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.• Established accounts for new users and assist them in the onboarding process.• Escalated unresolved issues to the next level of support with strong supporting documentation.

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.