Gregory Rodrigues Email & Phone Number

Toronto, Ontario, Canada

Chennai Area, India

My primary responsibilities at Cloudera Software was to manage a team of support engineers to support the variety of Big Data & Hadoop distributions that Cloudera offers to their client base in EMEA/NA region. Providing management insight to deliver an exceptional customer experience in every interaction.▷ Coach and develop the team to be strong customer advocates▷ Groom them to work towards achieving the overall company’s objectives▷ Providing timely feedback to ensure continuous growth in their career▷ Guide the team on Case Management, Queue Management & WIP management▷ Handling escalations from customers and ensuring they are treated as prescribed▷ Engaging on Critical accounts and driving cases towards resolution▷ Conduct cases audits with the team to enable better customer experience▷ Identifying training and development needs for the team▷ Develop dashboards to keep track of teams performance▷ Accountable for the team meeting the service level agreements, overall customer satisfaction scores and other objective and key results, including training needs, career progression & hiring.🔧 Technologies: Opensource - Big Data & Hadoop distributions of Cloudera

Chennai Area, India

▷ Planning and Coordinating 24x7 TAC Operations (L1/L2)▷ Proactively identifying the Training & Development needs of team▷ Ensuring quality standards exceed customers expectations ▷ Handling critical accounts and customer escalation🔧 Technologies the team works on Data Center Switches, NFV & SDN Products

Chennai Area, India

▷ Technical point of contact for assigned BMC Software's Premier Accounts ▷ Proactively educate customers on product defects & limitations▷ Triage between sustaining & engineering teams to isolate, prioritize and identify sustainable workarounds🔧 Technologies covered include BMC's Client / Server Automation suites and Cloud services.

Chennai

▷ Assisting the team with customer escalations that arise▷ Conducting technical and quality audits for respective teams▷ Work with the team to ensure that SLA commitments with the customer are met ▷ Act as a liaison between the R&D / Product Management team and customers▷ Mentor junior and senior engineers, on both technical and political skills▷ Managed a team of TAC engineers who provide technical assistance to BMC's Enterprise Customers▷ Generating reports on individual performance metrics and suggest improvements & focus areas

Chennai Area, India

Bell Microproducts Nov 2006 – May 2007Enterprise level Technical SupportExternal Storage Devices (SAN &NAS) Supported O/S Linux, Macintosh & WindowsWorked with DHCP, ADS, File Sharing.Tumbleweed Communications Jul 2005 – Nov 2006Enterprise level Technical SupportEmail Security solutions used to filter and secure company email.Worked with Linux and Windows operating systemsKnowledge on ADS, Firewalls, Mail servers, DNS.

Responsible for debt collection on delinquent bill for Physicians and Hospitals. Also includes negotiating with lawyers (when clients are represented by one) for foreclosure/settlements/LIEN's etc.• Fair Debt Collections Practices Acts &• Fair Credit Reporting Acts • Quality & Monitoring of new Agents• Supervising• Report Generations

Sales and Marketing (US Market)Data Capture (UK Market)

Master Of Business Administration (M.B.A.), Information Technology / Operations Managment

Bba, Business Administration And Management, General

Education record