2021 - 07.2024
Overnight Assistant Manager
FOOTLOCKER INC
01.2020 - 01.2022
Bachelor of Science (B.S.) - Cyber Security / National Security Studies
New Jersey City University