Dane Rada Email & Phone Number

Savannah, Ga, Us

Savannah, Ga

Rebuild/Manage/Lead our Service Desk into one that employs a Gold Standard of customer service by implementing policies, procedures, and an environment that foster technician growth, knowledge, and above and beyond style of service to the end-user community. Develop SLAs for our support model for KPI reporting and feedback.Schedule all Service Desk Specialist; schedule all on-call rotations; provide performance reviews; set 1-on-1 meetings with each SD Specialist; hire new and… Show more Rebuild/Manage/Lead our Service Desk into one that employs a Gold Standard of customer service by implementing policies, procedures, and an environment that foster technician growth, knowledge, and above and beyond style of service to the end-user community. Develop SLAs for our support model for KPI reporting and feedback.Schedule all Service Desk Specialist; schedule all on-call rotations; provide performance reviews; set 1-on-1 meetings with each SD Specialist; hire new and replacement SD Specialists.Routine interactions with Sr. Leadership to ensure customer service satisfaction as it relates to the Service Desk Specialists and the services offered and carried vision and guidance forward from Sr. Leadership concerning the Service Desk, customer service to our end-users, and end-user computing technology.Plan, develop, and initiate training plans for the end-user community concerning their everyday IT interactions as well as develop training plans for the Service Desk technicians.Implement Change Management based on ITIL, work with project managers and business analysts to ensure change management is being followed, stake holders are involved and IT is involved at the beginning of projects. Work with vendors to ensure we are being treated fairly and getting the best cost associated plans available to us as well as working with our vendors to plan for lifecycle initiatives for end-user hardware.Provide reporting to Senior Leadership concerning Service Desk metrics, end-user satisfaction concerning our support model, lend guidance on change management to all teams. Develop a cadence for knowledge sharing and status updates among my leadership and my staff. Responsible for process improvement in the area of end-user support that lends itself to the Service Desk, HR, Network, Security, and all of the business units consuming these services. Show less

Savannah, Georgia, United States

Serve as Manager/Lead for all things Client Services with a focus on managing the Desktop Engineering, Endpoint Protection, and Wireless Services engineering teams. Desktop Engineering has a focus on application scripting/packaging/deployment, InTune Solutions Engineering, and Tier III/IV support. Endpoint Protection has a focus on all things McAfee, Microsoft Defender, and security on the endpoint. Wireless Services has a focus on MDM engineering and support.My role is to supervise and… Show more Serve as Manager/Lead for all things Client Services with a focus on managing the Desktop Engineering, Endpoint Protection, and Wireless Services engineering teams. Desktop Engineering has a focus on application scripting/packaging/deployment, InTune Solutions Engineering, and Tier III/IV support. Endpoint Protection has a focus on all things McAfee, Microsoft Defender, and security on the endpoint. Wireless Services has a focus on MDM engineering and support.My role is to supervise and mentor the Team Leads in the above mentioned teams as well as provide direction and decision making when and where needed. I am offering process improvement where the need is identified as well.Acting as Deputy to the Client Services Front-End Director in all areas Client Services to include Service Desk management and scheduling, Desktop Support management in the areas of leadership to the Desktop Support Leads. I am involved in executive meetings updating the customer and the contracting prime. I also report on different metrics and KPI/SLAs in ServiceNow for Executive Leadership review.I handle all personnel issues, to include but not limited to, positive reinforcement with recommendations for awards and compensation, Performance Improvement Plans, training opportunities, and career growth.I ensure all efforts follow ITIL Change Management best practices suitable for the customer environment.I seek out process improvement areas and work with those areas to be more efficient, automate, and provide a better end-user experience wherever possible. In this effort, as with the efforts above, myself and other senior leadership on the FDIC side as well as the DMI side cooperate on these improvements for design and implementation across the enterprise.I work closely with the Team Leads in my area of responsibility as well as across the Enterprise to ensure the teams have everything they need to support the FDIC mission. Show less

Serve as the executive leader for the MDOT Data Center, MDOT Network Operations Center (NOC), and the Desktop and phone Support group at the MDOT headquarters.Supervise and mentor personnel to guarantee MDOT Data Center and desktop employees comply with MDOT policies and regulations. Lead personnel to develop and support daily policies of a mainframe data center, TSO desktop, and wide area network infrastructure. Liaise between Data Center customers and the MDOT technical staff to support… Show more Serve as the executive leader for the MDOT Data Center, MDOT Network Operations Center (NOC), and the Desktop and phone Support group at the MDOT headquarters.Supervise and mentor personnel to guarantee MDOT Data Center and desktop employees comply with MDOT policies and regulations. Lead personnel to develop and support daily policies of a mainframe data center, TSO desktop, and wide area network infrastructure. Liaise between Data Center customers and the MDOT technical staff to support and resolve customer concerns and requests.Design and implement network service and operations policies and procedures govern. Utilize available tools, including change management and industry best tools, and monitor performance throughout the MDOT enterprise network. Ensure all contract requirements and service level agreements comply with the overarching MDOT Network managed services contract mandates.Develop disaster recovery plans for the facility. Engage in disaster recovery tests and evaluations. Direct PIA and e-Discovery requests, and perform e-mail investigations. Contribute expertise for annual operating and capital budget development. Engage in discussions to support specifics budgetary requests.Lead enterprise-wide meetings, including the Change Advisory Board, the Network Operations Group, and the Transportation Business Unit (TBU) IT Director. Designated as the point of contact (POC) for senior management on all security-related incidents. Develop and implement performance standards for subordinates, set annual goals, and submit reports to senior management of the status of achieving the goals. Engage in strategic network and tactical operational planning.Generated a 40% savings in maintenance costs by switching to an enterprise agreement and a support strategy with the vendor.Attaining cost savings by proactively reviewing existing management tools to support enterprise activities and reduce redundancy. Show less

Supervised technical teams tasked to support automated network management systems, MDOT enterprise systems and services, and the NOC, which monitored the wide-area network (WAN)/local area network (LAN) on the MDOT network. Designated as the POC for all WAN/LAN incidents on the MDOT network.Oversaw compliance with service level agreements (SLA). Developed policies and procedures for IT infrastructure operating environments. Directed maintenance activities for the data center, networks, and… Show more Supervised technical teams tasked to support automated network management systems, MDOT enterprise systems and services, and the NOC, which monitored the wide-area network (WAN)/local area network (LAN) on the MDOT network. Designated as the POC for all WAN/LAN incidents on the MDOT network.Oversaw compliance with service level agreements (SLA). Developed policies and procedures for IT infrastructure operating environments. Directed maintenance activities for the data center, networks, and infrastructure. Tasked to guide the strategic capacity planning of the system and technology.Led a team to design and implement technology making the SHA mobile workforce friendly through mobile device management and virtual desktops. Organized and coordinated operation of the 24x7 NOC, Enterprise Systems, and Enterprise network. Promoted a service-oriented environment that targeted problem detection, prediction, and resolution.Evaluated configuration change requests that impacted the NOC or the MDOT enterprise. Supplied technical expertise to projects containing enterprise implications. Engaged in disaster recovery planning, disaster recovery tests, evaluations, and situations. Show less

Led the migration to a new Data Center through assessment to the Social Security Administration’s Baltimore Data Center. Utilized best practices for storage technologies, Wintel, and virtualization/consolidation to determine migration readiness. Created and managed strategies and timeline and migration recommendations.Performed daily administrative duties at the Transportation Business Unit (TBU) Lead at Maryland Transportation Authority (MdTA). Oversaw system backups, McAfee Encryption… Show more Led the migration to a new Data Center through assessment to the Social Security Administration’s Baltimore Data Center. Utilized best practices for storage technologies, Wintel, and virtualization/consolidation to determine migration readiness. Created and managed strategies and timeline and migration recommendations.Performed daily administrative duties at the Transportation Business Unit (TBU) Lead at Maryland Transportation Authority (MdTA). Oversaw system backups, McAfee Encryption, SAN fabric, Windows servers, and the VMware infrastructure. Led the VMware vSphere 4 upgrade and the file share restructure of a project.Guided a Data Center project to connect two new NetApp storage systems with HP Fabric switches to serve as primary and secondary storage for MdTA.Oversaw two HP Blade chassis with HP Blades to host vSphere 5 implementations. Show less