David Underwood
Las Vegas,NV
Summary
Dynamic and strategic thinker with a proven track record in developing and implementing innovative information technology solutions across diverse business functions, including project management, resource distribution, and process enhancement. Expertise in troubleshooting information systems while delivering high-quality assurance and IT support. Strong leadership abilities complemented by exceptional communication and team-building skills, with extensive experience in training and managing IT professionals within large office environments. Committed to leveraging the latest technological advancements to empower both new and established businesses to achieve their highest potential.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Analyst – Application Support
Wynn Casino
Las Vegas, NV
04.2023 - Current
- Responsible for ensuring the Change Management guidelines/policies are adhered to for all systems deployed to Production utilizing foresight to anticipate and address potential issues before they become issues.
- Provide high level application and technical support to customers, partners and internal resources including 24×7, high-availability, systems.
- Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain enterprise applications, and to investigate and resolve application-related incidents.
- Fully document applications and related business systems including but not limited to: architecture diagrams, system configuration, environment setup, troubleshooting and all specific information related to ongoing support and maintenance of the systems.
- Follows up with various IT teams to ensure issues are resolved efficiently and accurately.
- Provide onsite and remote technical assistance to end user requests logged via the ticketing portal, documenting troubleshooting steps and resolution.
- Communicates directly with internal customers via phone, email, or in-person to better understand the issue. Adheres to policies to record, track progress, and escalate application issues.
- Maintain application support technical documentation
- Operations are 7x24X365, requiring flexible schedules.
- On-call availability, on a rotational basis, is a requirement of this role.
- Share knowledge and expertise with others and supporting team members as required.
- Provide timely communication to business partners on the status of their service requests and incidents.
- Ability to participate in multiple projects simultaneously while adhering to tight schedules.
- Contribute to and maintain a knowledge base of previous support issues.
- Responsible for managing individual and team ticket queues to ensure SLA's and KPI objectives are met.
- Perform other additional duties and responsibilities as assigned.
- Own the Vendor relationship and drive results with them in a timely manner.
Senior Computer Engineer
MGM Resorts
Las Vegas, NV
11.2006 - 01.2023
- Supervised, trained, and evaluated technicians regarding performance and following company policies
- Experience at multiple properties of MGM Resorts including corporate office
- Implemented and managed projects including working with business partners and vendors
- Install, troubleshoot, and analyze software/hardware. Desktops, laptops, printers, POS, mobile phones, media devices, and other specialized vendor devices - 1,500+ various devices
- Work with Application Services, project managers, and support group personnel and/or business areas to determine technical requirements
- Configuration, testing, implementation and production turnover of technical infrastructure products and tools as assigned (hardware platforms, operating systems, virtualization, data management, network, databases, security, other)
- Provided network support including infrastructure and troubleshooting
- Review or maintain I/S records, including asset, configuration and vendor or government licensing records
- Asset management
- VIP support for casino executives
- Coordination of IT strategy regarding renovations of venue openings, renovations, and special events.
- Research and evaluation including vendor business and cost analysis, as appropriate; cost/benefit, risk, etc.
- Coordination of scheduled downtimes and work around strategies to minimize business impact of hospitality service
- Applications worked with: Windows 7,10,& 11, MS office, Infogenesis, Citrix, NSB/Epicor, Archtics, Ticketmaster, CVPS Bell Desk system, Central Credit, Filenet, Global Cash, HotSOS, IGT, Acres, Patron Management, Machine Accounting, EZ-Pay, NRT ATM systems, Opera, LMS, AS400, Table Manager, Oasis, Active directory, DHCP, DNS, Beyond Trust, VPN
IT Technician
MGM Mirage
Las Vegas, NV
01.2006 - 11.2006
- Working with network concepts, Windows XP/2000, and MS Office
- Active Directory administration
- Answering high volume of calls and communication skills
- Using remote desktop tools and ticket tracking software
- Remote technical support & first level resolution
- Dispatching of on-property technicians
- Reason Left: Promoted to Computer Engineering
System Administrator
Tririga Inc.
Las Vegas, NV
10.2005 - 01.2006
- Perform maintenance and ensure Unix/Solaris systems are always working at optimal performance.
- Import, export, and refresh database information (Oracle and SQL)
- Maintain all servers in server room (Sun v90 and Dell PowerEdge)
- Routinely upgrade Tririga software on pilot systems
- Worked with Jboss, Weblogic, Brava!, Crystal reports, Java
- Setup of computers with different configurations each in preparation for classroom training (for clients)
IT Technician
Palms Casino
Las Vegas, NV
08.2005 - 10.2005
- Support all employees of the Palms with any software/hardware issue that arises.
- Ensure all computer systems are functioning including 24 hour on-call duties.
- Worked with Infogenesis, Oasis/CDS, Rio, New Wave Technologies, etc., Windows 2000, Windows XP.
- Performed nightly backup of marketing data
- Reason Left: Better Job Opportunity
IT Supervisor
Spherion
Las Vegas, NV
01.2004 - 08.2005
- Support all employees of Kraft Food Inc.
- Provide network hardware and software technical support.
- Troubleshoot all issues via Peregrine scripting software.
- Managed employees within call center
- AS400 administration via Rumba connection/ password resets
- Troubleshoot RNAS VPN software
- Reason Left: Better Job Opportunity
IT Technician
Matheson Trucking Inc.
Elk Grove, CA
08.2001 - 10.2003
- Provide network hardware and software technical support.
- Building specialized computers for specific job functions.
- Integrating operating systems & applications.
- Configure and maintain Microsoft NT, 2000, and Exchange servers.
- Database Connectivity: Oracle, Linux, Novell, Peoplesoft, FileNet.
- Traveling to remote locations – installing & troubleshooting
- Maintain Company-Wide Hardware and asset tags PC inventory.
- Configuring routers, switches, hubs, and making network cables.
- Configure VPN connections – Cisco, Sonicwall, and Aventail.
- Visit remote locations and perform preventive maintenance
- Reason Left: relocated to Las Vegas
Education
Some College (No Degree) - Computer Science
San Joaquin Delta College
Stockton, CAMCSE - Microsoft Certified Systems Engineer
Comp USA Technical Center
01.2001
High School Diploma -
Sierra High School
Manteca, CA01.2000
Lindbergh Educational Center
Manteca, CA01.2000
Skills
- -Effective leader, skilled at sharing my knowledge of information systems with others and supervising the work of IT professionals
- -Innovative designer of information management systems and subsystems
- -Knowledgeable about the differing information management needs of large and small businesses
- -Familiar with innovations in information security systems and skilled in updating security protocols
- -Capable problem solver, skilled in IT support and troubleshooting all types of computer and information programs
- -Extremely detail oriented and committed to quality in all aspects of information management
Certification
- A+
- MCP
- MCP+I
- MCSE NT 4.0
- 2000 MCP
- Installing, Configuring, and Administering Microsoft Windows 2000 Pro
- Comptia A+ hardware technician
- Networking Essentials
- Implementing and Supporting NT 4.0 Workstation
- Implementing and Supporting NT Server 4.0 in the Enterprise
- Implementing and Supporting NT Server 4.0
- Internetworking with Microsoft TCP/IP on Microsoft Windows NT 4.0
- Implementing and Supporting Microsoft Internet Information Server 4.0
Timeline
Senior Analyst – Application Support
Wynn Casino
04.2023 - Current
Senior Computer Engineer
MGM Resorts
11.2006 - 01.2023
IT Technician
MGM Mirage
01.2006 - 11.2006
System Administrator
Tririga Inc.
10.2005 - 01.2006
IT Technician
Palms Casino
08.2005 - 10.2005
IT Supervisor
Spherion
01.2004 - 08.2005
IT Technician
Matheson Trucking Inc.
08.2001 - 10.2003
Some College (No Degree) - Computer Science
San Joaquin Delta College
MCSE - Microsoft Certified Systems Engineer
Comp USA Technical Center
High School Diploma -
Sierra High School
Lindbergh Educational Center