Rich Rodriguez Email & Phone Number

Solutions-oriented aspiring IT Technical Support Technician pursuing an Associate of Science in Computer Science degree, with a Hardware Service Technician Certification and 11+ years of experience in providing technical support to clients experiencing computer hardware, software, and networking issues. Adept at troubleshooting and identifying system issues, monitoring support performance metrics to identify process improvement opportunities, and talking clients through a series of actions via multiple communicative methods. Skilled in technical support provision, support team management, and interpersonal communication.

Listed skills include Sales, Leadership, Marketing, Marketing Strategy, and 14 others.

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  Information Technology Help Desk

  Artesia Pro

  Jan 2013 - Present - Greater San Diego Area

  Troubleshooting digital pianos, drums, and MIDI hardware, by evaluating operational deficiencies and identifying process improvement opportunities to ensure accurate hardware repair increasing electronic functioning and warranting client satisfaction.Provided software support in music education and learning apps by utilizing remote communicative processes and client needs identification to warrant swift and accurate support provision decreasing learning all downtime 50%… Show more Troubleshooting digital pianos, drums, and MIDI hardware, by evaluating operational deficiencies and identifying process improvement opportunities to ensure accurate hardware repair increasing electronic functioning and warranting client satisfaction.Provided software support in music education and learning apps by utilizing remote communicative processes and client needs identification to warrant swift and accurate support provision decreasing learning all downtime 50%. Provided customer support with software and hardware installation and re-installation by guiding customers through the step-by-step process of installing the necessary software applications or drivers on their devices. In case of any technical glitches or errors during installation, the support person would troubleshoot the problems to ensure a smooth installation process.Manage in-house digital piano circuit board repairs and coordinate nationwide technician assignments for in-home services.Provided strong communication skills when working with clients and coworkers. Improved sales performance of key product lines by developing and implementation of product roadmaps, targeted new market introductions, vertical segmentation, and sales. Developed marketing campaigns that increased product visibility. Established formal marketing materials including user guides, help files, off-line/on-line demos and website.Managed products, policies, procedures and pricing while defining the overall product strategy. Show less