David Ward Email & Phone Number

Remote

I lead the Upgrades and Support teams at Shamrock Solutions. There is nothing I cannot do, only things I have not done yet.I ensure my team has all of the tools necessary to enable them to be successful. When no one else knows how to fix a technical issue, I am the last line of support, no matter the software or hardware.When a customer needs something done with an electronic document, if that's an Invoice, Transcript, or highly confidential government document, I know how to do… Show more I lead the Upgrades and Support teams at Shamrock Solutions. There is nothing I cannot do, only things I have not done yet.I ensure my team has all of the tools necessary to enable them to be successful. When no one else knows how to fix a technical issue, I am the last line of support, no matter the software or hardware.When a customer needs something done with an electronic document, if that's an Invoice, Transcript, or highly confidential government document, I know how to do that, no matter what "that" is. I am incredibly fast and thorough.I treat everyone as an individual with individual needs. I listen, understand, assess, plan, and execute. I am not scared of 80 hour weeks and have a proven track record of excellence.I dare mighty things. Show less

As a Middleware Administrator for the Application Development and Management Systems department of the Federal Reserve Bank of Kansas City, I began as a Systems Administrator for ImageNow, managing an upgrade/expansion from a system of 3 Servers (One for Dev/QA/Prod) to 9 servers, splitting the web and heavy lifting agents off of the main application server for ImageNow in each environment. Once this task was complete my duties involved maintaining these servers, while acting as the point of… Show more As a Middleware Administrator for the Application Development and Management Systems department of the Federal Reserve Bank of Kansas City, I began as a Systems Administrator for ImageNow, managing an upgrade/expansion from a system of 3 Servers (One for Dev/QA/Prod) to 9 servers, splitting the web and heavy lifting agents off of the main application server for ImageNow in each environment. Once this task was complete my duties involved maintaining these servers, while acting as the point of contact for all tasks that require access to the servers, and/or changes and enhancements to the server software, as well as ticket and document management with regards to the servers, software, and the proper procedures surrounding them. I quickly became involved with PeopleSoft, HP QC (ALM), SiteScope, and many more applications, and have since trained on taking over or sharing administration of these systems and their servers. I also gained a reputation for Documentation skills by creating a Wiki page that encompassed the entirety of the realm of ImageNow, standardizing the design of the documentation for all of our future documentation. Show less

As the Administrator for ImageNow at GSA, I was required to keep a constant eye on email support requests and fulfill them in a timely manner, as well as helping with design and implementation of new workflow processes and new members. I was also tasked with maintaining and improving the ImageNow and Kofax servers. This position required HSPD-12 clearance, which I acquired and is valid through 2018.

As a Product Support Specialist we are required to mentor several rotating engineers, oversee their job roles and training, as well as guiding them through their career. We take the responsibilities of the Team Leads in their absence, as well as managing our own inbound calls, chats, and emails on both the Specialist as well as the Expert level (T3). On-call duties are included with this position.

Cebu The Philippines

Trainer/OtherApril 2012 - July 2012 Perceptive Software Inc | Cebu Computer/IT ServicesTraveled to the Philippines, assisted with standing up a new team, training, and proficiency testing of the coordinators, engineers, and team leads.I was asked by my company to travel to the Philippines to assist with standing up a new team. I spent over 2 months there, training, proficiency testing all levels of staff, as well as testing equipment, and being the conduit for our… Show more Trainer/OtherApril 2012 - July 2012 Perceptive Software Inc | Cebu Computer/IT ServicesTraveled to the Philippines, assisted with standing up a new team, training, and proficiency testing of the coordinators, engineers, and team leads.I was asked by my company to travel to the Philippines to assist with standing up a new team. I spent over 2 months there, training, proficiency testing all levels of staff, as well as testing equipment, and being the conduit for our team in the US. All engineers, coordinators, and team leads needed to be self-sufficient before we left. I have received letters of recommendation from the manager in charge of these operations for my outstanding performance there.Other duties included:• Helping customers and new hire engineers with design and implementation of ImageNow Solutions, including workflow processes, database installation, and best practices.• Setting up knowledge sharing sessions, to get the teams shared knowledge at a baseline across the entire team, as well as to teach them to work together well in a team-based environment.• Daily review of the engineer’s cases, to reform documentation, and coach on technical training points.• Preparation and testing of engineers, to ensure proficiency and self-reliance in their new roles as engineers for ImageNow’s product suite. Show less

As a Product Support Engineer we were the front line of support for all Perceptive Software customers to assist in troubleshooting their ECM solutions or answer their questions with regards to our product (ImageNow). This job role included taking cases from email, web, chat, and the phones. Typical cases include assistance with troubleshooting, installation, configuration, and day to day Administration tasks and questions involving the entire BPM and ECM Software Suite, ImageNow. Other tasks… Show more As a Product Support Engineer we were the front line of support for all Perceptive Software customers to assist in troubleshooting their ECM solutions or answer their questions with regards to our product (ImageNow). This job role included taking cases from email, web, chat, and the phones. Typical cases include assistance with troubleshooting, installation, configuration, and day to day Administration tasks and questions involving the entire BPM and ECM Software Suite, ImageNow. Other tasks include working closely with all other departments to ensure excellent customer service, and having a deep product knowledge so that call transfers can be avoided as much as possible. We maintained a 97% CSAT score during my entire time as an engineer. Other duties included submitting and maintaining a knowledgebase repository on all of ImageNow’s product suite. Show less

My team handles remote technical support by phone for all of the H&R Block companies/franchises around the world. This vital role involves troubleshooting hardware and software issues, as well as any other issue that they need assistance in resolving.My official position in the team is "Remote Support - Technical Lead." My responsibilities in this position include but are not limited to assisting those around me in answering questions and monitoring call waiting times, as… Show more My team handles remote technical support by phone for all of the H&R Block companies/franchises around the world. This vital role involves troubleshooting hardware and software issues, as well as any other issue that they need assistance in resolving.My official position in the team is "Remote Support - Technical Lead." My responsibilities in this position include but are not limited to assisting those around me in answering questions and monitoring call waiting times, as well as micromanaging the team. We are the managers' assistants, as well as the go-to guys. When something breaks and they don't know how to fix it, they come to me. Show less

Developed Automation in C# for our Tax Preparation Software.Handled Quality Assurance for the post-development of the Automation software.

Guarded several different postsMonitored surveillance monitorsWeighed in trucksControlled the employee/guest sign in and outControlled the phone system

# Built any computer system order that came in, researching the best options for the customer#Repaired any system that was brought in for service# Managed cash flow# Handled any other function necessary in a sole proprietorship with one employee

RetailWorked in over 10 departments, was very flexible and fast learning. I was complimented over and over for my hard-working attitude. # Handled sales transactions# Inventory Management# Built outdoor equipment# Responsible for maintenance of departmental safety and order