Dan Horsfall Email & Phone Number

San Francisco Bay Area

San Francisco, California, United States

• In January of 2019 I moved in response to a business need, taking a role as a senior business analyst. In this role I focusing on project management and executing AV and IT projects that included:
• Project manage design, procurement and provisioning of a reusable, rapidly deployed IT environment for Atlassian Summit.
• Project managed designing and provisioning an IT environment for graduate hires for short term productivity using JAMF Pro
• Moving the company VC platform to Zoom and installation and testing of over 100 zoom rooms
• AV Redesign, upgrade and management of the global town hall live streaming platform

San Francisco, California, United States

• In 2015 I moved to San Francisco, taking on the team lead role. From an initial team of 3, I recruited and trained a team of 12, located across the US and Europe. I pushed improvements in process and customer service.
• Team Lead for US/EU IT team during a period of unprecedented growth.
• Responsible directly for recruitment, coaching, counseling, analysis of results, performance planning, and resolution of complex technical issues.
• Led the team responsible for establishing Atlassian’s global all-hands, from concept, stakeholder engagement, pilot, testing, and acceptance to managing weekly ongoing broadcasts, and managed the same technology stack.
• Built strong vendor relationships, leveraged these to achieve better efficiency for the team
• Effectively networked within the business to position the team as a thinking partner for problems, and create incredible bi-directional working relationships amongst all teams to improve collaboration and better.

Sydney, New South Wales, Australia

• I joined Atlassian as a Systems Administrator, the team had started to realize that it needed a more customer focused approach, and so created the "Workplace Technology" team. With a sound technical background, and.
• Created and implemented AtlasBID - a program to dispose of obsolete and redundant company assets securely and raise money for charity. (Over $750,000 raised globally as of Dec 2019)
• Built Atlassian’s employee onboarding program and continued to contribute to its development throughout my tenure with the company.
• Created Atlassian’s worldwide IT asset management system in Jira on a $5k budget and subsequently presented about this at Atlassian’s global Summit. This system is still used today.
• Consistently placed in the top 5 recipients of peer recognition ‘Kudos’ awards for excellence in customer service and for demonstrating exceptional levels of teamwork and mentoring.

Sydney, New South Wales, Australia

• As a Genius Admin at an Apple flagship store, I was responsible for escalated customer service issues related to technical support, as well as the operations and logistics behind repairs and customer support, driving.
• Coached and developed new staff members on technical repairs, servicing and fault diagnostic issues at Apple’s Genius Bar.
• Played a key role in working with the Store Manager to redefine the process of managing repairs, service and stock levels; successfully reduced the repair turnaround time from 4-6 weeks to less than 2 weeks which.
• Led a major push to hit “zero current repairs” resulting in a major increase in employee morale and team pride in meeting this achievement.
• Maintained awareness of complex networking, application and software requirements.
• Received numerous in-house awards of “Excellence in Customer Service” and peer recognition for demonstrating exceptional levels of teamwork and mentorship.

Caringbah South, New South Wales, Australia

• I was responsible for managing a small team of technicians, for providing technical support to customers in support of purchasing, planning and troubleshooting products. Key achievements include:
• Leading improvements to internal support & repair processes, focusing on delivering improved customer service, transparency and reliable results for every customer.
• Implimented technical and soft skills training to ensure accurate technical diagnostics were carried out
• Standardized policies and procedures to minimize repair times, and communication practices to ensure the best experience for customers.

Sydney, New South Wales, Australia

• As a Technical Support engineer on the JVC portfolio, my responsibilities were predominantly around solving computer, video camera and AV related queries through telephone-based support. Significant achievements included
• Rewriting the software product manual for a new product line, which was then rolled out nationally. This enabled customer service staff to solve technical issues at first point of contact without needing to escalate to.
• Built a solid foundation in AV hardware, including cameras, stereo equipment as well as the use of video editing software on Windows and Mac platforms.
• Onboarding, training and development of new technical staff across the JVC product range.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Master Of Business Administration - Mba, Business Administration, Management And Operations

Activities and Societies: Part time study. Focus / Electives in Human Resources.

Bachelors, Psychology