William Rodriguez

• Collaborated with cross-functional teams to develop and implement effective IT solutions for business needs.
• Provided comprehensive user support, resolving technical issues quickly to minimize disruptions.
• Designed robust database structures that supported efficient data management and reporting capabilities.
• Proactively identified potential risks associated with system changes by conducting thorough impact assessments.
• Escalated project-related issues quickly to help rectify problems and avoid delays.
• Participated in change management initiatives, supporting seamless transitions during technology upgrades or process overhauls.
• Improved system efficiency by streamlining processes and implementing automation tools.
• Developed comprehensive training materials for end-users on various systems and applications, enhancing overall user competency levels.
• Mentored junior analysts, sharing industry knowledge and best practices to improve team performance.
• Managed multiple projects simultaneously, consistently meeting deadlines while maintaining high-quality results.
• Created all troubleshooting documentation and distributed it to team members and key stakeholders.
• Conducted thorough systems analysis to identify areas for improvement, leading to increased efficiency across the organization.
• Enhanced security measures by conducting regular audits and implementing necessary updates.
• Reduced downtime for critical business applications by proactively identifying and resolving system issues.
• Identified areas that could be improved through specific processes and addition of new software.
• Participated in risk assessment analysis for Structure Ware - DCE products, applying standard change control procedures to minimize inherent liability in software releases.
• Created customized development frameworks for customers based on specific business goals and budgetary constraints.
• Worked closely with business users and business analysts to understand functionality and propose creative solutions to meet business needs.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Offered input for complex documents to support client-ready final versions.
• Collaborated with upper management to drive strategy and implement new processes.

• Planned network redundancy systems using information engineering and structured analysis.
• Performed system analysis, documentation, testing, implementation and system support for platform transitions.
• Conducted system analysis and implementation to maintain and improve network support systems.
• Installed system updates to address vulnerabilities and reduce security issues.
• Diagnosed, troubleshot and resolved network and system problems.
• Organized system operating procedures to strengthen controls to over 5000 redundancy devices.
• Improved systems with addition of new features and infrastructure design.
• Investigated system issues and implemented resolutions to reduce downtime.
• Researched and adopted new technologies to add value to existing offerings.
• Discovered root causes of problems and identified appropriate solutions.
• Provided client support on system operation and troubleshooting.
• Gathered requirements and performed gap analysis through design workshops with users.
• Resolved or escalated problem tickets to resolve user issues.

• Working closely with various customers from different organizational departments that frequently calls for support on daily. This role will involves reinforcing close levels of trust with customers.
• Led help desk team personal in identifying and developing ideas that will promote self- service processes that will allow our customers to assist themselves. By developing user- friendly training materials such as,

1- Easy to follow Step by step tutorials

2- Instructional Videos

3- Con Edison Virtual Office tutorial guides

4- Educating customers on how to work remotely from home using (CEVO) Con Edison Virtual Office

5- Promote online Training via “Quick-Help” in the new Windows and office environments.

6- Main Frame Troubleshooting guides to support the new CSS desktop

7- Windows 10 “in- place” upgrade assistance with (Missing applications and system drivers)

8- Password Management Tool & HP Service Management

• Handled 95 percent of calls within 25 seconds to address customer inquiries and concerns.
• Increased customer satisfaction by working closely with various customers from different organizational departments that frequently calls to help desk for support on daily. My role involves me to develop close levels of trust with customers, and by understanding and identifying various needs, circumstances and level of importance of that customer.
• Drove operational improvements which resulted in sharpening response time. Reducing escalated tickets to level 2 support. Additional procedures have been implemented to better assist our business customers and reduce escalation process and meeting Key Performance Indicator.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Developed team communications and tutorial information guides for Account Lockouts. Revised Interactive Voice Response process used to securely authenticate all company employees. protecting company assets and enhancing security principles and enhance awareness.
• Monitored social media and online sources such as Cybrary, and other cyber related publications to improve threat awareness to employee personal.
• Performed system analysis, documentation, testing, implementation and user support for platform transitions.

• Made recommendations regarding information technology infrastructure overhauls for efficiency.
• Monitored networks and network devices to resolve technical problems quickly.
• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, implementation and comprehensive support.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Standardized job tasks and trained junior team members on industry best practices and standards.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Drove operational improvements which resulted in savings and improved profit margins.
• Increased customer satisfaction by resolving various in house and application issues.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Handled high volume calls to address customer inquiries and concerns. This increase plus one customer satisfaction by 90%.
• Resolved problems, improved operations and provided exceptional client support.