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Engineer Support

Lancaster, Texas, United States
May 30, 2017

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David Moreland

Support Engineer with Development Experience

Lancaster, Texas Cell: 720-***-****


The last 6 years has been focused on the Mobility space - both Development and End User. The last 2 years as a Mobility Support Engineer and SME for various mobile applications task with creating and building the team supporting the growing Mobility (25K iPads) presence at Southwest Airlines using AirWatch, Service-Now and various SAAS / Cloud-based technologies. I have worked in various manufacturing environments as well as various electronics technical positions.


● Team Lead / Training ● Customer /Field Experience ● Effectively prioritizes activities

● Aero-Space Manufacturing and Aviation Technical Support Experience

● Effective communicator / Liaison with diverse groups ● Excellent documentation writer

● Broad-range of troubleshooting skills: Hardware, software, remote, electronics.


● Customer Service

- End User Support & Lead – Troubleshot and documented all issues for mobility project involving 25,000 users. Provided accurate, and complete customer support through telephone contact, email and text message. Interfaced with other departments and individuals as required to provide solutions. Agile and ITIL processes.

- AirWatch Management– Used AirWatch to monitor, update and troubleshoot devices in the field. Used Southwest – AirWatch SAAS Development environment to test deployment of IPA and document procedure for the Deployment team to follow.

- Technical Writer and Trainer – Wrote focused knowledge articles for service ticket system as well as in-depth documentation on understanding and supporting the end user’s various software. Provided personalized training to new-hires, as well as continued mentoring and training as required or requested.

- Hardware & Software Support -- Provided in-field support to clients for custom-built systems. Provided support for various software related issues to clients; such as: Windows OS, Microsoft Office, various 3rd party applications (comply365, pilot brief optima, flight deck pro).

● Software Development

- Software Developer - Created several programs based on design requirements with focus on re-usability of code, usability and upgradability. Met with customers to develop their ‘raw’ ideas into workable design documents and functional software.

- Software & Technical Documentation Writer - Updated code with ‘self-documentation’, also wrote developer and user manuals using various automation tools and other software that suited the requirements of the documentation.

- QA / Tester - Usability and application testing. Bug fix suggestions and modification tracking via JIRA and other web-based logging /project tracking solutions. Unit test coding.

● Electronic Technician - Component level troubleshooting and repair on communication test equipment, televisions, stereos, cell phones – both analog and digital: Manufacturing process and consumer repair.

● Sales & Support - Custom built systems for own business and Kansas based store-front. Client site installation, modifications and upgrades.

● Technologies – Dev IDE: Xcode, Visual Studio, Java Beans, Eclipse, Dreamweaver

- Database: Data Design and normalization, client-server integration, mySql, MS Access, Oracle, SQL Queries

- Software: MS Office, Adobe CS5, MS Publisher, Photoshop, Final Cut, Avid Video

- Misc.: XML, UML, HTML, CSS, Jira, Service-Now, Remedy, AirWatch, Comply365, Git, SVN, Build Forge, Jenkins

- Languages: Objective-C, C#, C, Visual Basic, Some Java, Some Assembly, Some Scripting, Active Directory, Group Policies

- OS: Most windows, Linux, Mac OSX, Windows Server,, IIS / Mobile: iOS, Android, Windows 10


Consulting / Skill Refreshers Dallas, Texas Nov 2016 – present

Southwest Airlines (Softtek/JUC America) Dallas, Texas May 2014 – Oct 2016

Lead Mobility Support Engineer

● Created L2 Support team -- researching and providing solutions and support documents to various support and other departments.

● Created all support documentation for the EFB ‘Electronic Flight Bag’ for pilots & Flight Attendants.

● Trained team members as well as other mobility project teams who were unfamiliar with the process, tools and deployment differences between desktop and mobile environments.

● Interfaced closely with Flight Ops (EFB Admin), 3rd Party Support vendor, mobile app vendors and numerous Internal Business and Technology teams.

● Worked Incident tickets directly with pilots and Flight Attendants; documented results in DASH (Service-Now system) consistently within SLA guidelines using AirWatch, and other web-based SAAS environments.

● Created complex Excel-based reports comprised of multiple sources to track compliance and support trends.

American Express Publishing (Advent Technologies) Manhattan, NYC July 2013 – Feb 2014

Mobile Application Developer

● Updated several applications for iOS 7 including an off-line Flight Scheduling app.

● Redesigned download classes using NSURL Session, multiple download streams, background completion.

● Converted MySQL library access to use Core-data directly.

● Met with Internal Business customers to discuss and suggest application design improvements.

Smart Meds, LLC (Start-up) Denver, CO Dec 2010 – March 2013

CTO / Software Design Engineer

● Designed and coded iPhone Medical App using Objective-C and Xcode based on requirements / wish-list.

● Designed and developed database using core-data and sqlite and mySql web-based back-end.

● Launched initial application on Apple App Store (iTunes Connect) and updates.

InspireSmart Solutions Greenwich Village, CO June 2012 – Sep 2012

Software QA / Customer Support

● Tested GUI and code for proper functionality. ● Documented errors via JIRA.

● Assisted customers via chat, email and phone. ● Created Software User Manual.

School / IT Freelance / Video Freelance Centennial, CO Jan 2006 – March 2013

BRG Precision Products Derby, KS April 2004 – Aug 2005

Electronics Tech / Customer Support

● Troubleshot and repaired programmable digital displays. ● Reduced rework by 95%

● Assisted customers via chat, email and phone. ● Recommended improved manufacturing technics.

● Tested new components (R&D)

Other Experience:

● Call Center ● Web Site Design, Marketing and Sales ● Electronics ● Business Owner

● In-Field / Client Site Support ● Electrician–US Navy ● Manufacturing: Boeing, Cessna, Motorola, Farmland

● Computer Hardware Sales and installation ● Writing, edit, research, update: creative and business,



University of Colorado – Denver Denver, CO Jan 2006 – March 2013

● Master’s Computer Science – No degree ● BFA – Film / Video – No degree

Wichita State University Wichita, KS Jun 2001 – Dec 2003

● Bachelors: GS, Major - Computer Science Minor -, English, Psychology

Trade / Military: ● US Navy, ● Wichita Technical Institute, ● NRI Correspondence Computer course.

David Moreland – Recommendation Letters

Amy Ashkinazy-Murrell

EFB Manager @ Southwest Airlines

"When David first started at Southwest Airlines, we were co-workers. I was transitioning to a new job and David was taking over the majority of my workload. He is a very quick learner and is always willing to help. We did one-on-one meetings for knowledge transfer and then David created documents. His documents were just about perfect, on the first try. When I moved to my new job, David became support for my mobile applications. He was always available to help, even on weekends, nights, holidays, etc. David is an excellent worker with great work ethics. He would be an asset to any company he worked for."

iOS Developer - Contract

American Express Publishing

Bruno Orlando

Senior Software Engineer at Work Market

David is a highly talented and dedicated developer who always goes above and beyond. I was always confident in giving him complex projects because he is result oriented and understands the bigger picture. David is a true technologist who learns quickly, has a broad set of skills and always chooses the right tool to complete a task. I highly recommend David!

January 24, 2014, Bruno managed David at American Express Publishing

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