Willan Rodriguez Email & Phone Number

Washington, Dc, Us

Delivered comprehensive L1 technical support for Wellspan Health, troubleshooting and resolving issues related to healthcare applications, hardware, and network connectivity.Managed and prioritized a high volume of service desk tickets using Remedyforce, ensuring rapid resolution of critical issues affecting Wellspan Health’s clinical and administrative operations.Collaborated with other support team to escalate complex technical issues while maintaining continuous communication with end-users to provide timely updates and resolutions.Delivered high levels of customer satisfaction to Wellspan Health staff, maintaining a 98% satisfaction score by ensuring proactive communication, empathetic support, and timely follow-ups.

Roanoke, Virginia, United States

Played a pivotal role in driving impactful security initiatives, including contributing to the successful implementation of 2-Factor Authentication for over 100 users. Led a comprehensive application patching project using PowerShell scripting and Command Prompt commands for more than 50 users, resulting in improved system sustainability and stability for the organization.Provided comprehensive technical support and troubleshooting assistance to end-users, achieving a 90% resolution rate for hardware, software, and network issues within an average of 24 hours. Leveraged Active Directory for user account management and seamlessly tracked and resolved issues using ServiceNow’s ticketing system.Demonstrated exceptional customer service by delivering clear and concise technical instructions, patiently addressing over 10 user inquiries per week, and ensuring timely follow-up on support requests. Utilized Talkdesk for efficient call management, prioritizing user satisfaction and swift issue resolution.

Bachelor Of Science - Bs, Business Information Technology

Bachelor Of Science - Bs, Cybersecurity Management And Analytics