David Caliman Souza Email & Phone Number

Remote

• Team up with Customer Success Managers and Development teams to expedite case resolution, ensuring customer satisfaction.
• Analyze log files to identify patterns and pinpoint errors within product functionality and API interactions.
• Replicate complex product and API integration issues in controlled environments for efficient diagnosis and problem-solving.
• Collaborate with the support team to provide consistent and professional service across all incoming support cases.
• Led an internal documentation project to streamline updates and improve management of internal and external documentation, fostering knowledge sharing and efficiency.
• Manage an outsourced support team, overseeing their technical knowledge and ensuring quality service delivery.

Remote

• Provided exceptional support to clients by resolving broken process flows and implementing system enhancements.
• Collaborated effectively with Client Experience and Technology teams to ensure swift issue resolution.
• Utilized PEGA troubleshooting tools (Tracer, Clipboard, Live UI) to diagnose and fix claim issues.
• Troubleshooted across various environments (Production, Development, Staging) to identify and replicate problems.
• Proactively managed system issues, preventing client escalation.
• Escalated complex issues with comprehensive documentation and replicable steps for efficient resolution by development and implementation teams.

Fort Myers, Florida, United States - Hybrid

• Software Industry (SaaS)
• Accountable for troubleshooting a variety of tickets on-site and remotely.
• Worked closely with CEO, IT Director, Network Admin, and Development team, to resolve issues promptly.
• Responded to requests via phone, in-person, email, and through the ticketing system (Zendesk).
• Analyzed records and logs to spot underlying trends and potential issues.
• Supported the implementation of new solutions or applications.

Fort Myers, Florida, United States

• Responsible for responding to customer support requests via email, phone, and ticketing system.
• Provided technical assistance to internal employees resolved minor network issues and diagnosed system and application errors.
• Performed computer hard drive swaps with pre-installed custom software images per established specifications.

Fort Myers, Florida Area

• Resolved 100+ monthly customer inquiries via phone and email, consistently exceeding targets.
• Cultivated and maintained critical customer relationships to ensure client satisfaction, retention, and referrals.
• Oversaw employee onboarding process by providing training material and enforcing company and OSHA guidelines.