David Klein Email & Phone Number

Kirkland

Developed a NextJS-based onboarding application for the VOIP department, leveraging AWS Services like Amplify, Cognito, Lambda, DynamoDB, and GraphQL. Simplified the customer onboarding process by creating a user-friendly interface for collecting user data, phone numbers, devices, and integrating legal forms and signatures via AWS S3 and Docusign, this.

Kirkland WA

• Created a user handbook that is printed and distributed to new customers. The manual outlines how to use VoIP phone equipment and general system features to reduce support calls.
• Created a standardized front-end testing process so the developers can focus on coding while the company outsources the task. The process guarantees regular testing when new features are added without taking time away.
• Designed and developed the company’s knowledge database that contains over 700 articles I have written.
• Supported the VoIP and billing departments while working on front-end code and managing the knowledge database.
• Created a tool in C# for IT to help them generate new product requests while using REGEX to remove special characters.

Greater Seattle Area

• Organize and manage 2-4 public events per year with 180-300 attendees per event.
• Manage and delegate to a team of 14 individuals to plan and run social music events.
• Support other local events by providing audio equipment, music, lighting, and marketing support.

Bellevue, WA

• Founded and lead the quality assurance escalation team that focused on investigating negative customer feedback from surveys. We reached out to these customers to resolve these issues to create a positive customer.
• Assisted in customer-facing and internal documentation of new processes or changes.
• Created an Auto Hotkey script that configured a SonicWALL router to reduce a 30-minute process into a 5-minute process.
• Configured Cisco, SonicWALL, Netgear, ZyXEL, Actiontec, Arris, Asus, D-Link, and Linksys network routers and firewalls.

Greater Seattle Area

• [Contract Completed]
• Created documentation for all 4 of Disney’s theme parks for tier 1 – 2 regarding Disney’s RFID FastPass+ ticketing system.
• Automated the ticketing process with chained macros using Auto Key resulting in automatically resolving 51% of all tickets between 4 support engineers.
• Led a team of 3 by promoting teamwork to resolve issues together and encouraged individuals regarding their skill sets to solve challenging issues.
• Troubleshot issues across the Fastpass+ system which included multiple databases on and off-site, RFID transmitters and receivers, numerous data management systems using JMS and HTTP protocols with SQL Developer.

Greater Seattle Area

• Created training documentation necessary to complete high priority porting cases with Megapath’s new all in one installation system.
• Configured and troubleshot VoIP equipment such as Cisco phones, Polycom phones, and Edgemarc routers.
• Worked with multiple departments to obtain solutions regarding orders and escalations for Voice Support Tier 1-2, all sales branches, shipping, porting, implementation engineers, and project managers.

Greater Seattle Area

• Certified in all customer retail hardware regarding dell desktops, laptops, printers, and server repairs.
• Ranked 3rd top repair agent in the King county area and became the afterhours on call escalation technician.
• Excelled beyond the regular 8 systems repair metric and completed over 10 repairs a day in downtown Seattle and Bellevue.

Kirkland, WA

• Provided tier III wireless support for desktop, laptop, and any mobile device that required a SIM card for T Mobile
• Completed a 3 month training class for basic wireless troubleshooting, account administration, driver installations, proprietary device management software, internet tethering, documentation writing, and de-escalation.
• Exceeded the departments quality standards by using organized documentation and first call resolution methods
• Added technical documentation using HTML code for new and existing mobile products to their knowledge database

Aas, Information Technology Software Development, Gpa 3.2

Complete React Developer 2021