Dan Brooks Email & Phone Number

Patchogue, NY, US

Holbrook, NY, US

Develop and maintain sales-based relationships primarily, but not limited to, Fire Departments, EMS Agencies and Governmental verticals throughout Suffolk County.

New York, New York, US

Investigate 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.

Patchogue, New York, US

Per 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.

Irvine, CA, US

Manage 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.

Merrimack, 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

Merrimack, 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

Merrimack, 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

Brooklyn, 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

Davidson, 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

Toronto, 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

Daytona 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

Gainesville, 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

Boston, 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

Corning, 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

Performed 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.

Responsible for Motorola Two-Way radio sales for Central New York.

• 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

Master Of Management, Management

Bachelor, General Studies

Aas, Network Technology

Education record