Justin Daggett Email and Phone Number

• Providing focused support to our Enterprise level Premium Customers• Providing guidance for best practices and performance optimization to highest-value customers, representing >$90M ARR in mission-critical deployments• Partnering with internal account teams and escalation teams to protect an average of $825K in paid support ARR/customer• Analyzed support case traffic across regions to identify hand-off inefficiencies costing ~$380K/yr

• Work passed and escalated cases to 100% resolution• Own and resolve all issues with a high sense of urgency and professionalism• Multitask in a high speed and high-volume environment of calls, emails, and chat• Consistently exceed work metrics and maintain a high customer approval rating

Specifically focused on Mobile devices and Back-end systems that support them, including VMWare WorkspaceONE, Windows AD and MDM intergration• Work with stakeholders to determine their business needs to transform them into IT System requirements.• Collaborated with Endpoint Engineers and App Devs to improve and maintain RightAnswers knowledge base.• Managed Tier 1 and Tier 2 Service Desk workflow and escalations, focusing on RCA and documenting resolutions.• Analyze day to day business processes and write system process specifications to be used.• Design and implement cost and work efficient procedures for daily operations.• Lead Technical Engineer for mobile projects, including updating work group devices to a shared model, saving $3 million a year in device support and overhead.

Manage a team to maintain workload expectations leveraging ITSM, MDM, and several triage tools. Responsible for overseeing large deployments of mobile devices, as well as improving process and procedure to maintain customer expectations.• Technical escalations for my team as necessary.• Meeting and enforcing SLA's for my team and those we work with.• Setting and meeting metric goals for individual team members• Providing efficiency suggestions

• Image new and used laptops and desktops with Windows 7, 8.1, or 10, and configure them for use on the enterprise network based on existing user application records• Use multiple ticketing systems to track, record, report, and analyze work• Install software remotely on desktops and laptops• Maintain, track, and report inventory for desktops, laptops, hard drives, RAM, hard drive docks, tool kits, etc.• DoD wipe user data from returned hard drives• Quality assurance for all outgoing configuration center work by other technicians• Create and maintain detailed entry-level, intermediate, and advanced documentation for all configuration center responsibilities

"Active Duty Military Service"• Designed post orders, introduced and enforced all procedures at division level.• Conducted wide scale reconnaissance and surveillance operations, and provided intelligence to team leads.• Collaborated with contractors, and service members to resolve specific site security issues including suspicious activity, and unauthorized surveillance of the site.• Assisted in the development and growth of new scouts within the company.• Completed one (1) combat deployment to Afghanistan totaling 12 months, and received Honorable Discharge from active duty.