Daniel Conley Email & Phone Number

Englewood, Oh

MARSYS provides global organizations with IT-services focused on enabling, improving and delivering business performance. MARSYS' best practices in IT business processes and dedicated, professional staff provide a granular approach to IT diagnosing, delivering, and supporting global business goals.Responsible for all Operations & Customer Service within my business unit - including managed services for major customersDecision maker for all IT related business unit… Show more MARSYS provides global organizations with IT-services focused on enabling, improving and delivering business performance. MARSYS' best practices in IT business processes and dedicated, professional staff provide a granular approach to IT diagnosing, delivering, and supporting global business goals.Responsible for all Operations & Customer Service within my business unit - including managed services for major customersDecision maker for all IT related business unit decisionsAdministered Salesforce CRM for entire business unit - Responsible for all Salesforce integrationLed team to complete move from physical data center to an e-cloud environment (Terremark) of over 150 servers - both Linux and Windows basedManaged remote employees in other statesCreated weekly trend reports for operations statisticsWorked with GM/VP weekly for customer satisfactionDeveloped custom reports via Salesforce CRMDirected 24 x 7 Customer Service and Operations schedulingMaintained all HR related records for the business unit Show less

EasyLink Services is a Global provider of Outsourced business process automation services that enable small, medium and large enterprises worldwide to improve productivity and competitiveness by transforming manual, paper-intense business processes into efficient electronic business processes.Managed a team of approximately 40 customer service personnel and 10 Tier II level engineers. All team members were responsible for the satisfaction of hundreds of the Fortune 500 companies such… Show more EasyLink Services is a Global provider of Outsourced business process automation services that enable small, medium and large enterprises worldwide to improve productivity and competitiveness by transforming manual, paper-intense business processes into efficient electronic business processes.Managed a team of approximately 40 customer service personnel and 10 Tier II level engineers. All team members were responsible for the satisfaction of hundreds of the Fortune 500 companies such as JPMC, UPS & CitibankResponsible for hiring, motivating and maintaining this team for all aspects of customer serviceLowered head count without sacrificing quality or customer satisfaction, resulting in significant cost reductionManaged remote employees in three locations and was responsible for the entire Dayton locationConducted all annual reviews for each individual within the departmentsResponsible for yearly budgets for the two departments totaling approximately $2.1 - $2.5 million annually Performed reports to constantly improve our production and cost structureMaintained the trouble ticket flow for the entire company of over 300 individualsLead the Emergency Response Team which was responsible for all severity 1 or 2 outages, 24 x 7 Created reports for executive management to reviewMember of the EasyLink Security Management TeamMember of all product line service teamsMember of the Billing Process Improvement Team Show less

Managed a team of up to 15 Tier II level engineersLed the team to integrate multiple new applications into our support structureTeam responsible for all escalated issues from customer serviceHandled minor code developmentReported weekly statistics to the VP, OperationsRemedy ticketing system coordinator for the Systems team