Summary
Overview
Work History
Education
Skills
Websites
Certification
Interests
Timeline
Generic

David Coxe

Lakewood,OH

Summary

Dedicated System Engineer adept at cultivating long-term partnerships with vendors and clients. Expertise includes installing, configuring, and monitoring complex systems and infrastructures. Offering successful career history comprising more than 20 years.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Systems Engineer II

KeyMark
11.2023 - Current
  • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
  • Completed software updates for OnBase in a statewide enterprise.
  • Worked with state resources to troubleshoot and correct defects in the OnBase suite.
  • Worked with state and Keymark resources to implement enhancements to OnBase Workflow and WorkView applications.
  • Worked with state resources to implement best practices in the maintenance of an Enterprise OnBase solution for highest availability and reliability.
  • Upgraded SC DMV OnBase solution to a build that corrected a security defect.
  • Supports SC Child Advocacy with their WorkView application.
  • Supports Empower Health in their hosted Hyland environment.
  • Mentored new team members to familiarize themeselves with the environments trusted to our care.
  • Developed and maintained relationships with clients to ensure that the best customer is an existing customer.

Technical Consultant

Fiserv
08.2019 - 11.2023
  • Improved systems with addition of new features and infrastructure.
  • Assessed business requirements to create focused solutions.
  • Troubleshot Nautilus (OnBase) systemsin various data centers throughout the country.
  • Upgraded Nautilus (OnBase) in both hosted and on-premise environments.
  • Assisted with the decommissioning and transitioning of data centers in cost saving efforts. (Three data decommisioned total)
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Cloud Services Administrator

ImageSoft, Inc.
08.2017 - 07.2019
  • Maintained hosted OnBase Systems for Michigan, Tennessee, and California state court systems
  • Upgraded OnBase Systems for hosted customers
  • Maintained operational capability for said hosted systems.
  • Resolved OnBase issues as they arrived.
  • Worked with Professional Services to implement enhancements and upgrades.

Solution Engineer

ImageSoft, Inc.
04.2017 - 07.2019
  • As a Solution Engineer, I was responsible for implementing OnBase for ImageSoft's customer base.
  • Created and prepared recommendation reports to improve hardware and software standards.
  • Performed user acceptance and integration testing to produce system enhancements and upgrades.
  • Configured user accounts, password and account lock-out policies.
  • Reviewed problem logs to identify recurring problems and coordinated issue resolution activities.
  • Coordinated with other engineers to evaluate and improve software and hardware interfaces.
  • Collaborated with fellow engineers to evaluate software and hardware interfaces.
  • Delivered unit-tested systems within customer-prescribed timeframes.

Technical Consultant

Hyland, creator of OnBase
08.2016 - 03.2017
  • Building insurance centric solutions.
  • Authored best practices documentation for use in new personnel onboarding processes.
  • Developed technical requirement documentation for new software products.
  • Collaborated with Hyland Development to implement Guidewire solutions across the insurance industry.
  • Traveled on-site to implement and train clients in the software.

Technical Support Trainer

Hyland, creator of OnBase
07.2015 - 04.2016
  • Responsible for on-boarding new technical support analysts so they are equipped to provide the best possible level of support that kept Hyland a leader in technical support.
  • Led instructor-based training in showing students effective OnBase troubleshooting skills.
  • Proctored practical and multiple-choice exams, quizzes, and labs to cement their knowledge of OnBase
  • Trained other employees in customer service and performance requirements.

Technical Support Analyst

Hyland, creator of OnBase
08.2005 - 07.2015
  • Handled support calls regarding OnBase.
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Resolved issues with OnBase quickly and accurately.
  • Performed on-site OnBase upgrades
  • Worked with Hyland's QA and Development teams to resolve defects for customers and partners.
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Help Desk Analyst

Jones Day
11.1998 - 08.2005
  • I was part of a globally reaching help desk that worked to resolve problems and answer questions for over 200 applications across 30 offices.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Provided basic end-user troubleshooting and desktop support.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Installed, modified, and repaired software to resolve technical issues.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Logged support tickets and closed when issues were resolved.

Education

Some College (No Degree) - Music

Keene State College
Keene, NH

Robert E. Fitch Sr. High
Groton, CT
06.1991

Skills

  • OnBase WorkView Administrator
  • OnBase Workflow Administration
  • OnBase Certified Installer
  • Microsoft Office
  • System troubleshooting
  • Client service and support
  • Operating systems
  • Software requirement analysis
  • Technical support
  • Application testing
  • Requirements gathering
  • Troubleshooting and diagnosis
  • Cloud computing
  • Hardware and software installation
  • Troubleshooting

Certification

  • OnBase Workflow Administrator Professional 2025
  • Hyland Certified OnBase Consultant Professional 2024
  • Hyland Certified OnBase WorkView Administrator Expert 2025
  • OnBase Workflow Administrator
  • Hyland Certified OnBase WorkView Administrator Associate Certification 2024

Interests

I am also Freelance Pianist/Organist

I am very active in community theatre as a Theatrical Musical Director

  • Cooking
  • Outdoor Recreation
  • Music
  • Baking
  • Train Travel

Timeline

Systems Engineer II

KeyMark
11.2023 - Current

Technical Consultant

Fiserv
08.2019 - 11.2023

Cloud Services Administrator

ImageSoft, Inc.
08.2017 - 07.2019

Solution Engineer

ImageSoft, Inc.
04.2017 - 07.2019

Technical Consultant

Hyland, creator of OnBase
08.2016 - 03.2017

Technical Support Trainer

Hyland, creator of OnBase
07.2015 - 04.2016

Technical Support Analyst

Hyland, creator of OnBase
08.2005 - 07.2015

Help Desk Analyst

Jones Day
11.1998 - 08.2005

Some College (No Degree) - Music

Keene State College

Robert E. Fitch Sr. High

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