Danny C. Email & Phone Number

Mead, CO, US

Boulder, Colorado

• Management of the desktop support staff at multiple company sites in the manufacturing and agricultural industries. Responsible for successful Help Desk representation for the coordination of work processes and.
• Review and monitor key performance indicators and metrics, leveraging domain knowledge, experience, and strong operations and analytics skills to inform decision-making and identify opportunities for process.
• Apply knowledge-centered service best practices to create and maintain documentation in a knowledge base. Established an efficient knowledge management system, enhancing productivity and service delivery by.
• Developed and implemented IT hardware lifecycle management processes, establishing standards for hardware procurement, deployment, maintenance, and disposal to optimize asset utilization and support business objectives.
• Led the implementation of a new IT Service Management (ITSM) application, enhancing the department's ability to efficiently track and manage tickets, change records, release records, and project records, resulting in.

Boulder, Colorado

• Managed IT Help Desk operations in higher education, ensuring prompt resolution of technical issues for students, faculty, and staff. Implemented efficient support processes and collaborated with departments to.
• Managed a team of help desk technicians, ensuring quality customer support through coaching, training, and effective problem-solving. Achieved improved team performance and customer satisfaction by meeting goals and.
• Collaborated with IT teams to implement changes smoothly and minimize disruptions. Managed the change enablement practice, including evaluation, prioritization, and scheduling of changes. Fostered a collaborative.
• Generated reports and analyzed data to identify trends and areas for improvement. Utilized analytical tools to extract insights and communicated findings to drive informed decision-making, contributing to enhanced.

Boulder, CO

• Led an IT Help Desk team in higher education, delivering timely technical support to students, faculty, and staff. Implemented streamlined procedures, fostering a collaborative environment to enhance user satisfaction.
• Attended cross-functional meetings, providing input, and fostering collaboration. Utilized relationship-building skills to enhance communication across levels, improving decision-making.
• Managed escalation process, ensuring timely routing of incidents. Employed effective communication and problem-solving to enhance resolution times and customer satisfaction.
• Nominated for Help Desk Institute Western Region Analyst of the Year (2014), demonstrating exceptional performance. Recognized for outstanding customer support and technical expertise contributions.

Boulder, Colorado, United States

• Creating and editing content for the university’s IT website. Utilizing Drupal specifically.
• Usage of multi-media tools on macOS and PC. Software testing and technical writing.

University Of Colorado Boulder

• Providing over the phone, email, and in person customer service in application support for an array of university technologies.

• Responsible for calling constituents of the institution, providing institutional updates, stewarding fundraising efforts and updating contact information.

• Sales associate with emphasis on educating customers on various technologies and products.
• Responsible for departmental upkeep and learning about new products in order to provide superior customer service and help customers find the best product for their needs.

Maintenance and management of departmental audio visual hardware for the CU Boulder School of Education.Installation of departmental hardware for faculty members as well as training on technology.