Dan Snipes Email & Phone Number

IT Section Manager Provide direction and guidance of local IT support activities. Group’s duties included Help Desk related processes and procedures for recording, routing and resolving incidents. Provided local resource for Infrastructure support; servers, routers, switches, etc. IT support of office relocations(180 staff), including cable design, Audio.

• Senior Manager, IT Production Support Recruited to Manage the Enterprise Service Desk, group transitioned from 5x12 support model to 7x24x365 staffed model. Group’s responsibilities included:
• Tier 1 & 2 support of all Company IT products and services.
• Recording, monitoring and tracking all incidents: using ITIL best Practices in the areas of Incident, Problem and Change Management.
• Lead all Priority 1 Incidents, contacting and coordinating resolution efforts throughout; including timely management updates and notifications for stakeholders.Leading member of cross functional team to ensure.

• Manager, IT Support Services Managed Services Support staff Group’s responsibilities included:
• PC Support: Procurement, Configuration, Imaging, setup and delivery of company computers.
• Implementation of security policies, maintaining Active Directory and Exchange user profiles.
• Internal/External Website; support, design, content management and functionality.
• Tier III escalation support for company helpdesk, vendor contact and IT liaison for Client IT departments.Responsible for Major Incident management: Impact Notifications, After Actions, Post Mortem and Final System.

• Manager Help DeskRecruited to turnaround an existing Help Desk for this global organization with more than 1200 users in 60 remote locations. Hire, train, develop and lead a technical team. Manage capital and operating.
• Computer configuration, imaging and setup.
• Implemented company’s security polices (Active Directory,Exchange and user access to file shares).
• Supported 350+ Blackberry devices, including setup, configuration, and management of Blackberry Enterprise Server.
• Preformed phone switch administration: call routing & ACD configurations.
• Point of contact during SOX Audits, created and maintained related documentation.

Senior level engineer, responsibilities included implementation and support for internal use of PeopleSoft/JDEdwards products (applications, tools and support hardware). Responsible for version control of software updates and upgrades as it moves though development, testing and production cycles

• Management role for a desktop support group (24 technicians) spread across a campus environment.
• Annual capital and operational budgets; including variance reporting.
• Develop and maintain “Best Practices” operating procedures and policies.
• Group closed an average of 1200 problem calls and 30 projects each month.
• Excellent presentation skills: Monthly senior management team and New Employee Orientation.
• Projects: TCP/IP Ethernet conversion of Denver Campus, Rollout of Microsoft OS upgrade, and Implementation of Siebel globally.