Rony Rodriguez
IT Operations Analyst
Guatemala,GT
Summary
Really proud to belong to a company with more that 60k employees. I haven been doing a role with a lot of exposure to different areas that has given me confidence to continue learning and developing my team members. I am sure an confident that I can take the next step in my career.
Overview
19
19
years of professional experience
Work History
Receptionist Clerk
Nancy Curry Bankruptcy Chapter 13 Trustee
Los Angeles, CA
10.2000 - 11.2005
- Managed multiple tasks and met time-sensitive deadlines.
- Resolved customer problems and complaints.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Provided primary customer support to internal and external customers.
- Confirmed appointments, communicated with clients and updated client records.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Scanned documents and saved in database to keep records of essential organizational information.
- Obtained scanned records and uploaded into database.
General Office Clerk
www.houseofgems.com
Los Angeles, CA
12.2005 - 04.2007
- Data Entry.
- Costumer Service Sales English-Spanish.
- In-store Sales.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Translated customer requirements into technical site concepts for bidding and initial planning purposes.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Developed, marketed and sold full range of products and support services.
Customer Service Representative Agent
Telgua/Tracfone
Guatemala, Guatemala
12.2007 - 02.2009
- Provided primary customer support to internal and external customers.
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Offered basic technical support for clients on wide range of company products.
Training Facilitator
NCO
Guatemala, Guatemala
03.2009 - 05.2012
- Customer Service English/Spanish Sales Oriented.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Collected data on program effectiveness through surveying, data analysis and other methods and implemented solutions for improvement.
- Gathered data about course success and participant experiences to help with future course planning.
- Assessed skill gaps for employees in Sales department and developed training courses to meet identified needs.
- Collaborated with Managers to identify areas in need of improvement and implement solutions.
- Documented class activities, including attendance and participation, and provided feedback to management.
- Taught more than 5 classes or workshops per year.
IT Production Control Supervisor
Conduent - CIM
Guatemala, Guatemala
01.2013 - 05.2018
- Represents production control during disaster recovery exercises.
- PC user support, new hire systems setups, and desktop/laptop software evaluations and upgrades.
- Provides quick response and maximum uptime for all users and performs end user training when necessary.
- Installs and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
- Assists in determining suitable software to meet user requirements.
- Troubleshoots software and hardware failures and identifies network problems when they relate to personal computers.
- Provides technical on-site maintenance and support for new and existing systems.
- Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues.
- Sets priorities for team to ensure task completion, coordinates work activities with other supervisors.
- Assesses applicants credentials and determines if skills meet the needs of the hiring manager.
- Keep track of new events such as failover- fallback and create chronogram to maintain a database.
- Directs subordinates to complete assignments using established guidelines, procedures and policies.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Worked flexible hours; night, weekend, and holiday shifts.
Recruitment Supervisor
Alorica
Guatemala, Guatemala
08.2018 - 05.2019
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Partnering with hiring managers to determine staffing needs
- Screening resumes
- Performing in-person and phone interviews with candidates
- Administering appropriate company assessments
- Performing reference and background checks
- Making recommendations to company hiring managers
- Coordinating interviews with the hiring managers
- Following up on the interview process status
- Maintaining relationships with both internal and external clients to ensure staffing goals are achieved
- Communicating employer information and benefits during screening process
- Staying current on the company’s organization structure, personnel policy, and federal and state laws regarding employment practices
- Completing timely reports on employment activity
IT Operation Analyst DTC/FNS/HRS
Conduent
Guatemala, Guatemala
05.2019 - Current
- Lead of the Non-CIM division handling 8 controllers to provide support not only to the SBU but also to the DEV team and production teams.
- Working in the PCI compliance project which has been my major accomplishment.
- Sets priorities for team to ensure task completion, coordinates work activities with other supervisors.
- Assesses applicants credentials and determines if skills meet the needs of the hiring manager.
- Keep track of new events such as failover- fallback and create chronogram to maintain a database.
- Directs subordinates to complete assignments using established guidelines, procedures, and policies.
- Developed team communications and information for meetings.
- Used coordination and planning skills to achieve results according to schedule.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Maintained energy and enthusiasm in fast-paced environment.
Skills
Staff Management
Strategic planning
Improvement initiatives
Project Management
Coaching and mentoring
Verbal and written communication
Timeline
IT Operation Analyst DTC/FNS/HRS
Conduent
05.2019 - Current
Recruitment Supervisor
Alorica
08.2018 - 05.2019
IT Production Control Supervisor
Conduent - CIM
01.2013 - 05.2018
Training Facilitator
NCO
03.2009 - 05.2012
Customer Service Representative Agent
Telgua/Tracfone
12.2007 - 02.2009
General Office Clerk
www.houseofgems.com
12.2005 - 04.2007
Receptionist Clerk
Nancy Curry Bankruptcy Chapter 13 Trustee
10.2000 - 11.2005