David Rodriguez SOFTWARE IMPLEMENTATION SPECIALIST | SAAS IMPLEMENTATION &

Software Implementation Specialist

Fuse Finance

Nov 2025 - Current (1 year)

• Lead end-to-end implementation of Loan Origination Systems (LOS) for automotive lenders across the United
States.
• Configure credit risk policies including PTI, DTI, LTV thresholds and underwriting automation rules.
• Design and build configurable business workflows and rule engines governing credit decisioning and
underwriting logic.
• Integrate third-party platforms including DealerTrack, RouteOne, and external data providers via API workflows.
• Use AI tools (ChatGPT, Claude) to build custom skills and Model Context Protocol (MCP) integrations that
automate complex configuration and decisioning tasks, not just day-to-day productivity.
• Partner with engineering, product, and client stakeholders

Implementation Manager

IntelliBoard

Jul 2023 - Nov 2025 (2 years 5 months)

• Promoted again to lead end-to-end implementation projects for learning analytics and reporting platforms used
by universities and enterprise organizations.
• Managed multiple concurrent SaaS deployments, acting as the primary technical point of contact for customers
throughout implementation and post-deployment phases.
• Configured analytics dashboards, data integrations, and reporting workflows aligned with institutional
requirements.
• Collaborated with engineering and product teams to escalate issues, improve platform functionality, and
optimize implementation processes.

Lead Technician

IntelliBoard

Jan 2023 - Jul 2023 (7 months)

Promoted to lead a team of technicians, resolving complex platform issues while maintaining high service
quality.
• Provided advanced technical support and troubleshooting for enterprise clients using IntelliBoard's analytics
solutions.
• Developed internal documentation and knowledge base resources to boost team efficiency.

Support Specialist and Product Trainer

IntelliBoard

May 2020 - Jan 2023 (2 years 9 months)

- Working effectively in an agile DevOps team to deliver quality products and improve operational performance
- Provide product demonstrations on demand (as scheduled by the scheduling system) schedules product webinars and assigns presenters as needed
- Provide assistance to AEs and other team members for product demonstrations, when scheduled or requested
- Provide onboarding and training to prospects and clients, as needed.
- Manages demo sites: Manages interns and p/t data generators for all 4 platforms "Cleans" and manages demo sites to remove customizations or configurations created by previous users Ensures that the data shown within the product is optimized
- Provide fast, reliable, and kind "on c

Client Support Specialist

Blackboard

Jan 2019 - May 2020 (1 year 5 months)

- Working effectively in an agile DevOps team to deliver quality products and improve operational performance
- Documenting customer issues, reproducing, and gathering details on reported problems through resolution or escalation to Tier 2
- Drafting, reviewing, and publishing product bugs/fixes into the Blackboard Knowledge Base
- Representing the Client Support department in various support meetings or reviews with both internal product teams as well as external clients
- Provide outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved
- Proficient with multiple operating systems environments including Windows, Red Hat, o

Technical Support Engineer - NetApp

Sutherland

Jun 2018 - Dec 2018 (7 months)

- Work with trouble tickets by identifying or confirming customer's administrative issues (setting up schedules, loading software) or technical issues (hardware, software, functionality, bugs); Exploring and/or isolating hardware issues with Tier I CSE's. Prioritize criticality of case.
- Download and interpret log files; research and determine the level of code and which files are affected.
- Assist Field Service Engineers with 1. Hardware replacements by providing detailed step-by-step instructions to technicians performing the work at the customer's site; 2. Loading systems/re-installing NICE/Dictaphone Freedom products.
- Recommend service packs & hot fixes then load if needed.
- Manage customer relationshi

Level 2 Support Agent for Lexmark

Sitel

Apr 2016 - Mar 2018 (2 years)

Bilingual Level 2 technical support agent for Lexmark's customers on server printing platforms (Print Release) with certificates of achievement to support that platforms such as Lexmark Print Management, Pharos, NDDPrint - 360 and ViewTrac Managing Active Directory and Databases as SQL and FireBird
- Interact with customers to provide technical support and troubleshooting for all products and services and account related issues
- Diagnose and resolve technical hardware and software issues and guide users through step-by-step solutions
- Communicate clearly and effectively to resolve customer issue quickly and ensure satisfaction
- Maintain detailed records of daily interactions with customers, including contact handl

Technical Support Agent for Microsoft

Teleperformance Colombia

Jan 2014 - Dec 2015 (2 years)

- Technical support agent for Microsoft to handle customers in Spanish and English using knowledge in platforms as Windows (7, 8, 8.1 and 10) Office (2013, 2016 y 365) Macintosh X
- Floor support and Team Leader support.
- Professionally handle incoming client requests via phone, ensuring that issues are resolved both promptly and thoroughly.
- Handle all client inquires, requests and thoroughly educate them on the service
- Provide quality support in the areas of handling questions, troubleshooting, and account assistance
- Provide First Call Resolution to clients
- Work with other departments as client advocates to ensure resolution
- Look for innovative ways to better the product and improv

David Rodriguez

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