Robert Rodriguez
Wappingers Falls
Summary
Strategic IT support manager with 20 years of experience in aligning technology with business objectives. Expertise in enhancing service delivery and optimizing operations within enterprise environments. Proven track record in leading projects and mentoring teams to implement effective troubleshooting solutions. Skilled in translating business needs into scalable, cost-effective IT solutions that drive organizational performance.
Overview
33
33
years of professional experience
Work History
Enterprise IT Support Manager
Radiology Partners
El Segundo
01.2020 - Current
- Directed staffing and workforce development for 25+ IT Support and HL7 Analysts, driving recruitment efforts and implementing effective training programs.
- Recruited, hired, and developed high-performing IT support professionals to drive team effectiveness and service quality.
- Led performance management processes, delivering evaluations and customized development plans to enhance employee performance and ongoing growth.
- Optimized daily operations of RP IT systems across the practice, driving increased efficiency and system performance.
- Consistently delivered service performance exceeding 90% SLA targets for response time, resolution, and quality metrics, ensuring the highest standards of operational excellence.
- Managed and prioritized incidents and service requests, enabling timely responses and enhancing overall service delivery performance.
- Developed and implemented ServiceNow ticketing dashboards to track team performance metrics, enabling data-driven insights and supporting continuous improvement initiatives to enhance service delivery.
Level 3 IT Support Analyst
Radiology Partners
El Segundo
12.2018 - 01.2020
- Acted as the primary escalation point for complex IT issues, troubleshooting diverse end-user problems across desktops and laptops.
- Managed user access incidents and service interruptions to ensure system reliability and consistent user experience.
- Troubleshot clinical applications and network connectivity issues across multiple client sites and internal environments.
- Analyzed recurring issues affecting clients, collaborating with internal teams and vendors to implement long-term solutions.
- Developed comprehensive knowledge base documentation to support tier 2 operations and streamline resolution processes.
- Identified training gaps within tier 2 team, enhancing service quality and operational consistency.
- Utilized ServiceNow to document incidents, track resolutions, and maintain accurate knowledge articles, improving communication throughout support lifecycle.
- Coordinated planned and unplanned downtimes, ensuring adherence to procedures and effective stakeholder communication.
IT PACS Support Manager
Teleradiology Specialists
Glendale
05.2017 - 12.2018
- Managed 24/7 support operations, consistently meeting SLA targets and reducing resolution times.
- Drove IT strategy and implemented technology upgrades, improving system performance and reliability.
- Scaled high-performing IT support team, enhancing productivity, service quality, and staff retention.
- Oversaw IT budgets and vendor relationships, optimizing costs while aligning solutions with business objectives.
- Strengthened security controls, ensuring HIPAA compliance and maintaining audit readiness.
- Streamlined support processes and developed knowledge base resources, increasing efficiency and first-call resolution rates.
- Conducted root cause analysis and proactive issue management, reducing recurring incidents.
- Collaborated cross-functionally to address risks, enhancing service delivery and customer satisfaction.
Network & PACS Administrator
RadNet
Los Angeles
08.2003 - 05.2017
- Delivered technical support for high-volume diagnostic imaging organization, enhancing system uptime and end-user satisfaction.
- Engineered VPN and HL7 connectivity solutions, enabling secure data exchange for clients.
- Supported large-scale PACS upgrades, optimizing system performance and enterprise application monitoring.
- Analyzed business needs, implementing customized IT solutions that reduced system downtime.
- Deployed and configured servers, workstations, and laptops to ensure optimal performance and readiness.
- Administered Windows Server environments (2008–2016) across multiple hospital systems nationwide.
- Managed virtual environments using Hyper-V and VMware, improving infrastructure scalability.
- Strengthened cybersecurity posture through proactive measures, mitigating threats across systems.
Help Desk Support Analyst
IBM
Fishkill
04.2003 - 08.2003
- Delivered frontline technical support for 40,000+ users in Windows environments.
- Managed high-volume call queues to provide timely solutions for Microsoft and hardware issues.
- Resolved desktop network and application issues to enhance user productivity and reduce downtime.
- Utilized Tivoli (TSD) ticketing system to track, prioritize, and escalate incidents.
- Troubleshot hardware, software, LAN/WAN, and access issues including permissions and system restores.
- Diagnosed complex synchronization issues with Oracle-based applications for mobile and laptop devices.
- Achieved high customer satisfaction through clear communication and swift resolution of technical problems.
IT Technical Supervisor
MCI International
Ray Brook
02.1993 - 01.2003
- Supervised and developed team of 20 IT professionals, improving service delivery responsiveness across global operations.
- Led project management for LAN/WAN deployments, achieving on-time network implementations for international offices.
- Resolved network hardware and software issues in multi-OS environments, ensuring high system uptime and stability.
- Supported rollout of global IP-based VPN, strengthening secure connectivity across worldwide locations.
- Implemented advanced communication and security technologies, enhancing infrastructure efficiency and reliability.
- Deployed and managed enterprise email systems, increasing communication reliability across teams.
- Standardized software solutions across workstations, streamlining system performance and user experience.
- Delivered executive-level technical support for senior leadership, ensuring seamless operations across global offices.
Education
Some College (No Degree) - Computer Science
Westchester Business Institute
White Plains, NYSkills
- ServiceNow administration
- ITIL frameworks
- Incident resolution
- Technical support
- Performance management
- Root cause analysis
- Service management
- Problem solving and analysis
- Team leadership
- Staff training
- Collaboration and teamwork
- Customer service expertise
- Communication skills
Timeline
Enterprise IT Support Manager
Radiology Partners
01.2020 - Current
Level 3 IT Support Analyst
Radiology Partners
12.2018 - 01.2020
IT PACS Support Manager
Teleradiology Specialists
05.2017 - 12.2018
Network & PACS Administrator
RadNet
08.2003 - 05.2017
Help Desk Support Analyst
IBM
04.2003 - 08.2003
IT Technical Supervisor
MCI International
02.1993 - 01.2003
Some College (No Degree) - Computer Science
Westchester Business Institute