Work History
IT Professional
David
Colter
Contact
Address
Katy, TX 77493
Phone
ad44n8@r.postjobfree.com
Skills
Critical thinking skills
Technical Analysis
Maintenance and troubleshooting
Training documentation
development
Customer Relations
Customer relationship
management
Customer service expert
Application support
Technical Support
Technical issues analysis
Desktop support
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross- departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Business Analysis/DDA Support Team Lead
Fiserv, Stafford, TX
Served as Team Lead for our Healthcare clients and specialized Financial Institutions
Trained new team members by relaying information on company procedures and policies.
Served as Primary escalation point for Client and Internal escalations
Collaborated with multiple internal teams to triage Incidents and troubleshoot major issues
Conducted training for multiple teams on a as needed basis on internal company tools
Wrote multiple How To documents for daily support of our internal applications
Splunk Lvl 1 and Lvl 2 certified
ReadyAPI/Soap UI application subject matter expert Validation testing major software releases and project items Client facing and Internal tool configuration management Worked different roles to provide optimal coverage and meet production goals.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
2020-07 -
2023-07
Application Support Analyst Level 2
Q2, Austin, TX
Supported over 450+ Financial Institutions on a daily basis with Online Banking
Performed in a Primary Escalation Point role for the First Response Team
Transitioned to Corporate Team - handle Money Movement cases in Real time
Transitioned to Rapid Response Team - Escalation Team for the Support Department
Performed in a Team Lead Role for First Response Team Maintained a Customer Satisfaction score of Above 90% Worked Closely with High Tier teams to resolve/route cases in a timely manner
2018-06 -
2020-05
Technical Support Engineer Level 1
Kasasa, Austin, TX
Supported over 50 Financial Institutions with Daily Processing and End Of Cycle Reward Processing
Produce Custom SQL Reports for client request
Server Migrations/Software updates of Kasasa Software Work in Sales Force and Sugar CRM
Kasasa Share Subject Matter Expert for Support
Perform training for clients upon request on Kasasa Software functionality
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Served as primary point of contact for support relating to owned solutions and products.
2016-12 -
2018-06
L1 Service Desk Technician
Aldridge MSP, Houston, TX
Call Center environment
Work in the ConnectWise ticketing system
Basic to advance troubleshooting from printers to servers Citrix Environment troubleshooting
“How to” and Knowledge base documentation creation for clients and fellow technicians
Serviced over 400 clients remotely
Assisted with new hire training
Responded to support requests from end-users and patiently 2016-05 -
2016-09
Education
walked individuals through basic troubleshooting tasks. Provided Tier 1 IT support to non-technical internal users through desk side support services.
Tier 3 Helpdesk Tech
Cornerstone Home Lending, Inc., Houston, TX
Escalation point for the 3 team leads and 6 team members on the helpdesk
Help conduct the Citrix Roll out for all branches within the company
Taken advanced courses to get Citrix Certified Administrator certificate
Active Directory Security Group and Account Troubleshooting Work with the Citrix Admin Team to identify and correct issues on a day to day bases
Advance Citrix Troubleshooting: Static Desktop/ Dynamic Desktops
Proficient within the Service Management Console Ticketing system
2015-04 -
2016-03
Level II IT Analyst
Forum Energy Technology, Houston, TX
Sharefile Website Administrator
Direct Desktop support for 2 off-site locations
Worked with ServiceNow Ticketing System and Altiris Ticketing System
Citrix Environment Troubleshooting
Cisco Application Deployment and Troubleshooting(Cisco AnyConnect VPN/Jabber/Softphone)
2014-06 -
2015-01
25B10 - Information Technology Specialist
United States Army Reserve, Pasadena, TX
Lead 4 soldiers throughout their everyday task and duties as an S-6 lead.
Attended 25B10 and 38B10 military courses which included multiple specialization courses
Placed into leadership positions from August 2006 to August 2012
Extensive experience in performing Port maintenance, Computer imaging and advanced troubleshooting
WAN/LAN topology configuration, setup and deployment. 2006-07 -
2014-07
Support Analyst
Precision Document Solutions, Houston, TX
Tier 1 to Tier 3 support
Basic to advance troubleshooting of software developed by Precision
Troubleshooting software related issue via virtual machine and VPN connections
Working in SQL Databases to correct database issues Basic Server Maintenance to correct print server errors Troubleshooting IIS issues and locally hosted Precision websites
2012-09 -
2014-03
Computer Networking Systems: Information
Technology
ITT Technical Institute - Houston, TX
2009-04 -
2012-06