David B. Whitelaw

Key Responsibilities & Achievements Team Leadership & Development Operational Management Customer Experience & Issue Resolution Process Improvement & Strategy Cross-Functional Collaboration Core Skills

• Led a team of 14 technicians, providing mentorship, training, and career development across multiple technical disciplines.
• Directed recruitment, onboarding, and performance evaluations to build a high-performing support team.
• Fostered a collaborative, growth-oriented environment that encouraged knowledge sharing and continuous improvement.
• Oversaw daily operations and service delivery for 12 platforms, supporting clients nationwide.
• Managed workflows using the Zendesk ticketing system to ensure adherence to service level agreements (SLAs) and quality standards.
• Analyzed workflows and resource allocation to optimize efficiency and support coverage.
• Mentored and coached technicians, leading to a significant increase in CSAT scores—more than doubling in a short time frame.
• Provided leadership in resolving complex client issues, ensuring timely and effective resolutions.
• Handled escalated customer concerns with a focus on professionalism, empathy, and efficiency.
• Developed and implemented policies and procedures to improve the consistency and quality of technical support services.
• Identified trends and recurring issues, initiating continuous improvement strategies to enhance performance and meet KPIs.
• Conducted comprehensive research on software and hardware solutions to recommend effective tools for both clients and internal teams.
• Created and presented detailed performance reports to senior leadership to support data-driven decision-making.
• Collaborated closely with Sales and Product Development teams to align support initiatives with broader business objectives.
• Guided the support team in meeting project deadlines and delivering successful outcomes through effective coordination and communication.
• Team Leadership & Mentorship
• Technical Troubleshooting & Support
• Service Delivery Management
• Zendesk & Workflow Optimization
• KPI & Performance Analysis
• Customer Experience Improvement
• Cross-Functional Collaboration
• Strategic Problem Solving
• Change Management
  Prioritized and organized tasks to efficiently accomplish service goals.
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HHC Supply Sergeant – 1st Brigade, 104th Division
2008 – 2015

• Directed Food Management Services and logistics support for over 180 soldiers, ensuring efficient and timely meal distribution during training and operations.
• Managed inventory, storage, and security of all ordnance, technology equipment, and sensitive items.
• Coordinated the procurement and distribution of uniforms, gear, and mission-critical supplies.
• Recognized for exceptional service by the Division’s Brigadier General.
• Awarded the Army Achievement Medal for outstanding performance and dedication to duty.

Assistant Region Leader (E-7) | 92Y Instructor – 8/104th Quartermaster Battalion
2015 – 2023

• Served as Area Leader for a detachment of 10 instructors at Fort Carson, providing oversight, mentorship, and operational coordination.
• Certified Army Instructor teaching 92Y (Unit Supply Specialist) courses, including:
  Reclassification Training for transitioning soldiers
  Advanced Leader Course (ALC)
  Senior Leader Course (SLC)
• Instructed Active Duty, Reserve, and National Guard soldiers, ensuring readiness and excellence in logistics and supply operations.

• Procured, organized, and maintained comprehensive project documentation, including reports, records, and files to ensure accuracy and accessibility.
• Developed and regularly updated detailed project plans outlining objectives, technologies, timelines, and budget allocations to support successful execution and tracking.

• Managed, mentored, and coached a team of 10 Tier II Technicians supporting IT service delivery for VA employees across a multi-state region.
• Oversaw daily operations, ensuring consistent coverage and adherence to service level agreements through strategic scheduling and work plan development.
• Assigned tasks based on skill sets and priorities, actively monitoring individual performance to ensure timely and high-quality execution.
• Identified risks and issues, developing mitigation strategies and escalating to the customer or Insignia Program Manager when necessary.
• Created and institutionalized project-specific Standard Operating Procedures (SOPs) to streamline workflows and improve consistency.
• Continuously evaluated processes for improvement opportunities, implementing efficiencies that enhanced team performance and value delivery.
• Tracked and reported performance metrics; prepared detailed status and progress reports for both VA leadership and Insignia stakeholders.
• Ensured compliance with all contractual obligations and documentation requirements.
• Recognized by the VA for key contributions to the IT department’s success—named one of the five most improved departments across the VA nationwide.

• Responded to client inquiries and support requests via phone and email, providing timely and effective solutions.
• Collaborated closely with technical support, engineering, and sales teams to resolve complex customer issues.
• Built, patched, and maintained hundreds of vCenter environments comprising thousands of virtual hosts, ensuring system integrity and optimal performance.
• Configured and managed enterprise monitoring systems tracking thousands of managed elements using tools like EM7.
• Administered VMware environments, handling all aspects of VM lifecycle management, including creation, resizing, snapshots, and issue resolution.
• Provisioned and managed Palo Alto Firewalls, including NAT configuration, filter rules, VPN (IPsec/SSL) setup and troubleshooting, and route management.
• Diagnosed and resolved hardware issues daily, replacing components such as 3PAR storage units, disk drives, fans, and power supplies.
• Coordinated hardware replacements and scheduled installations to minimize client network downtime, working directly with various hardware vendors.
• Served as Primary Cloud Engineer overseeing hardware repairs and purchase orders for Zayo Cloud servers across the U.S., London (UK), and Frankfurt (Germany).
• Generated and managed purchase order requests for all server parts and repairs across global locations.
• Documented technical issues, troubleshooting steps, and resolutions in the Salesforce CRM system; authored Knowledge Base articles to support internal teams and improve customer self-service resources.

Key Tools & Technologies:

• Salesforce CRM
• VMware vCenter
• Palo Alto Firewalls
• EM7 Monitoring Platform
• 3PAR Storage Systems
• Virtual Machine Management
• Cloud Infrastructure Support

• Retained post-separation from Intel to provide enterprise-level technical support for hundreds of thousands of clients worldwide.
• Delivered expert support for SaaS Cloud Email and Web Security solutions, including encryption, email protection, archiving, and disaster recovery services.
• Managed incident and emergency response processes to ensure minimal disruption and swift resolution of critical issues.
• Mentored and coached a team of 25+ Tier I technicians, enhancing technical knowledge, troubleshooting skills, and customer service capabilities.
• Diagnosed and resolved SMTP traffic and TCP/IP networking issues on a daily basis.
• Provided high-level support to international clients across India, Japan, Australia, New Zealand, Mexico, Brazil, El Salvador, the UK, Canada, France, Germany, and Spain.
• Coordinated escalations with Intel Security Support teams, Account Managers, and cross-functional technical departments.
• Conducted in-depth research and troubleshooting of complex issues, escalating to Operations and Engineering as needed for resolution.
• Authored detailed Knowledge Base articles and resource materials for both clients and internal support teams.
• Participated in regular software rollouts and updates, acting as a liaison between frontline technicians and Engineering to ensure smooth transitions.
• Consistently recognized by high-profile enterprise clients for resolving critical issues quickly and effectively—even in situations where prior attempts had failed.

Key Areas of Expertise:

• SaaS Security Solutions
• Email & Web Security
• TCP/IP & SMTP Troubleshooting
• Incident & Escalation Management
• Global Client Support
• Knowledge Base Development
• Software Rollouts & Liaison Work
• Tier I Team Mentorship & Coaching

• Served as the first point of contact for technical support for all Sports Authority retail stores and corporate employees across North America.
• Diagnosed and resolved a wide range of technical issues, including software malfunctions, point-of-sale (POS) system errors, sales reporting discrepancies, and network connectivity problems—often without the need for escalation.
• Provided efficient support for account access issues, including password resets and account unlocks, ensuring minimal disruption to employee workflows.

• Managed day-to-day operations for 23 industrial equipment companies across the U.S. and Canada using QuipWare proprietary software to support all facets of client business functions.
• Created and analyzed technical reports to identify, document, and resolve software issues affecting client operations.
• Conducted in-depth research and troubleshooting to provide timely, effective solutions tailored to each client's unique environment.
• Utilized SQL to diagnose and correct data-related software issues, ensuring accuracy and system integrity.
• Performed daily server backups to maintain business continuity and data protection for the company’s on-site infrastructure.

• Acted as the first point of contact for up to 500 employees across 22 offices in Colorado and Arizona, delivering responsive and effective technical support.
• Diagnosed and resolved a broad range of hardware, software, and network issues independently, minimizing the need for escalation.
• Administered Active Directory, including user account creation, permission management, security group assignments, and distribution list maintenance.
• Managed and maintained Cisco phone systems, routers, and switches, ensuring stable communication infrastructure.
• Installed and maintained software deployments from network servers to end-user workstations; configured email accounts and provided support for Windows XP and Microsoft Outlook.
• Set up and configured workstations, printers, and mobile devices, and provided hands-on training to users to ensure efficient onboarding and tool utilization.

• Enforced criminal and traffic laws, including DUI detection and apprehension, accident investigation, and providing courtroom testimony to support legal proceedings.
• Conducted routine maintenance, troubleshooting, and repairs for mobile data computers and modems in patrol vehicles, ensuring consistent performance and connectivity.
• Updated and applied patches for the CCIC/NCIC database and created templates for accident reports using VISIO to streamline reporting processes.
• Acted as the primary technical point of contact for field officers, providing support for hardware and software issues related to patrol operations.
• Trained end-users on the use of specialized law enforcement applications and systems.
• Appointed to the Executive Security Unit for the State Capitol and Governor's Mansion (1994–1997), where I provided chauffeur services and personal protection for Governor Roy Romer and his family, in addition to regular law enforcement duties.

• Served with VFA-132 at NAS Cecil Field and aboard the USS Coral Sea, specializing in weapons loading and maintaining weapons systems for F/A-18 aircraft.
• Conducted combat-critical maintenance and repairs on F/A-18 radar systems, weapons systems, and mission computers, ensuring operational readiness during critical missions.
• Certified Navy Instructor and Weapons Loading Inspector with Strike Fighter Weapons School Atlantic at NAS Cecil Field, responsible for training personnel on weapons loading for both F/A-18 and S-3 aircraft.
• Honorable Discharge, achieving the rank of Aviation Ordnanceman 2nd Class (E-5).
• Awarded 2 Meritorious Unit Commendations, 1 U.S. Navy Expeditionary Medal, 1 Armed Forces Expeditionary Medal, and 1 Navy Good Conduct Medal for exemplary service and performance.