David Eason Email & Phone Number

Dallas, Texas, US

• Support configuration issues and changes for Aspira One, an Amazon-hosted multi-tenant system which supports a comprehensive camping reservation system for camping as well and hunt and fishing licenses
• Research solutions based on web and database configuration and Aspira One UI, comparing previous solutions and other contracts
• Write SQL and web file changes to satisfy client requests and resolve issues
• Fulfill requests by creating tickets for Oracle SQL database updates, web or configuration file changes, providing the needed SQL scripts, files, and change plans to appropriate teams
• Deploy emergency production changes in case the appropriate team was unavailable
• Push web server file changes using git

Tampa, FL, US

Contract-to-hire position for AspiraSimilar work to my Application Engineer II role at Aspira.

Fort Lauderdale, FL, US

• Administered servers for multiple environments (PROD, DEV, QA, etc.) of CGI ARM and ABB Service Suite. ARM allows Piedmont Natural Gas (PNG) to manage natural gas assets and create compliance work. Service Suite allows.
• Configured and troubleshot Citrix Studio, including requesting correct delivery groups, adding applications according to application category (folder), and ending stuck sessions
• Contributed to investigation of root cause in the case of service disruption events
• Created CRQs along with implementation and backout plans and represent them on CIRB
• Facilitated meetings with other teams and vendors
• Inserted records into a table in Microsoft SQL Server junction table to associate Beacon users with operations centers

Charlotte, NC, US

• Assisted with manager escalations
• Supported troubleshooting of Financial Advisors and Financial Solutions Advisors (Wealth Management Workstation (WMW+) and FSA containers), as well as home mortgage team with applications such as iOriginate
• Supported Active Directory, OU and group policy troubleshooting including network file share access
• Second level for Microsoft Office support, resolved Microsoft Excel and Access Database problems for customers and team members.
• Organized and presented new supported technology to support analysts
• Performed Incident Controller duties such as troubleshooting old and misrouted tickets and researching and reassigning to correct support teams for applications not documented in the knowledge base

Charlotte, NC, US

• Created Microsoft Excel VBA code to read daily reports and generate new reports that identified call trends based on date, day of week, half hour interval, and month
• Deployed hotfixes and authorized applications using Tivoli, SMTools, analysis of deployment logs, restarting deployments on both client and server side
• Wrote support articles and maintained in internal knowledge base

Charlotte, NC, US

• Produced team reports for GCIB Support Desk Management using Excel VBA
• Coordinated with Command Centers and other helpdesks to communicate systemwide (Sev 1) issues
• Communicated with multiple teams to resolve both ordinary and time sensitive user issues
• Supported users in connecting via Mobile Access Services (VPN)

Zurich, Zurich, CH

Validated mortgages from all Bank of America sales channels for pricing and guidelines met, taking into account risk adjustments, off sheet quotes, and exception pricing for loans outside of guidelines

Charlotte, North Carolina, US

• Resolved client PC issues
• Freely shared technical expertise and concerns beneficial within the team
• Demonstrated willingness to take on tasks as soon as I became aware of them

Miami, FL, US

Assisted 80-100 customers per day as the first point of contact for drivers of vehicles equipped with General Motors OnStar systems

Buffalo, New York, US

• Assisted phone customers with custom Outlook forms, including import issues resolved by Visual Basic for Applications (VBA) and trust issues resolved by publishing forms correctly
• Earned consistently high Engineer Satisfaction and Overall Satisfaction ratings from customers, as well as Volt’s WAY award for Positive Customer Feedback. Collaborated with other support teams to resolve support.
• Revised Microsoft Knowledge Base articles as well as internal Solution Objects, in light of support incidents. Resolved phone and e-mail support cases as Microsoft support representative to their Premier, Professional.
• Reproduced and found resources for bugs in Outlook Express, Outlook 2000, and Outlook 2002 and presented workarounds to customers when available
• Supported Office Custom Installation Wizard and Windows Installer in regard to custom deployments of Microsoft Outlook. Supported end users in Personal Escalation customers, and IT departments of Premier and.
• Used telnet, mdbvu32, and CDO to resolve Outlook issues

New York, NY, US

• Internal Windows 95 and Windows 2000 TCP/IP client settings. Internal IBM Global Dialer support.
• Reset passwords including those which were smartcard based. Internal Telnet 3270 internal applications support. Print queue management.
• Solved issues as IBM callback support representative for commercial warranty and maintenance agreement customers of all sizes in a busy helpdesk environment
• Guided helpdesk personnel and commercial end users through repairs over the phone
• Walked end users through CMOS settings, operating system settings, and hardware replacement
• Remotely supported PS/2’s, ValuePoints, 300GL’s, 300PL’s, and Intellistations running DOS, OS/2, Windows 95, Windows 98, and Windows NT 4

Miami, Florida, US

• Performed warranty and non-warranty repairs
• Assisted customers with technical advice