Dan Diaz Email & Phone Number

Nashville, Tennessee, United States

Chicago, Illinois, United States

Develop and manage IT projects from beginning to end, including project scope, timeline, hardware procurement, resource allocation, and project execution coordinating remote work closely with field teams.Provide project management and direction to ensure the project team has a clear understanding of timelines, risks, escalation path and roles/responsibilities they will undertake within the project team.Act as an escalation point for the project team and project stakeholders to manage risks, develop mitigation plans and path to green throughout the project.Own updates and knowledge documentation regarding hardware and equipment standards to ensure appropriate hardware standards are met and the correct equipment procured.Proactively manage change control and communicate impact in project scope, identify issues, and devising contingency plans.Identify and manage project dependencies and critical paths and with maintaining accurate project plans with real-time milestone, task and project health data for all projects in the PPM tool.Provide frequent on-site monitoring and enforcement of installation schedules and vendor quality, inspect prospective and completed facilities in accordance with corporate standards and procedures, and ensure proper follow-up.Facilitate formal turn-over with onsite team, support partners and monitor deliverables until agreed upon launch/project milestone is achieved.Update and develop documentation on processes that are critical to successfully implementing projects.Identify opportunities to streamline deployments, share best practices with peers and leaders and implement continuous improvement actions on a regular basis.

United States

Oversee developing and implementing applications and support services platforms. Direct the planning and deploying of enterprise applications in support of business operations to improve cost effectiveness, enhance usability, service quality, sales and operations. Administer IT customer support, IT technology services, applications services and Field Engineers. Direct reports encompass 18 Engineers and Analysts in 15 campus locations with 4700 employees and 5000 residents.Minimize IT employee turnover from 30% to under 5%.Orchestrate all recruiting, hiring, onboarding, performance reviews, remediation and termination.Ensure impeccable customer service by raising Support satisfaction from 81% to 98% over 2 years.Engineer strategies to reduce expenses, modernize operations, and revamp procedures to improve institution operations including ancillary charges.Manage and spur project teams to promote collaboration and keep members on-task and productive.

Led and mentored the Central Office Help Desk and the Campus Field Support Engineers.Managed 18 direct reports. Synchronized the day-to-day technical operations of the Corporate Office Help Desk and the technology components in all campuses. Facilitated Help Desk operations and staff to generate stellar support to system end users.Environment spanned 4700 employees and 5000 residents.Identified, recruited and developed nationwide implementation of Field Support Engineers.Anchored the technology, contracts, and metrics of all 15 campus locations.Fostered national cybersecurity program and slashed our risk score from 21% to 1.7%

Northbrook

First point-of-contact for comprehensive IT service and support of PC desktops, laptops, printers, and application software.Shaped and bolstered IP based security systems, telephony, time keeping, networking, inter- networking devices, AV, and all other technologies.Guided the Northbrook location consisting of 300 employees and 500 residents.Developed a successful Field Support Engineer model, applicable across the industry.First employee to assist both residents and staff which launched ideology of Ancillary charges.

Skokie, Illinois

Spearheaded tier 1 technology for 15 campus locations by assisting via remote phone support and video conferencing. Environment embraced 4700 employees and 5000 residents.Designated for the Disney Institute Customer employee development group, developing customer service standards and culture program still extant.

Provide technical support to users in an efficient and accurate manner. Tier 1 support solving basic technical problems and provide support for all assigned areas and contracts which included (Children’s Memorial Hospital, Bluecross Blueshield, FNF Service Link, Alden Healthcare, Donor Ad Agency)

Provide technical support for BidPal devices. Aid registration volunteers by staging devices, updating firmware, updating IOS software, troubleshooting equipment.

Provide technical support for all medical simulation operations, including preparation, maintenance and repair of patient simulators (software and hardware) and related multimedia peripherals as well as software programming of scenarios

Trained to assess a patient's condition, and to perform such emergency medical procedures as are needed to maintain a patent airway with adequate breathing and cardiovascular circulation until the patient can be transferred to an appropriate destination for advanced medical care.

Bachelor Of Science (B.S.), Information Technology, 4.0

Associate Of Science (As), Fire Science & Emergency Medical Services, 3.3