Dan Sweeney Email & Phone Number

New York, Ny, Us

Chantilly, Virginia, United States

-Typical duties primarily include monitoring, responding to, and resolving Sev-1Critical SLA tickets for network or device outages for a large number of internationalenterprise and commercial clients, as well as domestic government organizations.-Providing after hours (4p-12a swing shift) helpdesk support via phone and ticketingsystems and escalating to internal or external teams as needed.-Additionally handling overflow of less critical tickets such as nonessential devicealerts, account/password management, security alerts, phishing and spoofing, andother general monitoring alerts-Frequently communicating cross-departmentally to either assist or update onongoing issues, as well as externally with vendors and service providers to ensurededicated support to the client.-Assisting and supporting other direct team members in ticket investigation, SOPs,live call transfers, reminders and notifications, training, and generally keeping on topof current active issues within our scope

-Tier 1 Helpdesk duties, including user account management, hardware imaging and troubleshooting, printer management, group software deployment, and other such lower-level support tickets.-Worked closely with Helpdesk Lead and IT Operations Manager to help polish and finish some particular departmental projects (i.e. print vendor cataloguing, cloud-based phone system migration, synergizing industry-related equipment with current IT systems and security)

•Organized varying types of service tickets and assigned them to different groups of technicians based on availability and workload schedule•Trained new hires to the intake department to ensure proper productivity •Continued with Intake Associate duties as mentioned below

Howell, New Jersey, United States

First-in-line customer support for Tech-Keys, interacted with customers via email and phone for support issues while providing fast and friendly service•Quickly understood the ow of the department as well as created new work ows for increased ef ciencyRegularly volunteered to travel to client sites for on-site projects & scoping for onboarding.

Overseeing the Information Specialist team, including assigning duties, tracking performance and attendance, as well as quality controlling and maintaining the team’s data entry responsibilities.Responsible for detecting issues related to the company’s proprietary applications and collaborating with science and technology-based employees to resolve them.

Working closely with Lumina’s analysts and science team on the company’s proprietary applications.Day to day activities include data entry, quality control, and progress updates. Working with a team of ten others collaboratively to achieve company goals.

Pine Brook, Nj

• Created and maintained a Drug Product Deficiency Log database on Microsoft Sharepoint• Maintained several Excel documents including Correspondence Logs (FDA/Alvogen) and Product Change Control Logs, both logging data and organizing digital copies of related files• Helped with organizing the Regulatory Affair’s department network drive• Learning FDA guidances and regulations, Assisting in reviewing and optimizing usability of RA change controls & FDA letters and deficiencies related to accepted or pending ANDA/NDA applications*June 2016 - August 2016, January 2017 - February 2017