David Smith Email & Phone Number

Vancouver, Washington, United States

Create customized ETL loaders, SQL reports and workflow as assigned.

Develop mechanics and rules for a theme park based board game.Play test and adjust for proper balance.App and Google Sheets program development for automated scoring system.

Vancouver, Washington

Performing implementations and data conversions for the cloud-based software as a service product ACE by Interprose.

Portland, Oregon Area

Contractor at Providence to update their computers to Windows 10. Build new computers to replace old computers. Includes imaging and software installation. Upgrade in place computers that support Windows 10. Support issues if they occur during update or when replacing computers.Developed several means to streamline the process. Created Excel macro to more easily identify the software that needs updating on new computers. Saves up to 5 minutes per computer that we need to replace. Added up it will lead to several tens of hours per month of time saved. Made suggestions to improve inventory process to save time during deployment and make sure we bring adequate cables. When suggestions are implemented it will prevent a waste of time returning to base to retrieve needed cables. Additionally it will allow for proper preparation which will minimize issues during deployment. Each issue could result in several hours of extra work.

Managed a growing support team after hiring and training the team doubled to seven members. Developed a comprehensive on board training program, initiated an internal training system, institutionalized metrics and reports to identify strengths and weaknesses of the team and individuals. Managed Zendesk as a help desk portal for my team to help with reporting and customer surveys. Maintained a highly successful customer satisfaction rating with an NPS score of over 50. Worked closely with development and project managers to facilitate successful monthly releases.

Tier 2 support for a cloud based system that facilitates the ordering of reports to fulfill loan applications. Worked directly with clients to grow their business by helping them with technical issues, designing new solutions and testing releases. Became a subject matter expert and trained other employees and clients. Was a direct point of contact for clients to help grow their business, troubleshoot technical issues and advocate for new software feature development. Created and submitted feature design changes. Tested new features and regression tested during monthly releases.

Developed curriculum that supports English language development at all age levels (1st-9th). Implemented teaching strategies to drive passion and interest in English beyond the classroom.

Direct point of contact for students and faculty to troubleshoot home-grown network and email software. Managed a computer lab and printing system. Efficiently directed inbound inquiries to specialized support department.