Philippe Rodrigues

• Team Building and Leadership: Built and led a team focused on speed, product knowledge, problem-solving, and customer relationships
• Jira Ticketing System Management: Directed and trained a team of three IT professionals in supporting hundreds of organizations and thousands of users via the Jira ticketing system
• Designed ticket types, workflows, and automation to track internal and external work
• Developed queries and filters to monitor metrics, generating weekly executive reports
• Helpdesk and Knowledge Base Implementation: Implemented and maintained a helpdesk ticketing system and a product knowledge base within an online repository system
• Technical Issue Escalation: Managed complex technical issues and escalations, providing expert guidance for timely resolution
• Customer Feedback Integration: Analyzed customer feedback to identify areas for improvement, enhancing service quality
• Vendor Management: Collaborated with third-party vendors to address issues, negotiate agreements, and ensure seamless integration
• Training and Development: Conducted training sessions focusing on technical skills, product knowledge, and customer service excellence
• Documentation and Process Improvement: Maintained detailed documentation of support processes, improving efficiency and consistency
• Performance Monitoring: Implemented tools to track performance, identify improvements, and recognize achievements
• Key Achievements:
• Enhanced Team Efficiency: Improved productivity and response times through training and best practices in technical support and customer service
• System Optimization: Introduced automation and workflow improvements in Jira, reducing resolution times and increasing customer satisfaction
• Data-Driven Insights: Provided actionable insights and recommendations to executives through advanced reporting tools
• Knowledge Management: Established a robust knowledge base, empowering team members to resolve issues more effectively

Key Responsibilities:

• Led cloud migration projects, transitioning clients to a VMware-based Citrix environment for enhanced performance and scalability.
• Coordinated with cross-functional teams to ensure seamless integration and deployment of cloud solutions.
• Conducted thorough assessments of client needs and provided tailored implementation plans to meet their specific requirements.
• Managed project timelines, resources, and budgets to ensure successful delivery within scope.
• Provided technical guidance and support to clients throughout the migration process.
• Developed and maintained detailed documentation of implementation processes and best practices.
• Ensured data security and compliance with industry standards during the migration process.
• Trained clients on the new systems and provided ongoing support to address any issues post-migration.
• Communicated effectively with stakeholders to keep them informed of project progress and address any concerns.

Key Achievements:

• Successfully migrated numerous clients to a VMware-based Citrix environment, resulting in improved system performance and user satisfaction.
• Implemented best practices for cloud migration, ensuring minimal downtime and data integrity.
• Enhanced team collaboration and efficiency by fostering a supportive and organized work environment.
• Contributed to the growth of Tech Advisors' cloud service offerings through innovative solutions and exceptional client service.

Skills Developed:

• Cloud Computing
• Project Management
• VMware vSphere
• VMware ESXi
• Citrix
• Team Leadership
• Technical Support
• Communication
• Data Security
• Documentation
• Client Training

Key Responsibilities:

• Provided expert help desk support to address client issues and queries.
• Utilized cloud computing technologies to manage and deploy IT solutions.
• Administered Microsoft Exchange, ensuring seamless email communication for clients.
• Managed VMware vSphere and VMware ESXi environments for virtualization needs.
• Configured and maintained Hyper-V virtual machines and environments.
• Ensured reliability and uptime of IT systems through proactive monitoring and maintenance.
• Conducted thorough troubleshooting to identify and resolve technical problems.
• Ensured confidentiality and data security for all client information.
• Communicated effectively with clients to understand their needs and provide appropriate solutions.
• Managed network administration tasks, including configuring routers, switches, and firewalls.
• Administered Active Directory, managing user accounts and permissions.
• Performed system administration tasks, ensuring the smooth operation of servers and workstations.
• Debugged and resolved software and hardware issues efficiently.
• Managed Microsoft SQL Server databases, ensuring data integrity and availability.
• Provided technical support for various commercial software applications

• Responsible for income tax preparation for individuals and companies
• Identify potential tax credits and liabilities and ensure accurate and complete returns are filed in a timely manner
• Complete tax forms in accordance with policies and in compliance with legislation and regulations

• Developed and managed databases for two federal grant programs on Microsoft Access and Microsoft SQL Server
• Created surveys and statistics of internal programs and projects, and generated reports and charts for governmental and external funders
• Responsible for managing and maintaining personal computers, software and licensing, Internet connections, and audio and visual equipment
• Recorded and organized detailed records of electronic and electric equipment, hardware and software, and accounts

• Setup and configured desktop and mobile computers in Rosen Plaza Hotel and the Orange County Convention Center
• Disassembled desktop computers and peripheral assets at warehouse facility
• Ensured all rental return assets were in good order by rigorous inspection and testing

• Drafted and prepared legally binding documents and letters for clients in family law matters
• Interviewed potential new clients and reviewed prepared documents with retained clients such as financial statements and agreements
• Answered and returned phone calls with clients, attorneys, and court officials
• Scheduled hearings, motions, and trials
• Sent and received hundreds of emails per week
• Prepared case portfolios for hearings and trials

• Received incoming calls, screened calls for acceptance and rejection of new cases, scheduled appointment for qualified cases, collected information for class action suits and potential referrals to other law firms, scheduled outside investigators to meet with potential clients
• Answered email correspondence and live chats of potential new clients, provided back up to receptionists, helped train new employees when asked, screened and signed-up walk in clients for new cases when needed

• Responsible for providing exceptional hospitality services to guests in an attentive, friendly and efficient manner
• Responsible for parking and retrieving guest vehicles in a prompt yet safe manner and assisting guests with luggage, including delivery and pick up of guest luggage during arrival and departure