Raphael Rodrigues

Experience

• 

  Accenture

  Sept 2005 - Jul 2010

  • Planned, monitored, and created maintenance scripts to fix bugs, implement enhancements, and support new product configurations for a telecom company project. • Administered and troubleshooted a customer support system to ensure reliable operations and performance. • Designed and executed technical and functional test plans, including creating test scenario spreadsheets and product, business, and functional specifications, to ensure product quality (QA). • Developed scripts for database configurations and updates to support new products and system enhancements. Show less

  • Analista de Sistemas

    Jan 2009 - Jul 2010

  • Engineering Intern

    Sept 2005 - Dec 2008
• 

  IBM

  Aug 2010 - May 2014

  Technical Support Engineer IBM Rational

  • Provided advanced technical troubleshooting and problem resolution for IBM Rational ClearCase, achieving a customer satisfaction rating of 89% or higher in the last year. • Supported Latin and North America customers as part of a global team, addressing issues escalated to the highest levels of management. • Specialized in troubleshooting ClearCase Change Management Server, ClearCase Clients, Multisite, UCM, WebSphere Application Server, and various Rational tool integrations, including Rational Application Developer and Rational Functional Tester. • Resolved diverse issues such as installation, usability, permissions, integration, and server/application performance in mixed Windows and Linux environments, utilizing network trace and log analysis. • Developed and delivered technical presentations to enhance team problem-solving skills, directly improving team performance and customer satisfaction. Show less

• 

  ClickSoftware

  Jun 2014 - Jan 2020

  • Provided technical support for critical production issues and customers across the Americas, handling escalations, technical checkpoints, and log/configuration analysis. • Assisted customers and implementers in solving implementation and post-production issues, including installation, usability, integration, and server or application performance. • Identified, documented, and collaborated with R&D to report product bugs and tested solutions to ensure error resolution. • Reviewed and improved technical documentation by enhancing clarity, removing sensitive information, and ensuring accuracy to better support customers. • Collaborated with internal teams (Sales, Implementation, and R&D) to address and resolve customer-reported issues effectively. • Acted as the primary technical contact for Brazilian customers, providing guidance on updates, new releases, and problem resolution. • Served as the technical lead for the company’s largest implementation project, conducting remote and on-site meetings to evaluate processes and suggest improvements. • Strengthened relationships with clients by becoming their trusted technical advisor, ensuring their needs were effectively communicated to internal teams and fostering long-term partnerships. Show less • Provided advanced technical troubleshooting for ClickSoftware customers in South and North America, handling issues across Cloud and On-Premise environments. • Addressed diverse technical challenges, including mobility, integration, server, and application performance issues. • Acted as the primary technical contact for Brazilian customers, fostering strong relationships and supporting their needs effectively. • Supported the implementation of three new client projects and improved collaboration with the company’s largest client within one year. Show less

  • Technical Solution Engineer

    Jul 2015 - Jan 2020

  • Application Support Engineer

    Jun 2014 - Jun 2015
• 

  Salesforce

  Jan 2020 - now

  • Provided advanced support for critical worldwide production issues, assisting customers and implementers during project implementation and post-production phases. • Collaborated with Support Engineers to review cases and provide advanced advisory to expedite case resolution. • Reviewed requests from the Support team to Product and Engineering teams, ensuring all necessary steps and documentation were completed before escalation. • Participated in the refinement and training of support processes, resulting in a 30% reduction in unnecessary escalations to other teams. • Worked directly with high-profile clients to address and reduce the volume of reported issues through weekly follow-ups and proactive guidance. • Established strong client relationships, becoming the primary point of contact for resolving issues and facilitating communication with other teams. • Contributed to the creation and review of Knowledge Articles, ensuring accuracy, clarity, and completeness for public sharing with customers. • Played a key role in managing critical incidents, collecting essential data to expedite analysis and resolution, enhancing overall client satisfaction. Show less

  • Customer Success Manager

    Mar 2025 - now

  • Senior Technical Support Engineer

    Jan 2020 - Feb 2025