Michael Rodriguez

Experience

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  Loco Juice

  Nov 2006 - Oct 2008

  Staff Supervisor

  Food and Beverage Production: Preparation and sale of smoothies and drinks• Daily interaction with customers, greeting them and informing them of the products we had available, along with providing personal recommendations.• Took customers drink/smoothie orders and prepared them, sometimes orders were for menu items, other times the item requested was custom.• Following exact directions for measurements for various fruit, yogurt, and coffee smoothies• Operated and repaired the blenders and ice shaving machine there, along with operating and maintaining the cash register.• Cash register was simple, with designated buttons for menu items. With custom orders had to learn how to charge the customer accordingly.• Was in charge of making sure shifts were covered when employees needed a day off. This required being on call for when I was not working.• If any customer had any issue with any of the other employees at the store the employees were to refer the customer to see me, and I would handle the issue, avoiding the Owners of the store getting involved.• A daily inventory of stock was taken so that the items that had been depleted throughout the day could be restocked at night. • Worked mostly nights so was in charge of keeping the restock areas in order, along with informing Owners of items we were running out of. Along with placing them on an order sheet.• A weekly inventory was taken to prepare for a shipment from the vendors for more products. Weekly shipments were received, usually whenever I could be there• Daily, weekly, and monthly steps were taken in the cleaning process. Food prep areas needed to be constantly cleaned along with the floors and behind counters and displays being cleaned regurlarly. Show less

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  Dakota Watch Company

  Sept 2008 - Mar 2010

  Sales Associate

  Retail: Sales and repairs of watches and accessories• Sold and repaired various styles of watches, along with preparing them for customers. This included resizing the bands, replacing the batteries and resealing the watches. • Repairs were brought in for all sorts of watches ranging from the cheap to the very expensive.• Was lead contact with customers who had watches in our possession for repairs. Was also in contact with Home Office, where our hard repairs were sent so customers were informed at all times.• Any issues related to customers watches or repairs I set up repair tickets on a POS computer, and contacted H.O. with any changes.• Developed my own system of organizing the repairs we had returned to us, along with repair tickets, call logs, and repairs to be sent back. Kept track of how long repairs had been in the store and arranged to have the item mailed to the customer, or have the item sent back to Home Office.• Had to answer the phone any time and be able to answer any questions regarding watch repairs, improving my customer interaction skills.• Performed weekly and semi-annual inventories with management• Was in the Top10 in sales in the entire national company for a month in June 2009• A personal letter of thanks was written to the company in regards to me from a customer I had helped with a few watch purchases. Show less

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  Stream Global Services

  Aug 2010 - Apr 2012

  Technical Support Provider

  Call Center: Received and made calls from Dell Customers regarding issues with their systems.• Assisted small and medium business customers as well as Federal and government employees with issues ranging from software updates to creating dispatches for parts and repair technicians to be sent to the customers' location(s).• Software knowledge required understanding of Microsoft Office programs as well as many, free (open-source) programs to accomplish any software needs.• Gained thorough knowledge of both desktop and notebook computer systems and the basic architecture in which they are built.• Required to take hands-on classes with the products we supported and physically master their disassembling and reassembling of the systems in order to further support our end users..• Provided support for Dell required knowing and understanding of how all of their Business-grade systems function and perform.• Managed all cases and follow up with customers until assured they were fixed as well as make any necessary escalations of cases.• Contacted various third-party companies regarding repairs, dispatches or to conference with the customer to all arrive at a solution.• Utilized the ability to remote into customer systems visibly show them how to do things as well as fix some issues remotely.• Team Player of the month of March 2011, chosen and awarded by Team Manager and Site Director for performance excellence.• Winner of various awards for Customer Experience and low failed dispatch rate. Show less

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  Greenway Health

  Jun 2012 - Dec 2015

  Associate Customer Support Technician

  Windows/Linux Hardware and Imaging Tech Specialist• Assist Healthcare Industry clients, through electronic cases and live phone calls, regarding issues with their servers, workstations, databases and imaging software.• Most cases involve fixing Imaging databases for the customers whenever an image for a patient is missing, incorrectly loading or a database was corrupt. • Daily tasks could include; catching database migrators back up, repairing failed raid mirrors on servers, updating proprietary software to the latest patches/versions, determining failed hardware and sending Field Experts to replace the parts, and other similar tasks.• Assisting customers in daily and incremental backups both to tape drives and DVDs.• Perform work on Red Hat Linux 7.3, Red Hat Enterprise Linux 4.0, SCO Unix, Windows Server 2003, 2008 and 2012 server environments as well as Windows XP, Vista, 7 and 8(.1) and 10 desktop environments.• Access machines remotely through a variety of protocols (VNC, RDC, SSH, FTP, telnet) in order to trouble shoot issues.• Help manage calls for the General HW Support queues, assisting with printer and scanner configuration/management for all OS’s, as well as minor Network management.• Manage backup systems for both Linux (LoneTar) and Windows (Symantec Backup Executive) machines.• Maintain cases and backlog with Salesforce and (previously) Seibel Call Center as well as client assets and connection IDs.• Combined a range of knowledge bases, internal web links, online forums and past notes from colleagues to create a singular guide to help assist in resolving cases routed to our team..• Worked directly with Migration and Development teams to assist with smooth transitions of current and new clients and incorporate client enhancement requests into the product.• Participated in UAT2 and UAT3 sessions for our merger project with other campuses, testing workflow consistency and training other campus employees. Show less

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  Tata Consultancy Services

  Apr 2016 - Oct 2019

  Support Engineer

  January 9, 2018 - Present | Tata Consultancy Services (TCS) | Tampa, FlGlobal Assurance Client Imaging Engineer● Senior lead over team of 3 support engineers for the global development and testing team● Coordinated schedules and availability of support engineers to ensure full support coverage● Field support of equipment and workstations for Developers and Management● Managed collection of 100s of remote accessed devices, physical and virtual, for use by teams located globally, ensuring proper network protocols in place for reliable access● Built internal website as well as utilized multiple 3rd party tools to monitor fields of devices (Meshcentral, solarwinds, RemotePowershell) to ensure uptime and accessibility● Applied ITIL principles and policies to daily tasks and ensured adherence to the established guidelines● Worked with Global Engineering teams to install and test upcoming software releases ● Coordinated software updates and rollouts from engineering and platform across team of developers and testers locally and remotelyApril 6, 2016 – January 9, 2018 - Deskside Services Technician● Partner IT Liaison (Desk-side visits for VIPs with any issue)● Imaged and prepared new Laptop PCs for new employees, contractors, and visiting clients● Handled multiple PCs in and out of the Asset Storage room, tracking with an Asset Tracking System● Repairs Technician – Fixed or shipped out damaged PCs to depot as well as received and re-cataloged PCs upon return, inspecting them to ensure damage was resolved. ● Project Management – Windows 7 to Windows 10 migration, PC ReImage Improvement Process, Quarterly IT Showcase and Event/Conference Support Local Lead.● Onsite Conference IT Support – equipment setup, local IT coordination, live support, breakdown● Rotation On-Call work - 24/7 accessibility - issues ranging from Broken PCs to complete power loss in the building (graceful shutdown of servers and networking equipment) Show less

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  PwC

  Oct 2019 - now

  Service Manager

  Service Manager for multiple Developer and System Health & Monitoring tools and services