Paola Rodriguez Rosales
@paolarodriguezrosale
Senior IT Service Desk Analyst at Kaiser Permanente who maintained 98% SLA compliance and improved ticket triage for healthcare IT.
Costa RicaWhat I'm looking for
At Kaiser Permanente, I delivered Tier 2 support for healthcare-critical IT systems and maintained 98% SLA compliance. I improved ticket triage protocols and helped deploy a secure automated password reset solution using JIRA and Salesforce.
At Dell Technologies, I supported VMware vSphere environments and implemented real-time call quality scoring with Observe AI. Earlier, at DHL – Express Division, I provided multilingual technical support and resolved incidents using ServiceNow and JIRA.
Experience
Work history, roles, and key accomplishments
Delivered Tier 2 technical support for healthcare-critical IT systems, maintaining 98% SLA compliance. Managed incident lifecycle using ServiceNow and AccessNow, and led cross-regional collaboration to deploy a secure automated password reset solution.
Provided Tier 2 technical support in a high-volume enterprise environment, resolving 30+ tickets per day and ranking in the top 5% for customer satisfaction. Implemented real-time call quality scoring using Observe AI analytics and administered DRUVA storage solutions.
Delivered multilingual technical support (Spanish, English, Portuguese) via phone, chat, and email for users across Portugal, Costa Rica, and Mexico. Resolved 1,200+ technical incidents per quarter using ServiceNow and JIRA, ensuring timely resolution within SLA thresholds.
Education
Degrees, certifications, and relevant coursework
Cisco Networking Academy
CCNA1 – Cisco Networking Fundamentals, Networking
Completed CCNA1 certification covering Cisco networking fundamentals.
ScrumStudy
SCRUM – Professional Foundation Certification, Project Management
Earned the SCRUM Professional Foundation Certification.
Atlassian
Confluence & JIRA Professional Certification, IT Service Management
Earned the Confluence and JIRA Professional Certification.
Microsoft
Microsoft Excel – Advanced Certification, Data Analysis
Completed advanced certification in Microsoft Excel.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Salary expectations
Job categories
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