David Breithmoore

**** ******** *****, *****, ** 75024 Home: 214-***-**** ac4lcd@r.postjobfree.com

CAREER HIGHLIGHTS

•I enable projects:

•Analyze incoming projects by gathering client requests

•Clearly understand and document business requirements for the project

•Interview stakeholders to understand and clarify strategic requirements

•Monitor and log incoming communication request from clients

•Review all requirements, testing and other plans developed by BA

•I proactively manage customer ticket resolution via prescribed processes:

Communicate to gain information

Recreate issue and resolve issue

If possible, resolve issue via training or non programming resolution

Coordinate with programing staff for final resolution for customer

•I own the QA process:

•Test plans and issue resolution

•Communicate with the development staff to ensure resolution

•Train internal and customer staff

•Create any ad hoc testing or reporting required by customer

•Document requirements for the all processes for tickets and projects.

•I am the key communicator between my customer, prospect and company to resolve ticket issues or define requirements surrounding new project requirements

SKILLS AND ACCOMPLISHMENTS

•20 years of experience working on major technical software projects

•Excellent problem solving, interpersonal communication and project management skills.

•Measurable success in achieving business requirements through detailed understanding of user requirements, analysis and prioritization of requirements, documentation of complex business requirements and processes and accurately implementing technical solutions

•Outstanding people skills with a strong ability to analyze needs and processes by interpreting a customer’s business needs and translate them into application and operational requirements

•Proficient with Microsoft Office, MAC OSX and UNIX and several proprietary software packages, and am familiar with UniVerse Basic or similar PICK/MultiValue development environment databases and have basic SQL query knowledge and experience

EXPERIENCE

Full-time Dad

February 2014 to Present

Note: We had a newborn and I opted to stay at home. We are now planning on placing her in a Montessori school and I am looking to rejoin the workforce.

TYLER TECHNOLOGIES, INC

August 2005 to February 2014

Support Account Manager

Qualified customer expectations including broad, in-depth understanding of all clients’ business practices and requirements

Designed and executed individual support plan with client and appropriate support personnel to set clear, realistic expectations, and deliverables

Supervised fulfillment and execution of plan

David Breith Page 2

Directed all communications via regularly scheduled onsite and virtual meetings to systematically manage support incidents to help minimize escalations

Proactively facilitated renewals of client contracts and add-on sales opportunities

Coordinate with Professional Services for patch release and hot fix scheduling

Advised clients on best practices for backup, restores, and disaster recovery

Obtained customer satisfaction and loyalty by demonstrating an understanding of customers’ critical business issues and delivering services that help meet their business objectives

Advocated for my customers becoming a valued adjunct member of their IT operations team

Conducted account reviews including configuration auditing, State reporting verification, system health check, data backup and recovery review and SLA compliance

Proactively reviewed client support incidents and recommend training plans for all trainings

Managed service level agreements (SLA) compliance as well as issues within JIRA and client calls within ONYX

OCE USA, INC

July 2000 to May 2005

Level II Systems Integration Consultant and Trainer

Facilitated Systems Integration support specializing in integration and interface of proprietary, networked engineering-CAD software

Formulated process for documentation and review of all support to ensure the highest quality of customer satisfaction

Designed and delivered employee training on new software rollouts to ensure accurate documentation and deliver of support training

Managed strategic partners to incorporate new software into the support model

Coordinated resolution of software issues and “bug fixes” for new product releases

Provided new-hire training on product, technical knowledge and customer support skills.

CITY OF LUBBOCK – HEALTH DEPARTMENT

June 1996 to May 2000

CSA II

Implemented a comprehensive medical scheduling, billing, bookkeeping and inventory control software product hosted through the city WAN.

Created and maintained databases used in the monitoring and tracking of state required diagnosis.

Provided on-site technical support for the data system department-wide

Performed applicable clinic duties including patient interviewing, case management, phlebotomy and chairman of the Continuing Education committee administering CEU for the nursing staff.

Education

Texas Tech University Graduated in 2000

Bachelor of Arts: Business Management, Communication Studies and IT

Lubbock, Texas, USA

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