Daniel Easter Email & Phone Number

Managed global team of IT technicians to provide Local Support, Help Desk, and Technical Operational services for ERGOS’ largest client with an end user count of over 2000 employees.Increased productivity and decreased SLAs by creating an IT governance model which contained new KPI’s that was agreed upon by both the company and the client. Established audits on day to day operations that lead to cost cutting with regular asset reporting, creation of a new computer deployment method that drastically reduced man hours, and software true ups to reduce licensing spend.

Houston, Texas Area

Initiates and develops relationships with current business units, as well as potential leads.Uses personally created CRM to document all customer news, and delivered it to other Frontica management board members. Manages/negotiates escalations with outsourced IT employees, as well as contracts with other external vendors for improved customer service.

Houston, Tx

Managed the day-to-day functions of technical operations, local support IT, and customer relationship management while working through a global shared services ITIL model. Focused Operations and Support with the KPI to achieve SLA throughout an entire year. Held regular customer meetings with upper management to appropriately forecast their needs. Travel required.Attended meetings with global management in order to relay important business unit information, develop company strategies, and evaluate performances. Created training opportunities for technical operations talent, while moving redundant activities to local support and service desk.Manage and audit Disaster Recovery functions for region business units.