Carlos Javier Hernández Rodríguez
San Cristóbal De La Laguna
Summary
Dedicated Service Desk Analyst with extensive experience in delivering remote technical support and effectively resolving incidents and service requests. Expertise in monitoring service delivery operations, managing high-impact incidents, and training new team members. Adept at collaborating with sales and third-party vendors to ensure seamless logistics and interventions. Currently advancing professional skills through dev skills improvement through Python, JSON and JavaScript.
Overview
8
8
years of professional experience
1
1
Certification
Work History
External Contractor
Self-Employed
Santa Cruz De Tenerife
02.2024 - Current
- Responsible for duties equivalent to Senior Service Desk Analyst as external contractor.
Senior Service Desk Analyst
NTT Ltd.
Prague
02.2022 - 01.2024
- Oversaw service delivery activities, managed shift schedules, and facilitated newcomer training.
- Managed replacement processes through effective coordination with clients, sales and external partners.
Service Desk Analyst
NTT Ltd.
Prague
07.2019 - 01.2022
- Provided remote technical support to clients, identifying root causes of incidents, and ensuring resolution of service requests.
- Assisted with performance reviews, identified performance shortcomings, and provided improvement suggestions. Managed recurring or high-impact incidents through the problem management process.
Community Manager / Content Administrator
Gaming Experience S.L.
Santa Cruz De Tenerife
06.2017 - 07.2019
- Produced written content and live streams for digital platforms.
- Crafted engaging content covering professional esports players and related news.
- Oversaw community interaction across Twitter, Facebook, and Instagram platforms.
Education
Grado - Periodismo
Universidad De La Laguna
San Cristóbal De La Laguna06-2017
Master of Arts - Theory of Critical Analysis
Universitat Oberta De Catalunya
Barcelona, SpainSkills
- Content creation
- Community engagement
- Social media management
- Data analysis
- Conflict resolution
- Client relationship management
Certification
- Python AI Development (Mimo, February 2025)
- Storytelling with Data: Introduction (Skillsoft, February 2025)
- Python Data Structures (University of Michigan, January 2025)
- Design and Development of Video Games (Deusto Formación, October 2020)
- Client Outcome Success Associate Certification (NTT DATA Inc., February 2025 – February 2026)
- Amplify Your Communication Skills with Generative AI (LinkedIn, February 2025)
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
External Contractor
Self-Employed
02.2024 - Current
Senior Service Desk Analyst
NTT Ltd.
02.2022 - 01.2024
Service Desk Analyst
NTT Ltd.
07.2019 - 01.2022
Community Manager / Content Administrator
Gaming Experience S.L.
06.2017 - 07.2019
Grado - Periodismo
Universidad De La Laguna
Master of Arts - Theory of Critical Analysis
Universitat Oberta De Catalunya
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