David Gum Email & Phone Number

• Assist in building process flows to integrate enterprise content management into proprietary business system• Onboard new trading partners and work with existing trading partners to ensure the flow of electronic data between Dixon systems and customers and suppliers’ systems• Create and update maps, code lists, business processes and connectivity in IBM Sterling Integrator• Generate, install and replace SSL and trusted security certificates for connectivity purposes• Communicate with internal customers and external trading partners• Troubleshoot and resolve EDI/B2B issues related to transactions and ERP integration, business processes and connectivity• Document processes, process flows and changes• Assist with transaction and document integration activities

• Member of the Help Desk Technical Support Team assigned to address Information Technology (IT) issues primarily at Hyatt properties world-wide• Assisted customers with troubleshooting and resolving issues across multiple versions of the Micros Point of Sale (POS) software, Windows Server, Window Operating System (OS) and Mac OS• Analyzed error logs, system logs, and Windows Event Viewer as part of troubleshooting procedures• Examined network packet loss using Wireshark protocol analyzer software to identify problems within the Domain Name System (DNS)• Worked with SQL and Oracle databases to resolve issues requiring database manipulation• Wrote queries within SQL to determine issues with missing or incorrectly written fields • Provided remote support to customers utilizing Bomgar and WebEx software, or by providing step-by-step instructions over the phone• Compiled and analyzed data to determine root cause of customer system and network issues • Created written reports to capture and document problem resolution• Mentored and provided training support to other Help Desk Technical Support Team members• Consistently met Key Performance Indicator (KPI) goals in all areas (e.g. first hour resolution, first day resolution, ticket volume, accuracy of ticket resolution)

• Supported customers with various issues with Micros Point of Sale products• Resolved financial report variances for large corporations such as Marriott, Hyatt, and Harrah’s hotels• Resolved issues pertaining to IP conflicts over large networks• Took case escalations and resolved the issues in a timely manner.

• Set up new employee user accounts• Configured new office computer equipment• Completed software maintenance and upgrades• Completed ecological data entry