Daniel Cox Email & Phone Number

Dallas-Fort Worth Metroplex

DFW

• Directed a team of service desk analysts to ensure delivery of first and second-level technical support to both internal and external users at various sites. Formulated and enforced service desk policies, procedures.
• Revamped underperforming service desk to excel in meeting SLAs through enhancement of ticket resolution process and implementation of first-come, first-served approach, boosting response SLA to 98% and resolve SLA to.
• Instituted knowledge management system, leading to significant reductions in support tickets, empowering end users with self-service articles, and elevating service desk team's first call resolution rate to above 90%.
• Implemented feedback policy and introduced ticket survey system, effectively increasing end-user survey response rates from 1.1% to 2.6%, thereby enhancing service desk performance and user satisfaction.
• Established Major Incident Management (MIM) processes, enhancing inter-departmental coordination and user communication during outages, resulting in improved resolution times and user satisfaction.

Dallas/Fort Worth Area

• Led team responsible for supporting company staff both locally and remotely, overseeing customer support, incident management, training, scheduling, and performance review. Owned implementation and validation of new.
• Initiated cost-effective measures by reassessing hardware needs and reducing duplicates.
• Streamlined equipment offerings in collaboration with vendors, based on defined roles within company, thereby reducing hardware costs by 30% without compromising on company needs.
• Revitalized team dynamics by hiring and training new personnel, and fostering collaborative work cultures, resulting in improved inter-departmental collaboration, faster support for end users, and timely issue.

Irving, Texas

• Orchestrated establishment of new service desk for major cold storage and transportation company. Recruited and coached multiple agents to ensure seamless operations in 24/7 service desk setting. Drove customer service.
• Built knowledge base from ground up to aid employees in addressing issues with most up-to-date information available.
• Launched new service desk for key contract by assembling and screening hundreds of resumes, further conducting interviews and training programs to build competent team of service desk agents, thereby ensuring efficient.
• Developed and implemented call center tracking system within RingCentral, generating KPI reports to streamline agent scheduling, improve customer support, and optimize call handling efficiency.

Dallas-Fort Worth Metroplex

• Supervised a team providing 24/7 global first and second-level support for end-users. Developed a team for meeting/exceeding expectations through daily support and escalations. Monitored and escalated critical.
• Designed centralized, desktop-based tool to provide quick access to all supported software and services, leading to significant enhancements in efficiency of support agents and eliminating need for manual search or.
• Implemented 24/7, 365-day support schedule across all time zones, ensuring immediate and uninterrupted support for users globally and thereby achieving 100% year-round coverage.
• Established MIM process in collaboration with leadership, enhancing communication between support groups and end users during critical outages, resulting in proactive assistance and timely resolution of issues.

Irving, TX

• Supported 70 users within a Windows XP environment
• Troubleshooting issues ranging from Operating System to Proprietary Software. Both Remotely and Deskside
• VPN setup and troubleshooting

Dallas/Fort Worth Area

• Supported 26,000 users with a team of 20 desktop support agents within Windows 2000/XP Operating Systems.
• Troubleshooting, deployment and repair through both Remote Desktop and Desk side support
• Network and standalone printer troubleshooting.
• Work within Remedy ITSM.
• Configure, Troubleshoot, and repair MS Office including Outlook, Outlook Exchange, Word, Excel, etc.
• Work with proprietary software inside of Enterprise for remote installation of software and troubleshooting of same.

Arlington, TX

• PC/Desktop deployment new and replacement systems.
• Supports Windows 95, 98, 98SE, 2000, ME/XP Home & Professional Operating System
• Provides support for LAN/WAN related issues including WI/FI, TCP/IP, Ethernet and Modem Internet
• Streamlines and directs complex issues to appropriate resolution support group(s) as needed.
• Provides In-Home, On-Site, Carry-In and Phone support for desktop/notebook/network troubleshooting.
• Actively documents, prioritizes, maintains, and communicates all details pertaining to unresolved issues at hand and communicates back to customer.