wellington rodriguez

deskside support

About

Bilingual (English/Spanish) Senior Service Desk Analyst with over 19 years of experience supporting internal/external customers for top companies within communications and pharmaceutical industries. Recognized for effectively troubleshooting issues with Windows OS, software/hardware and email desktop clients; VPN client connections/Citrix connections; and virtual desktops through VSphere. Advanced communication skills, supporting users from diverse backgrounds and levels of the organization via phone, email, chat and in-person. Analytical, multi-tasking and highly motivated team player who is committed to achieving organizational objectives, while delivering customer satisfaction.

Country

united states

City

buford

Industry

logistics and supply chain

Skill

business analytics, java, excel, sql, access, microsoft office, ims, coaching, microsoft excel

Experience

senior it service desk analyst

anixter

2017-2 - Present · 9 yrs 8 mos

senior business support analyst

sanofi

2005-2 - 2010-7 · 5 yrs 6 mos

* Elaborated and provided all necessary business intelligence information to the Business Management Board for strategic and/or tactical decision-making. * Served as a project leader, successfully implementing Cegedim-Dendrite ETMS project in Caribbean region; supporting 60+ sales representatives/users. * Implemented and administered Patient Support Program initiatives. * Experienced with Sales Force productivity indicator analysis and compensation program design.

deskside support

ibm

service desk analyst

anixter

2011-7 - 2017-2 · 5 yrs 8 mos

eb 2017 Provided basic Level 1/Level 2 phone support to +30K global users; handling incident or service requests related to hardware, software, mobile devices, network/mainframe connectivity and application support. Developed/implemented analytical and tracking tool for IT management, previously non-existent; providing actual/presentable data file (extracted from Remedy using SQL queries into MS Access database and Excel pivot tables). Tool equipped management with metrics and KPI's of incident support operations; improving decision-making process. Served as team member in the new Warehouse Management system for 12 months providing dedicated tier 1 support to warehouse personnel at newly converted locations. Resulted in the implementation of 6 warehouses for 100% of project accomplishment. Achieved a high average of daily resolved incidents (+26 avg.) with the primary focus in first call resolution. Increased departmental customer satisfaction with Spanish-speaking users from non-existing Spanish-speaking support to 97% avg. overall satisfaction from Latin America region.

sales representative

salesmakers, inc.

2011-3 - 2011-7 · 5 mos

e-business and marketing services analyst

sanofi

2001-1 - 2004-1 · 3 yrs 1 mo

* Administered customer data using Siebel CRM System * plus administered the DR affiliate website as a part of CRM strategy. Provided training and coaching to sales force team members of Central America and Caribbean region on Siebel CRM. Served in project leader during the Siebel CRM system implementation * providing technical support to 150+ handheld users in Central America and Caribbean. Implemented a call center for insulin diabetes patients as a part of CRM strategy * providing support via 1 agent and 1 nurse for 2000+ patients/database.

information technologies assistant

sanofi

1999-5 - 2001-1 · 1 yr 9 mos

* Provided desk-side technical support for 30+ computers * including providing day-to-day hardware and software troubleshooting. Participated on SAP R/3 implementation for Dominican Republic (DR) affiliate * including imaging and deployment of 17 new PCs and multiple network printers and peripherals. Served as project team member in company-wide Y2K plan implementation * completing patch application to 20+ computers and network equipment.