David Moats
Lawrenceville,GA
Summary
Dynamic Solutions Engineer with extensive experience at IBM, recognized for exceptional technical support and customer service. Proven expertise in cybersecurity and software troubleshooting, driving improvements in support metrics. Skilled in training teams and analyzing complex data to enhance operational efficiency, fostering a results-driven environment that prioritizes client satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Solutions Engineer- Financial Transaction Manager
IBM
Atlanta, GA
01.2025 - Current
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Analyzed customer feedback to develop targeted improvements in technical support services.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
Senior Software Engineer Technical Lead- QRadar Support
IBM
Atlanta, United States
01.2022 - 12.2024
- Managing Technical Support Team: The Lead Technical Support Specialist would be responsible for managing a team of technical support specialists for QRadar Support for Applications and the framework
- This would involve delegating tasks, overseeing the team's work, providing guidance, coaching and feedback, conducting case evaluations, and managing team queues
- Resolving Complex Technical Issues: As the senior technical support specialist lead, I handled complex technical issues that could not be resolved by the junior members of the team
- I provided technical guidance, assistance and troubleshooting to both customers and team members
- Providing Technical Training and Support: Provide training and support to technical support specialists on technical skills involving QRadar and its application framework, procedures, and customer service best practices
- I am also responsible for ensuring that the team members have the required resources, equipment and tools to provide technical support
- Interacting with Customers: The Lead Technical Support Specialist would interact with customers to resolve technical issues and provide customer service
- This would include answering technical questions, resolving customer complaints, and providing technical guidance and support
- Tracking and Reporting Metrics: I would track and report on technical support metrics such as resolution times, customer satisfaction ratings, and first call resolution rates
- Then would use this data to identify trends and areas for improvement
Software Engineer - QRadar
IBM
Greater Atlanta Area
04.2017 - 02.2022
- This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions
- Provides technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills
- Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
- Communicates action plans to the client or IBM representative as appropriate
- Recommends and implements new or improvements to existing technical support tools, procedures, and processes
Software Engineer- QRadar/QRadar Applications
IBM
Greater Atlanta Area
04.2017 - 02.2022
- Participated in continuous learning opportunities to stay current with emerging technologies.
- Collaborated with cross-functional teams to gather and define requirements for new software features.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted testing of software and systems to ensure quality and reliability.
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
Qradar Knowledge Support Engineer
IBM
Sofia, Bulgaria
05.2018 - 06.2018
- Trained a group of 15 engineers on the key concepts of IBM QRadar SEIM
- During my time in Bulgaria, I was tasked with providing real world training scenarios on the common issue we see in supporting Qradar, as well as provided them with the necessary documentation available
- My job also consisted of creating and deploying QRadar all-in-one consoles for each engineer to use during the duration of the training
- My job also included mentoring 15 engineers during the post training phase before they can start individual work
Technical Operations Administrator
IBM
Chicago
03.2016 - 04.2017
- Gather operational status report info from SWAT team members and assemble Monthly Operation Report (MoR)
- Follow up after all SWAT engagements to gather data for customer (tech sales) satisfaction survey and prepare monthly metrics report
- Compile SWAT newsletter where we state our activities, and where we assisted in wins from the above data collection activities
- SME Project coordination and metrics
- Deep dive knowledge on IBM Security Network Protection (XGS)
- Provides next level support for IBM Security Network Protection (XGS)
- Contribute to IBM Social initiative via security articles and marketing of organization
- Develop and maintain for constant promotion
- Develop a monthly newsletter highlighting updates and key wins for the month
Software Lab Services Intern
IBM
Marquette, Michigan
05.2015 - 03.2016
- My responsibilities included managing intellectual capitol repository
- I also implemented IBM security software into Northern Michigan University and Michigan Technical University courses
- I assisted in the development of the service offerings provided by IBM Software Lab Services
- Constructed a community forum for the Identity and Governance division so they a central location to find relevant customer information
Technology Coordinator
Chicago Public Schools
06.2013 - 01.2015
- Maintained IT support system for teachers, students, and the community
- Standard maintenance on PCs with various operating systems (Windows XP, Vista,7,8,IOS)
- Installed a computer lab for the community members to use for professional purposes
Education
Bachelor of Science (B.S.) - Computer and Information Systems Security/Information Assurance
Northern Michigan University
Marquette, MI01.2015
Finance - General
Moraine Valley Community College
Palos Hills, IL01.2013
Skills
- Technical training
- Cybersecurity
- Technical support
- Network security
- Software troubleshooting
- Analytical skills
- Technical documentation
Websites
Certification
- Enterprise Design Thinking, Practitioner
- IBM Resilient SOAR Foundations
Languages
English
Personal Information
Title: Lead Technical Software Engineer- QRadar/QRadar Applications at IBM
Accomplishments
- Promoted to Technical Lead Support Engineer
- Named to IBM Software Support wall of Fame April 2023
Timeline
Solutions Engineer- Financial Transaction Manager
IBM
01.2025 - Current
Senior Software Engineer Technical Lead- QRadar Support
IBM
01.2022 - 12.2024
Qradar Knowledge Support Engineer
IBM
05.2018 - 06.2018
Software Engineer - QRadar
IBM
04.2017 - 02.2022
Software Engineer- QRadar/QRadar Applications
IBM
04.2017 - 02.2022
Technical Operations Administrator
IBM
03.2016 - 04.2017
Software Lab Services Intern
IBM
05.2015 - 03.2016
Technology Coordinator
Chicago Public Schools
06.2013 - 01.2015
Bachelor of Science (B.S.) - Computer and Information Systems Security/Information Assurance
Northern Michigan University
Finance - General
Moraine Valley Community College
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