Daniel Faro Email & Phone Number

Irvine, CA, US

Beaverton, Oregon, US

• Responsible for Infrastructure and Operations process improvements on SaaS cloud computing software ServiceNow for IT Service Management. This includes focusing on the IT Service Desk/Tier Structure, infrastructure.
• Project management
• Requirement gathering
• Business Analysis
• System analysis and testing
• Process activities

Aliso Viejo, CA, US

• Key Responsibilities:
• Project management, business analysis, knowledge management, and enhancement of IT Service Desk operational processes, including metrics/reporting/tracking SLAs.Selected Accomplishments:
• Developed foundational standards and authorization requirements for the ServiceNow Knowledge Base for IT and other Business Groups.
• Created IT Service Delivery reporting focused on overall metrics and SLA requirements for Senior and Executive Management.
• Maintained monthly dashboards using ServiceNow and Excel (formulas and pivots), and created PowerPoint presentations for all management levels.
• Implemented the Service Portal interface to enhance the end-user service request experience.

Irvine, California, US

• Key Responsibilities:
• Managed the External Provider Program and Sales Lead Referral Bonus Program.
• Core duties included project management activities, back-office operational support, implementing internal business operations policies and procedures, developing work order contracts, on-boarding/off-boarding.
• Developed 75% of the Authorization for Work and Amendment artifacts for global work orders.
• Managed the onboarding/offboarding process for new employees and contractors using ServiceNow and Salesforce.
• Created and managed monthly dashboard report presentations for all levels of management, including Senior and Executive Management.

Irvine, CA, US

• Synchronized efforts of three major initiatives involving multiple employees, groups, and organizations, while interfacing with internal and external employees and all levels of management to develop software solutions.
• Successfully led three major projects focused on improving the employee onboarding process, enterprise system software changes, and global security account consolidations.
• Successfully collaborated with multiple cross-functional and global team members, including those residing offshore.

New Braunfels, Texas, US

• Selected Accomplishments:
• Completed Business Analysis Certificate program
• Advanced Microsoft Office Application training
• Microsoft Office Specialist (MOS) Certification Excel
• Microsoft Office Specialist (MOS) Certifcation Access
• Querying Microsoft SQL Server

Rosemead, CA, US

• Key Responsibilities:
• Managed project management documentation including process flows, escalation procedures, support, and technical documentation.
• Developed implementation plans for major enterprise system-wide software implementations. Oversaw the implementation of incident queues, master data, analysis reports, and analyzed problem management data for root.
• Integrated work across multiple areas, developed services to enhance satisfaction and productivity.
• Presented process improvement recommendations to all levels of management, including Senior and Executive management.Selected Accomplishments:
• Developed infrastructure governance and mapping foundation for service desk and tier support content.

Rosemead, CA, US

• Managed the implementation and deployment of new software and technologies to the IT Service Desk, while also mentoring Service Desk support staff.Selected Accomplishments:
• Led an IT Service Desk team of 20 representatives, supporting hardware and software assets, system access and rights, and remote clients’ equipment.
• Trained new hires on supported software, hardware, and service desk support processes and tools, including HP Service Manager, Active Directory, Tivoli remote control, and Citrix virtual applications.

Rosemead, CA, US

• Responsible for all changes affecting Service Operations and managing production schedules for several enterprise applications.Selected Accomplishments:
• Managed over 95 CA7 production processing schedules for Material Management, Corporate Accounting, Corporate Payroll, and Nuclear Generating Station applications.
• Acted as a subject matter expert representing Computing Operations for new work, process controls, schedules, and training.

Some College, General Education

General Education, General Education