David Underhill Email & Phone Number

Morrisville, Nc

• Assist Tier 2 support via phone and email support• Troubleshoot, create, track, and escalate bug reports via Jira for application issues• Create steps to reproduce product bugs and issues, as well as workarounds for these issues• Provide API and Salesforce integration support via phone and email• Use database logging/reporting tools, like Splunk, SQL, Jaspersoft, and ChurnZero, to pull account logs and data to troubleshoot customer issues• Facilitate conference calls and screen shares with customers to assist Sales and Client Services with technical questions regarding API, Salesforce sync, and application capabilities• Create and update customer-facing help articles for the iContact application• Communicate with Tier 2 and Services when there are outages or known issues

Morrisville, Nc

• Tier 1 and tier 2 technical support for the iContact Email Marketing tool• Provide support through phone, live chat, email• Record Salesforce cases and follow-up on issues with customers from inception through resolution• Identify and resolve problems with the customer's HTML messages• Assist in training of new hires• Update customer-facing help articles

Cary, Nc

This position was created because a large portion of the company had no communication with the Programmers or Development team. I worked in this position at the same time I was working as a Network Operations Engineer.• Volunteered as the desktop/application support point of contact for multiple groups globally which were under my director’s chain of command.• Updated 250 people monthly on software updates through e-mail and newsletters.• Contacted multiple IT organizations within the company to find solutions for application issues.• Beta tested new applications and provided training to users. Most training was done in person but some was also performed via NetMeeting and WebEX software.• Handled weekly conference calls as part of User Acceptance Testing and developed User Experience changes. (Agile Method).• Helped to develop automation processes to improve customer updates.• Assisted in updating automation by finding patterns and recommending corrections.• Joined conference calls with Project Managers to give advise or find solutions for different projects.• Occasionally contacted for emergency issues that affected other organizations.• As an Administrator for the Verizon Business ticketing system, I was the contact for creating users and workgroups and also making configuration changes for groups that needed assistance.

Cary, Nc

Isolated and repaired Layer 1 and Layer 2 circuit issues. Coordinated dispatches, managed the repairs within other telecom companies, and escalated tickets on voice and optical circuits that were being handled by other departments.• Managed Verizon's largest financial customers by handling their DS0's, DS1's and DS3's. Also assisted in some Ethernet and SONUS issues. • Managed conference calls with customers and technicians.• Wrote instructional guides for uncommon issues and also a few application manuals.• Used SQL and Excel reports to isolate abnormal issues in the ticketing system.• This group was ISO 9000 certified.

Cary, Nc

Worked in the Data Repair Center to isolate and repair layer 1 issues on data circuits. This included coordinating dispatches with the local telco carriers and working with field technicians to test and repair outages to DS0's and DS1's.• Managed the entire board of 800-1000 tickets that were out to local carriers.• Assigned to handle large outages and confirm when the circuits restored. • Assisted new hires in learning the systems or helping to repair issues that needed special attention.• This group was ISO 9000 certified.

Rtp

Provided support to the Cisco employees from sales staff up to the Senior Vice Presidents in Europe, Africa, Russia, and the Middle East for over 50 Cisco applications and Salesforce.com. • Worked with IT to isolate and fix software errors and network outages. • Performed User Acceptance Testing for application upgrades.• We managed our own webpage and provided training via NetMeeting to customers.

Started off as an install technician in a Central Office turning up new data and voice lines.Later transferred to a data center to work as a Network Engineer to provide support for disaster recovery applications. • Beta tested new company software and provided training to the group on any new programs we were required to use.• Maintained our own UNIX machine and custom webpage.

Bs, Computer Science (Programming)

Pascal, dBase with SQL , COBOL, VAX/VMS, UNIX, Linux, Windows

Networking Certification

Novell Networking Certification C++ Programming

Programming Languages

Python, C#, SQL, UX Design

Human Computer Interaction (Hci) And Design

Online course of HCI and designing technologies