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Jay Rodriguez

@jayrodriguez

IT Help Desk Manager at Southland Credit Union who raised team productivity 25% and maintains 99.9% uptime for core banking applications.

United States

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At Southland Credit Union, I managed a team of five help desk and application analysts and overhauled the performance management framework, increasing team productivity 25%. I also owned support for Jack Henry Symitar core banking and related applications, maintaining 99.9% uptime.

I formalized onboarding and offboarding workflows so new hires had the right access and equipment on day one. I also used AI tools to maintain knowledge base articles and streamline support processes, reducing repeat tickets.

At Orange County’s Credit Union, I led the deployment of the organization’s first IT ticketing platform, ManageEngine, and standardized incident and request workflows. This eliminated a 30% ticket backlog within six months.

I built an internal knowledge base and analyst training program that increased first-call resolution 25%, and created real-time Zoho Analytics dashboards to track ticket trends. Earlier, I led desktop support teams at CyberCoders and Planned Parenthood of Orange & San Bernardino Counties.

Experience

Work history, roles, and key accomplishments

Manager, Core Systems and Development

Southland Credit Union

Apr 2022 - Oct 2026 (4 years 6 months)

Managed a team of five help desk and application analysts, overhauling performance management to increase productivity by 25%. Owned support for Jack Henry Symitar core banking applications, maintaining 99.9% uptime and ensuring regulatory compliance.

Help Desk Management Team Leadership Symitar Application Support Change Management AI Tools Knowledge Base NCUA FFIEC

IS Support Operations Manager

Southland Credit Union

Apr 2022 - Oct 2026 (4 years 6 months)

Managed IT support operations, overseeing help desk and application support teams. Implemented process improvements to enhance service delivery and operational efficiency.

IT Service Management Helpdesk operations Process Improvement Team Management

Technology Service Desk Supervisor

Orange County's Credit Union

Jan 2017 - Apr 2022 (5 years 3 months)

Led the selection and deployment of the organization's first IT ticketing platform (ManageEngine), eliminating a 30% ticket backlog within six months. Increased first-call resolution by 25% through knowledge base development and training.

ManageEngine Zoho Analytics Ticketing System Implementation First Call Resolution Knowledge Base SLA Management Dashboarding

Lead Desktop Support Engineer

CyberCoders

Jan 2012 - Jan 2017 (5 years)

Led a team of three technicians providing desktop and help desk support to 400+ users. Led a company-wide hardware refresh and MDM rollout, and administered Active Directory and Group Policy to harden endpoint security.

Desktop Support Team Leadership Hardware Refresh Mobile Device Management Active Directory Group Policy Endpoint Security

IT Helpdesk Specialist Supervisor

Planned Parenthood of Orange & San Bernardino Counties

Jan 2010 - Jan 2012 (2 years)

Supervised five help desk technicians, managing daily operations, ticket queues, and escalations. Supported IT operations across multiple clinical sites, ensuring 24/7 availability of the eClinicalWorks (EMR) platform.

Service Desk Supervision Multi Site Management eClinicalWorks VMware ESX Backup Solutions HIPAA