David Colter
IT Professional
Katy,TX
Summary
Analytical, solution-oriented, and dynamic professional with 10+ years of success in providing proficient technical support to users, swiftly diagnosing and resolving hardware and software issues, both remotely and on-site.
Excels in incident triage, technical analysis, and cross-functional collaboration to ensure prompt resolutions, thereby elevating customer service standards. Notable for championing resolution of critical issues, including recovering significant client data and averting substantial financial losses, bolstering client trust and system reliability. Adept at facilitating continuous improvement through comprehensive training and documentation, thus fostering team growth and organizational resilience. Strong communication skills to convey technical information clearly to non-technical stakeholders. Committed to leveraging technical acumen and problem-solving skills to drive success in challenging and dynamic support environments
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Customer Support Account Manager
Enablon
01.2024 - 04.2024
- Customer Support Account Manager position
- Supported 36 clients on a day-to-day basis
- Clients ranged from Silver status to Gold status for SLA
- Held monthly meetings with Gold Clients to ensure all issues were being addressed
- Created users in Salesforce based on client request
- Generated Salesforce reports for clients based off tickets and current status
- Worked closely with Tech Consultants to ensure issues were being addressed with the correct sense of urgency
- Liaison between Client, Tech Consultants and higher tier teams
- Created service contracts for clients for Billable hours
- Escalation point for the Client and Tech consultants to engage higher tier teams for resolutions
- Worked closely with Account Managers to ensure projects where being worked and ensure no interference arises that would hinder the project
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations
Business Analysis/DDA Support Team Lead
Fiserv
07.2020 - 07.2023
- 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.
Application Support Analyst Level 2
Q2
06.2018 - 05.2020
- 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
- Collaborated with developers, analysts and project managers to expedite incident resolutions
Technical Support Engineer Level 1
Kasasa
12.2016 - 06.2018
- 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.
L1 Service Desk Technician
Aldridge MSP
05.2016 - 09.2016
- 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 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.
04.2015 - 03.2016
- 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
Level II IT Analyst
Forum Energy Technology
06.2014 - 01.2015
- 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)
25B10 - Information Technology Specialist
United States Army Reserve
07.2006 - 07.2014
- 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.
Support Analyst
Precision Document Solutions
09.2012 - 03.2014
- 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
Education
Computer Networking Systems - Information Technology
ITT Technical Institute
Houston, TX 04.2009 - 06.2012
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
Timeline
Customer Support Account Manager
Enablon
01.2024 - 04.2024
Business Analysis/DDA Support Team Lead
Fiserv
07.2020 - 07.2023
Application Support Analyst Level 2
Q2
06.2018 - 05.2020
Technical Support Engineer Level 1
Kasasa
12.2016 - 06.2018
L1 Service Desk Technician
Aldridge MSP
05.2016 - 09.2016
Tier 3 Helpdesk Tech
Cornerstone Home Lending, Inc.
04.2015 - 03.2016
Level II IT Analyst
Forum Energy Technology
06.2014 - 01.2015
Support Analyst
Precision Document Solutions
09.2012 - 03.2014
Computer Networking Systems - Information Technology
ITT Technical Institute
04.2009 - 06.2012
25B10 - Information Technology Specialist
United States Army Reserve
07.2006 - 07.2014