heyleen rodriguez
@heyleenrodriguez1
IT service operations professional who resolved high-priority incidents at VMware and supports remote teams.
SpainWhat I'm looking for
At VMware, I resolved high-priority technical incidents for international customers within applicable service-level expectations. I also contributed to online training and worked with global teams to investigate issues and support incident resolution.
At McKinsey & Company, I managed and resolved complex incidents for global teams and contributed to support documentation and knowledge-base resources. My background also includes digital customer interactions at Atento, along with ITIL Foundation, CCNA Networking and SQL Basics.
Experience
Work history, roles, and key accomplishments
Resolved high-priority technical incidents for international customers within service-level expectations. Contributed to online training initiatives and collaborated with global cross-functional teams to support incident resolution.
Managed and resolved complex incidents for global teams in a corporate environment. Contributed to support documentation and knowledge-base resources to standardize troubleshooting information.
Managed digital customer interactions across online channels. Reviewed customer satisfaction information and contributed to process-improvement activities.
Education
Degrees, certifications, and relevant coursework
ULACIT
Coursework, Business Intelligence and Data Management
Completed coursework in Business Intelligence and Data Management, but did not complete the degree or certificate.
ITIL
ITIL Foundation, IT Service Management
Earned the ITIL Foundation certification.
Cisco
CCNA, Networking
Earned the CCNA Networking certification.
Harvard University
Certificate, Professional Development
Completed certificates in Coaching, Performance Measurement, and Persuading Others.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Salary expectations
Job categories
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