Alan Rodriguez Rolon Email & Phone Number

New York, United States

United States

• Responsible for triage of bug reports and outlining troubleshooting for Tier 1, Tier 2, and emerging issues
• Partnered with engineering team to share troubleshooting knowledge and keep team up to date
• Performed regression and smoke testing for each software release and documented bugs in Jira
• Complied with DSAR requests to complete removal of sensitive customer information upon receipt
• Interfaced with relevant engineers to deliver timely solutions and streamline troubleshooting process

• Outlined steps for edge cases, reviewed workload, and reported weekly metrics to leadership team
• Crafted technical training content and led interactive training sessions during onboarding of employees
• Owned escalated technical issues to gain agreement, provide support, and deliver satisfactory resolutions
• Implemented QA rubric for troubleshooting performance positively impacting member experience
• Implemented and maintained knowledge base for troubleshooting of issues and possible/emerging issues

United States

• Recognized for outstanding performance in troubleshooting and handling escalated VIP customer issues
• Selected to rework training structure and facilitate new training for the technical support team
• Created detailed reports in Jira to provide engineering team with actionable information or fixes
• Identified innovation opportunities and streamlined SOPs, training materials, and case management

New York, United States

• Able to maintain composure and customer focus while troubleshooting issues, involving the customer during the process to encourage partnership and empower the customer
• Flexibility to thrive on change as products evolve, sharing resources with fellow team members to discuss workflow and efficiency for troubleshooting emerging issues
• Demonstrate decisiveness and motivation to do what is best for the customer experience, anticipating and adjusting for complications
• Identified patterns based on prior troubleshooting experience to diagnose symptoms, causes and escalate issues to engineering team via internal channels
• Updated repair case notes for each customer interaction and repair performed, providing a detailed synopsis of situation, steps taken to resolve issues, outcomes and next steps

New York, United States

• Supported customers via phone, e-mail and chat,at times troubleshooting up to three separate customer concerns during periods of increased support demand
• Consistent focus on the customer experience, taking ownership of concerns with empathy and providing comprehensive solutions for unique issues
• Able to research and grasp information across multiple tools while talking with customers
• Logged customer case notes detailing troubleshooting and diagnostics performed, issue resolutions and next steps

New York, United States

• Administered life-sustaining interventions for patients in critical conditions
• Directed plan of triage upon arrival to emergency sites, partnering with local lawenforcement to secure scene and determine which injuries required immediateattention
• Filled patient care report for every emergency response, notating triage findings, vitalsand interventions performed to provide seamless transfer of care to trauma centers

New York, United States

• Innovated organization of sale floor to create an aesthetically pleasing shopping environment for customers
• Created shift schedules two weeks in advance,handled daily cash counts and safe deposits, opened and closed location of business
• Resolved customer satisfaction issues by acknowledging the inconvenience of their experience with empathy and gained agreement on a satisfactory outcome