The document describes Kolize Da Gama's experience providing bilingual technical support for major insurance providers and customers. As a senior engineer, he has over 5 years of experience managing incident tickets, maintaining synchronization between different systems, and driving increased productivity through process standardization. Kolize is fluent in Portuguese, Spanish, French, English, and Mandarin, and has effectively resolved a wide range of customer issues while leading the Portuguese support queue. He holds a bachelor's degree in business management and has expertise with various technologies including ServiceNow, ALM, PPM, Active Directory, and PeopleSoft.

1. Major Insurance Provider – Bilingual Technical Support
• Assisted in deploying a newapplication across Central and South America
• Maintained complete synchronization of information between ServiceNow, ALM, and PPM systems
• Drove increased productivityby standardizing processes and organizing daily status calls with business
users and management to identify high priority issues
• Coordinated vital personnel and resources to ensure timely resolution of critical issues and build
deployments
• Managed incident ticket flowfrom creation to resolution for each issue and obtained all necessary
information for development team to deliver solutions
• Offered customers support in English, Spanish, French and Portuguese
Leading Portuguese Queue Manager – Bilingual Technical Support
• Managed Portuguese Queue tickets for level 2 support
• Ensured escalations were assigned to all necessary groups and ensured complete coordination of
resources throughoutthe incident resolution process
• Organized a Microsoft OneNote team document with all incidents, appropriate groups, requests and
follow up instructions regarding fixes / workarounds for known issues
• Conducted maintenance and enhancement of previous documents that needed to be updated
• Resolved customer issues including account unlocks,PW resets, online form assists, adding users to AD
groups, PeopleSoft applications requests, computer admin requests, newsoftware requests, and AD
account unlocks
• Peformed troubleshooting for issues with internet/intranet, network ports, mobile device hardware,
Windows start up, file sharing, VPN, Outlook/Lync, network access, and wireless access
• Leveraged experience as professional translator to provide support for French, Spanish , English and
Portuguese tickets
RelevantExperience
Background
Kolize is a Senior Engineer at Mindtree’s Gainesville Delivery Center. He has 5+ years
of technical support experience and has worked with customers in the finance/insurance
vertical.
Over the course of his career, Kolize has gained extensive experience in customer
service and technical support. He has become an expert in managing and supporting
clients using technologies such as ServiceNow, HP ALM, HP PPM, Windows Active
Directory, and PeopleSoft. In addition to his technical knowledge, Kolize has spent many
years developing fluency in 5 languages: English, Portuguese, Spanish, French and
Mandarin.
Kolize holds a bachelor’s degree in Business Management from the Donghua University
of Shanghai.
Core Skills
Kolize Da Gama
Senior Engineer
720 South West 2nd Ave
Gainesville, FL 32601
• Oracle Database
• Amdocs Clarify
• Lotus Notes
• PeopleSoft
• Concur, Changepoint
• ServiceNow, HPQC, ALM
• Active Directory, SharePoint
• Windchill, Click3000
• Fluent in Portuguese, Spanish,
French, English, Mandarin
kolize.dagama@Mindtree.com