Rodolfo Daniel Atkinson
Buda
Summary
Accomplished client support leader with over 10 years of progressive experience in security systems and technical support. Promoted to Manager overseeing team operations, project management, and process development. Holds multiple industry certifications and recognized for outstanding service, training, and vendor relations. Proven track record in team leadership, technical troubleshooting, and cross-functional collaboration.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Manager, Client Support Center
Mobile Communications America
12.2023 - Current
- Directed daily service operations, leading cross-functional teams to deliver exceptional customer service, operational efficiency, and consistent SLA compliance.
- Recruited, coached, mentored, and evaluated service technicians and staff, building high-performing teams focused on accountability, continuous improvement, and professional development.
- Developed and implemented comprehensive onboarding, training programs, and performance standards that improved employee competency, product knowledge, and service quality.
- Established company-wide service processes, workflows, and operational standards that increased efficiency, improved consistency, and continue to support organizational success.
- Analyzed KPIs, service reports, and operational metrics to identify trends, improve performance, and support strategic business decisions.
- Strengthened customer relationships by proactively addressing service needs, resolving escalated issues, and delivering solutions that increased customer satisfaction and retention.
- Partnered with sales and internal departments to develop customized service solutions, improve communication, and streamline cross-functional operations.
- Spearheaded implementation of new service software and operational tools that enhanced the company's patented service offering and improved team productivity.
- Reduced customer downtime through proactive service planning, preventive maintenance strategies, and effective communication with clients and internal stakeholders.
- Managed team priorities, scheduling, resource allocation, and performance management while fostering a customer-focused culture centered on operational excellence and continuous improvement.
Client Support Center Technician/Team Lead
Mobile Communications America
06.2019 - 12.2023
- Assisted in installation, maintenance, troubleshooting, and repair of security systems, ensuring maximum system reliability, performance, and uptime.
- Diagnosed complex hardware, software, and network issues using advanced root cause analysis, reducing recurring failures and minimizing service interruptions.
- Directed technical project execution, software upgrades, and large-scale deployments while maintaining quality standards, project timelines, and customer expectations.
- Developed standardized installation procedures, technical documentation, and best practices that improved workflow efficiency and service consistency.
- Mentored and trained technicians on troubleshooting methodologies, equipment operation, safety requirements, and emerging technologies, strengthening team capabilities.
- Collaborated with engineering, operations, and project management teams to implement new technologies and optimize service delivery processes.
- Analyzed system performance metrics and operational data to identify improvement opportunities, enhance system performance, and support strategic initiatives.
- Delivered exceptional technical support by resolving complex customer issues, educating end users, and ensuring successful equipment operation after installation.
- Coordinated work assignments, mitigated project risks, and maintained operational readiness through proactive planning and effective resource management.
- Leveraged technical expertise, analytical problem-solving, and system lifecycle management to deliver high-quality solutions that consistently exceeded customer expectations.
Client Support Center Administrator
Knight Security Systems
04.2014 - 06.2019
- Managed daily administrative operations, streamlining workflows and implementing process improvements that enhanced operational efficiency and overall office productivity.
- Coordinated schedules, resource allocation, training sessions, and client service requests to ensure seamless operations and effective organizational support.
- Developed and maintained reporting systems, dashboards, and performance metrics to support executive decision-making and departmental accountability.
- Managed financial administration, including recurring invoice generation, financial reporting, customer value statements, and discrepancy resolution to ensure fiscal accuracy.
- Prepared executive reports, presentations, and business documentation while analyzing complex operational issues to support strategic initiatives and leadership objectives.
- Collaborated with cross-functional teams, vendors, and business partners to improve communication, align operational priorities, and support organizational goals.
- Supported employee onboarding by coordinating training, providing administrative guidance, and facilitating successful integration into the organization.
- Strengthened customer and stakeholder relationships by analyzing feedback, improving service delivery processes, and implementing initiatives that enhanced client satisfaction.
Education
Bachelor of Arts - Political Science And Government
The University of Texas At Austin
Austin, TX05-2007
Skills
- Technical Leadership
- Team Leadership
- Technical Troubleshooting
- Problem Solving
- Process Optimization
- Staff Training & Development
- Coaching & Mentoring
- Technical Support
- Analytical Thinking
- KPI Monitoring
- Task Delegation
- Operational Efficiency
Certification
As a manager, I no longer have valid certifications as it is not a requirement, but I am very knowledgeable in the following Video Surveillance and Access Control Software platforms: Hexagon, OpenOptions, Milestone Systems, Genetec, DMP, OpenEye, ExacqVision, Avigilon, Bosch, and Lenel/S2/Honeywell. I also have my CJIS Certification and Private Security License.
I also have some experience in troubleshooting networks and servers, and I quickly pick up on new software programs.
Timeline
Service Manager, Client Support Center
Mobile Communications America
12.2023 - Current
Client Support Center Technician/Team Lead
Mobile Communications America
06.2019 - 12.2023
Client Support Center Administrator
Knight Security Systems
04.2014 - 06.2019
Bachelor of Arts - Political Science And Government
The University of Texas At Austin