NELSON RODRIGUEZ
Fairfax
Summary
Strategic Solutions Architect and Global Support Leader with 10+ years of experience specializing in enterprise data resilience and Federal/TAA-compliant storage ecosystems. Proven expertise in scaling international support operations, having transitioned and managed global teams of 15+ agents to achieve 24/7 service autonomy. Recognized by executive leadership for driving regional market growth through technical workshops and maintaining nearly 100% service continuity across complex, high-security infrastructure environments.
Technical support professional with strong track record in resolving complex technical issues and leading support teams. Known for results-driven approach and commitment to team collaboration. Adaptable and reliable, with focus on customer satisfaction and technical proficiency.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Technical Support Lead
Synology America Corp
Reston, VA
02.2022 - 03.2026
- Promoted to Technical Support Lead for delivering high-impact technical results and providing expert mentorship to support and sales engineering teams on complex proprietary operating system architecture and hardware escalations
- Directed daily operations for a team of 5+ East Coast support agents before being hand-selected to facilitate the operational transition and integration of the India-based support team
- Managed a global team of 15+ international agents, overseeing performance evaluations and designed training modules for KPI optimization and customer engagement standards
- Commended by the VP of Support for orchestrated a seamless operational transition to the India team; ensured uninterrupted coverage during holiday and weekend shifts with zero service degradation
- Reorganized global support workflows to establish 24/7 service autonomy, improving global response times by 30%, and reducing regional overtime expenditures
- Awarded a performance bonus for facilitating the successful launch of the Premium Support (Paid Tier) program; optimized internal escalation paths and ensured technical team readiness met heightened SLAs, maintained a 60+ NPS score, surpassing the corporate goal of 50
- 40 Hours per week
- Led technical support team in resolving complex customer issues efficiently.
- Developed training programs to enhance staff expertise and service quality.
Technical Support Engineer
Synology America Corp
Reston, VA
08.2021 - 02.2022
- Selected for internal recruitment to the Technical Support Engineer role based on demonstrated technical expertise and a consistent track record of resolving complex hardware and software escalations
- Resolved operating systems and connectivity issues via phone and ticketing queues, utilized remote access tools to diagnose network permission conflicts and security blockages
- Performed advanced hardware diagnostics and component-level troubleshooting for enterprise-grade NAS units, identified motherboard, backplane, and power supply failures to facilitate rapid RMAs
- Managed a high-volume technical queue, consistently met KPIs for ticket resolution and call quality while provided expert-level support for RAID recovery, VPN tunneling, and SMB file sharing
- Utilized advanced diagnostic command-line tools to analyze system health and kernel logs, provided deep-dive root cause analysis for intermittent hardware instability
- 40 Hours per week
- Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
- Provided expert guidance on installation, configuration, and optimization of Synology products for diverse customer environments.
Technical Account Manager
Synology America Corp
Reston, VA
10.2017 - 08.2021
- Served as the Lead Sales Technical Resource, architected one-off storage and backup infrastructures for complex enterprise opportunities and provided the technical validation necessary to secure high-value contracts
- Curated and executed a high-impact Technical Workshop for DMV-based resellers and federal end-users recognized with a performance-based merit increase for driving regional partner engagement and technical proficiency
- Architected high-resilience storage frameworks incorporating TAA-compliant hardware, FIPS-validated encryption, and NIST-aligned data protection to meet stringent security mandates for federal agencies and contractors
- Developed and delivered comprehensive technical training programs on Hyper-V virtualization and Synology deployment strategies, empowered sales teams to effectively communicate technical value and accelerate the sales cycle
- Served as a Subject Matter Expert for partners navigating the federal procurement landscape, provided strategic guidance on high-availability and multi-site replication for mission-critical workloads
- Engineered disaster recovery workflows, advised clients on best practices for Snapshot Replication and multi-site backup synchronization to ensure data integrity
- 40 Hours per week
- Developed strategic account plans to enhance customer satisfaction and drive product adoption.
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues for clients.
Inside Sales Engineer
Quest Software
Reston, VA
02.2013 - 08.2017
- Architected and deployed complex Proof-Concept environments for enterprise prospects, directly demonstrating the value of data protection and disaster recovery solutions to secure technical buy-in
- Served as the primary technical authority for the inside sales team, translated intricate customer requirements into scalable backup strategies for Microsoft SQL Server and Exchange environments
- Engineered multi-platform virtualization strategies using VMware and Hyper-V to simulate high-stakes recovery scenarios, reduced the technical sales cycle by providing clear, hands-on demonstrations
- Collaborated cross-functionality with account managers and engineers to evaluate legacy infrastructures and recommend modernized technical solutions that improved client data resilience
- 40 Hours per week
Geek Squad Counterintelligence Agent
Best Buy
Springfield, VA
03.2010 - 02.2013
- Spearheaded large-scale system deployments and hardware upgrades using automated imaging tools to minimize downtime and optimize performance
- Delivered expert-level bilingual technical support and translation for Spanish-speaking patrons, expanded service accessibility and market reach
- Maintained top-tier service metrics, earning the Geek Squad MVP award for consistent excellence in technical troubleshooting and client satisfaction
- 40 Hours per week
Digital Imaging Associate / Supervisor
Best Buy
Springfield, VA
05.2006 - 05.2010
- Promoted to Supervisor in recognition of exceptional service delivery and leadership potential; successfully maintained top-tier customer satisfaction metrics while oversaw daily operational workflows
- Evaluated and coached personnel to ensure strict adherence to operational protocols, successfully met and exceeded established KPIs for service delivery and customer satisfaction
- Optimized personnel scheduling and operational workflows to ensure maximum coverage during peak hours while maintained a high customer satisfaction rate
- 40 Hours per week
Barista
Starbucks
06.2003 - 03.2005
- Prioritized and managed high-volume workflows in a fast-paced environment, ensured seamless service delivery and high order accuracy
- Coordinated simultaneous customer orders while maintained high engagement standards resulting in consistent top-tier satisfaction ratings
- Selected by leadership to manage peak-hour shifts based on a proven track record of operational excellence and rapid service
- 32 Hours per week
Education
Associate of Applied Science - Computers Electronics And Engineering
ITT Technical Institute
Springfield, VASkills
- Technical Account Management
- Enterprise Storage (NAS / SAN)
- Global Support Operations
- Federal & TAA Compliance
- Backup & Disaster Recovery Strategy
- Virtualization (VMware, Hyper-V)
- Solution Architecture
- Advanced Hardware Diagnostics
- SMB & Network Protocols
- Customer support
- Remote support
- KPI Optimization
- Customer Training & Technical Workshops
- Technical troubleshooting
- Training and mentoring
- Team building
Certification
- VMware VSP & VTSP
- Google IT Support Professional
- CompTIA Security+ (In Progress – Expected June 2026)
Languages
Spanish
Timeline
Technical Support Lead
Synology America Corp
02.2022 - 03.2026
Technical Support Engineer
Synology America Corp
08.2021 - 02.2022
Technical Account Manager
Synology America Corp
10.2017 - 08.2021
Inside Sales Engineer
Quest Software
02.2013 - 08.2017
Geek Squad Counterintelligence Agent
Best Buy
03.2010 - 02.2013
Digital Imaging Associate / Supervisor
Best Buy
05.2006 - 05.2010
Barista
Starbucks
06.2003 - 03.2005
Associate of Applied Science - Computers Electronics And Engineering
ITT Technical Institute