Work History

IT Professional

David

Colter

Contact

Address

Katy, TX 77493

Phone

832-***-****

E-mail

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

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