David Koelzer Email & Phone Number

United States

Cedar Rapids, Iowa Area

• Diagnose and resolve problems; called in by end-users and responded to alerts generated by automated monitoring. • Release software and systems upgrades; coordinated work with the appropriate teams or clients, arranged outages & notifications for these events and documented back-out plans.• Research Technologies; stay abreast of new developments and assess applicability for client environments. • Document; system configurations to assure adherence to industry standard best practices. • Identify relevant industry standards; created alignment guidelines, technical auditing of clients and provided guidance to help bring clients up to industry standard best practices. • Implemented process changes; analyzed and reviewed reporting, ticket quality and satisfaction surveys to identify deficiencies and implement change.• Coach and mentor; responsible for taking escalations as well as coaching, mentoring and quality checking team’s work. • Provide and maintain Backup and Disaster Recovery services; Documenting DR plans. Involved in several disaster recovery projects when clients faced floods and building fire. • Track and report time and expenses in CCR ticketing system; provided detailed summaries of work performed for projects and incidents and documented issue root-causes as appropriate. • Managed Data Centers installed and maintained CCR equipment in data centers in Marion, Chicago, & Atlanta. Traveled and coordinated with “remote hands” vendors whenever possible to save on costs and expedite installs and changes. • Drove client engagement; participated in meetings with client C-Level managers and IT teams to review and address concerns or issues; ensured positive customer experience and service satisfaction.• Experience with multiple industries; worked with clients in manufacturing, legal, retail, health care, automotive, agriculture, accounting, debt collection, hospitality, government and construction.

Iowa City, Iowa Area

• Installed, maintained, monitored, upgraded and trouble-shot Pearson Education’s various public web-based applications as well as several legacy applications.• Supported Virtual Machines for development, test, integration and pre-production staging environments • Diagnosed and resolved problems called in by end-users, data center personnel or automated monitoring software. Worked in close collaboration with other departments and arranged appropriate outages and notifications. • Released software updates; coordinated with the appropriate teams. • Wrote Document guides for installation & configuration of web hosting services customized to our environments. • Cross-trained team members in specialty areas; received cross training from other members. Software Testing Engineer - 1998-2006 • Designed and setup test lab environments for various applications to mimic the application’s production environment in isolated networks, with firewall and subnets to simulate production network configuration. • Upgraded lab networks to support load testing, maintained isolated Active Directory, DNS & WINS domains. • Reduced costs and expanded the department’s capabilities by scavenging and utilizing decommissioned hardware as test equipment • Introduced VMware into labs; created virtual machines with various OS & browser combinations for compatibility testing. • Collaborated closely with development and production support teams to streamline and codify application release cycles.

Cedar Rapids, Iowa Area

• Evaluated, planned, and implemented various international projects. • Installed a MCI designed Next Generation Service Node (NGSN) in Toronto for Stentor, MCI’s Canadian partner. Reviewed and documented network design and coordinated with Stentor personnel to connect to their network • Involved with a project to install MCI’s DS-ISN platform. Assisted with initial evaluation of the project, reviewing and documenting the network. • Responsible for designing and setting up network for test nodes including out-of-band terminal servers for remote diagnostics and trouble-shooting. Evaluated Advanced Calling Card Processing platforms for use in a new international service for Concert (British Telecom and MCI’s joint venture).

Master Of Business Administration, Business Administration, 3.85

Bachelor Of Arts, Business Administration, 3.6

Private Pilot Sel, Aerospace, Aeronautical And Astronautical Engineering