Daniel Charry Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

• Oversee the client support journey, from troubleshooting to escalations, collaborating cross-functionally with internal teams, including engineering, product, and data analytics, to escalate and resolve complex issues.• Build and maintain the customer support structure, including the support technology stack, while establishing and implementing processes for handling client issues and requests. • Conducting in-depth troubleshooting of technical issues and performing thorough analysis of failed transaction data, error logs, and API responses to diagnose the root cause of recovery issues and integration errors.• Offering guidance and best practices on API usage, including authentication, request parameters, response handling, and error handling, to ensure a smooth integration.• Spearheaded research, analysis, and initial testing for new gateway integrations, gathering key information and specifications• Utilizing Excel, PowerBi and other data analysis tools to extract, transform, and analyze large volumes of transaction data, recovery performance metrics, and key performance indicators (KPIs)• Creating and maintaining documentation, knowledge base articles, and troubleshooting guides for internal teams and external customers.

• Managing a team of 4 support representatives• Acting as liaison with other teams (Product, Development, Sales, Documentation, IT, Client Success) to ensure appropriate attention to Support issues is being given.• Reviewing closed and ongoing tickets to ensure the quality of our service is always delivered.• Ensuring all support processes and procedures are documented and kept up to date.• Preparing routine reports of Support activities, as well as one-off reports as requested by upper management• Creating and maintaining self-guided training for technical onboarding of new members of the team.

Montreal, Quebec, Canada

Montreal, Canada Area

• Responsible for escalations from other support engineers, partners, SEs, and internal consulting team.• Providing Dedicated Support to the company's largest clients with the most complicated environments.• Main technical resource for complex issues that require a broad knowledge of NetGovern products and adjacent technologies.• Assisting in "code-red" issues by setting customer expectations, devising action plans and executing on them.• Performing technical mentoring and assisting of Front Line Support to ensure the quality of our service.

Montreal, Canada Area

• Provided technical support to customers via phone and email for all NetGovern Products.• Performed the planning, installation, and configuration of the NetGovern suite, and prepared AD, Exchange, and Windows File System to allow for smooth integration and interoperability• Used critical thinking and problem-solving skills to troubleshoot and resolve complicated technical issues. • Gathered detailed information from the customer’s environment in order to duplicate the behavior in-house and report it to development with precise steps.• Collaborated with QA and dev teams to handle requests that needed to be escalated.

Montreal, Canada Area

Aec, Network And System Administration/Administrator

Bachelor'S Degree, Computer Engineering