Michael Rodriguez

About Michael Rodriguez

Experienced Promoter with a demonstrated history of working in the higher education industry. Skilled in Technical Documentation, Event Management, Technical Service Delivery, Magazines, and Marketing. Strong media and communication professional with a BS - Music focused in Business, Music Industry from Northeastern University. Passions outside of work: Cooking and developing recipes, playing and producing music, seeing new corners of the world.

Experience

1. Product Support Specialist Escalation Lead

   Harvard Business Publishing

   Oct 2022 — Present · Boston, MA

   Key Responsibilities: Confluence – Internal Product Support Knowledge Base. Manages our internal knowledge base and has since we adopted Confluence. Tracks all the articles that need to be written within our Project tracking Smartsheet. Works with his colleagues on a regular basis to make sure that their SME articles are added to Confluence and categorized correctly. Facilitate bi-weekly cross collaboration meetings between the Product Support (US and India), Customer Service teams, and Product Managers. Create an agenda by coordinating with each team and product manager on potential topics. Oversee the Product Escalation Jira board for our suite of Corporate Learning products and look for trends and volume of escalated issues to Product or our developers. Review high priority issues with the Product Managers at the bi-weekly meeting. Escalation Management duties for Spark. Acting as the P2 escalation person for HBP to Degreed. Has consistent insight into what is escalated to Degreed and can make sure the team is well-informed during stand-ups etc. Team Stand-up Meetings. Re-organized our standup structure to focus on SLA as well as leveraging the Jira Kanban board that we put in place with the new escalation process last year. Responsible for keeping the team on topic and focused during those calls. Facilitate and create the agenda for 3x per week Product Support US team meetings. Review what’s open in the team queue and which tickets need to be prioritized, status of our personal queues, and known bug issues.

Education

• Northeastern University

  BS - Music, Business, Music Industry

  2005 — 2010

Skills

• Microsoft Office
• Magazines
• Technical Support
• Marketing
• Technical Documentation
• Event Management
• Microsoft Excel
• Social Media Marketing
• Live Events
• Band
• Entertainment
• Technical Service Delivery
• Product Administrator
• Music
• Customer Service
• Blogging
• Press Releases
• Technical Services
• Management
• Customer Relationship Management (Crm)
• Event Planning
• New Media
• Cost Management
• Public Relations
• Social Media
• Music Composition
• Digital Media
• Client Success
• Music Supervision
• Publicity
• Music Production
• Music Industry