Dan Brooks Email and Phone Number
Results driven professional and avid community volunteer/first responder. at
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Integrated Wireless Technologies, LLC
Patchogue, NY, US
Dan Brooks's Location
Patchogue, New York, United States, United States
Dan Brooks's Contact Details
Dan Brooks work email
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Dan Brooks personal email
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About Dan Brooks
Highly driven professional with a passion for the voice of the customer (internal or external). Recognized as a strong leader who not only meets but exceeds both customer and organization expectations. Strong emphasis placed on understanding people and organizational needs.AREAS OF EXPERTISE: Customer Experience • Product Management • Leadership • Communication • Stress Management • Strategic Planning • ITIL • Team Collaboration • Business Acumen • Vendor Management • Pragmatic Marketing • Customer Success • Project Management • Incident/Problem Management
Dan Brooks Work Experience Details
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Integrated Wireless Technologies, LlcPatchogue, Ny, Us -
Account ExecutiveIntegrated Wireless Technologies, Llc Aug 2023 - PresentHolbrook, Ny, UsDevelop and maintain sales-based relationships primarily, but not limited to, Fire Departments, EMS Agencies and Governmental verticals throughout Suffolk County.
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Sr Problem ManagerBroadridge Feb 2023 - Oct 2024New York, New York, UsInvestigate problems post incident closure for client impacting incidents. Track, report and update problem investigations. Provide detailed analysis on incident casual factors either by technology, client or platform. Focus to reduce recurring incidents and proactively avoid future incidents. When needed, serve to augment incident management as an Incident Manager.This role works closely with IBM support, Broadridge technical support and the business lines/product to ensure problem investigations are thoroughly completed and actioned upon. -
Part-Time Per Diem Emergency Services DispatcherVillage Of Patchogue Jul 2022 - Feb 2024Patchogue, New York, UsPer diem dispatcher for the Village of Patchogue. Responsible for emergency dispatching for the Patchogue Fire Department, Patchogue Ambulance Company and the Village of Patchogue Public Safety. -
Customer Support ManagerAppriss Retail Dec 2021 - Feb 2023Irvine, Ca, UsManage a team of Support Analysts toward resolving incidents reported by customers and internal stakeholders as they occur. Define processes for optimizing team utilization for owning incident tickets and resolving them in a timely manner. Define JIRA (support platform) processes for increasing efficiency in management of incidents. Lead escalations and engage right teams for issue resolution. Manage communication with key internal and external stakeholders leading to high customer satisfaction. -
Product Owner - Inventory Management SystemCamp Systems International, Inc. May 2017 - Dec 2021Merrimack, Nh, Us• Prioritize and maintain a backlog of Jira stories and bugs for the Inventory Management System application using Agile• Perform sales demos and internal/external application training• Initiated a new onboarding program for new customers to ensure full product adoption• Increased application stability by earmarking sprints for the purpose of performance enhancements• Released new functionality to better serve our customer base while upgrading the system overall• Partner with Scrum Master, Tribe Lead and offshore development team to set priorities and scope of work• Improved internal and external customer documentation and release notes• Increased pre and post release testing scenarios and workflows• Serve as Level 2 application support prior to escalation to the development team• Increased communication bridge between developers and customers -
Manager Of Customer SupportCamp Systems International, Inc. Feb 2016 - Oct 2017Merrimack, Nh, Us• Recognized for increasing the Application Support Level 1 team’s ability to support the suite of CAMP applications• Increased the number of first call resolution tickets from 57% to 87%• Created valuable metrics on a regular basis to all levels of the company• Took ownership of the Incident Management process for production downtime and scheduled release updates• Improved communications with all product and project managers on key initiatives for all CAMP maintenance applications• Created communication workflows internally and with VIP customers on updates and downtime releases• Managed a staff of 5
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Customer Support EngineerCamp Systems International, Inc. Oct 2014 - Feb 2016Merrimack, Nh, Us• Responded to internal/external customer issues and requests by phone and email support to a global customer base of aviation professionals• Troubleshot issues prior to escalating to development teams• Create and maintain internal and external documentation using Confluence Knowledge Base• Provided webinars and training to a global customer base• Provide after-hours support and on-call duties• Entered bugs and story feature requests into JIRA for escalation to Scrum teams
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Help Desk AdministratorSt. Joseph'S College 2012 - 2014Brooklyn, Ny, Us• Established and maintained a new service desk ticketing system application using ITIL standards on time and budget• Met with stakeholders across the college to ensure the new service desk application met current and future needs • Improved infrastructure and application support by implementing new workflows in the service desk• Managed IT Help Desk staffed by 12 students and 1 employee• Maintained application server with regular Microsoft updates and FootPrints application patches• Managed social media presence for the IT Help Desk on Facebook and Twitter -
It Service Desk SupervisorMsc Industrial Supply 2011 - 2012Davidson, North Carolina, Us• Managed the Service Desk of 9 staff/1 remote responsible for internal customer IT issues with business urgency• Created daily metrics based on KPIs to report to management and improve team statistics• Produced an employee feedback process with regular team meetings and one on ones• Assisted in a Kaizen study to improve the ability to onboard new employees faster with more efficiency -
Us Service Desk-Incident And Problem ManagerRbc Capital Markets 2008 - 2011Toronto, Ontario, Ca• Improved the effectiveness of the US Service Desk support team by implementing ITIL standards• Owned Incident and Problem management for the US offices and Capital Markets trade floor• Created KPI metrics for US Head of Infrastructure and shared with other offices globally on health of IT systems• Improved communications with colleagues from offices located globally to ensure follow the sun support• Employed a Voice of the Customer process with US New York based business units• Implemented SLAs and OLAs• Major stakeholder in creating a Network Operations Center (NOC) to ensure• Major stakeholder in Business Continuity and Disaster Recovery plans and drills -
Customer Support Services Team LeadEmbry-Riddle Aeronautical University 2007 - 2008Daytona Beach, Florida, Us• Managed the Desktop Support team of 6 people serving the faculty and staff at the Daytona Beach and Worldwide campuses• Executed a plan to refresh desktop and laptop computers on a three-year plan working with vendors• Played a critical role in several projects such as Novell conversion to AD/Exchange and printer upgrades• Devised a plan to maintain PC and peripheral asset management and inventory• Served as project lead for implementing network copiers and printers to replace individual printers for faculty, staff and students to significantly reduce cost and improve security -
Desktop Support/Helpdesk SupervisorUniversity Of Florida 2004 - 2007Gainesville, Florida, Us• Provided leadership to the Desktop Support team for configuration and deployment for desktop PCs and applications• Served as a resource and backup to the Server Administration Team• Determined needs of customers and implement strategies to further business needs• Successfully deployed a Helpdesk program and process for the College of Education• Managed the IT Support for the President, General Council, Physical Plant, Associate Vice Presidents, and Health Center -
Research InternGe, Edgelab, University Of Connecticut Jan 2003 - May 2003Boston, Ma, Us• Internship with General Electric and Motorola working through the University of Connecticut’s research facility, edgelab at UConn's Stamford, CT campus• Served as the technical research analyst for a new system that would seamlessly transfer a phone call between a VoIP system and a wireless cellular phone network• Interviewed GE plant managers, IT managers, and business unit leaders to determine a good test model based on current cellular expenses to achieve a positive ROI -
Desktop Support/It ProcurementCorning Inc. 2000 - 2002Corning, New York, Us• Provided desktop support for office, manufacturing and lab PCs in a Fortune 100 research and development facility• Manufacturing facility support included 24x7 on-call support• Assumed duties of Procurement Specialist to purchase PCs, servers and peripherals for new manufacturing plants• Served in the Photonic Technologies and Sullivan Park areas• Served as the Vice Chair of the Sullivan Park Administrative & Technical Quality Improvement Team and led the Team Building Committee -
Abstractor / Title Searcher And Mortgage CloserBrooks Enterprises 1996 - 1999Performed title searches and mortgage closing for several clients. Traveled to County Clerk offices around Central and Southern Tier of New York searching against title searches to ensure that real estate closings and refinances can be legally completed. Worked closely with real estate attorney offices.
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Account ExecutiveMid State Communications 1995 - 1996Responsible for Motorola Two-Way radio sales for Central New York.
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VariousPenn-Can Road Materials, Inc. 1988 - 1996• Served as part time Plant Superintendent during summer months (1991-1992)• Dispatched road paving equipment/personnel to jobs in Central and Southern Tier of New York State for Town and County Highway Departments• Inventory control of asphalt storage tanks and coordination of workers with scheduled job sites• Worked closely with sales and Highway Superintendents• Ensured safety for asphalt storage and types of asphalt• Operated a roller and pug mill machines• Dealt primarily with emulsified asphalts and cold mix paving materials such as HFMS-2, HFRS-2, CMS-2 and CRS-2
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Retail SalespersonSaulsbury Fire Equipment Corporation 1990 - 1992
Dan Brooks Skills
Management
Itil
Active Directory
Aviation
Change Management
Team Leadership
Microsoft Office
Process Improvement
Customer Service
Public Speaking
Information Technology
Administration
Windows
Visio
Operations Management
Team Building
Sharepoint
Powerpoint
Business Analysis
Operating Systems
Incident Management
Mentoring
Problem Management
Project Planning
Outlook
Ms Project
Coaching
It Service Management
Excel
Product Management
Customer Relations
Budgeting
Project Management
Scrum
Agile Methodologies
Program Management
Strategic Planning
Jira
Microsoft Project
Problem Solving
Training
Strategic Thinking
Cross Functional Team Leadership
Servicenow
Zendesk
Product Strategy
Product Vision
Client Services
Client Relations
Relationship Building
Corporate Aircraft
General Aviation
Commercial Aviation
Airport Management
Flight Safety
Technical Support
Troubleshooting
Help Desk Support
Analysis
Private Pilot
Teamwork
Transportation
Contract Negotiation
Negotiation
Forecasting
Asphalt Paving
Dan Brooks Education Details
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Embry-Riddle Aeronautical UniversityManagement -
University Of ConnecticutGeneral Studies
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Corning Community CollegeNetwork Technology
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Cortland Jr Sr High School
Frequently Asked Questions about Dan Brooks
What company does Dan Brooks work for?
Dan Brooks works for Integrated Wireless Technologies, Llc
What is Dan Brooks's role at the current company?
Dan Brooks's current role is Results driven professional and avid community volunteer/first responder..
What is Dan Brooks's email address?
Dan Brooks's email address is br****@****ail.com
What is Dan Brooks's direct phone number?
Dan Brooks's direct phone number is +191727*****
What schools did Dan Brooks attend?
Dan Brooks attended Embry-Riddle Aeronautical University, University Of Connecticut, Corning Community College, Cortland Jr Sr High School.
What are some of Dan Brooks's interests?
Dan Brooks has interest in Boating, Weightlifting, Children, Aviation, Horses, Economic Empowerment, Warbirds, Politics, Education, Science And Technology.
What skills is Dan Brooks known for?
Dan Brooks has skills like Management, Itil, Active Directory, Aviation, Change Management, Team Leadership, Microsoft Office, Process Improvement, Customer Service, Public Speaking, Information Technology, Administration.
Who are Dan Brooks's colleagues?
Dan Brooks's colleagues are Joey Ramirez, Ariyanna Hall, Deborah Paganini, William Dungey, Deborah Paganini, Mary Poveromo, Douglas Nopper.
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