Daniel Houde Email & Phone Number

Boston, Ma, Us

Oversaw the management, architecture, and support of the operations of the organization's omni-channel customer experience technologies globally.• Design, implement and deliver NICE CXone IVR, ACD, chat, email, and analytics software with the goal of continuous improvement of the company’s customer relationship management strategy.• Lead supervisors, SMEs, and other stakeholders through implementations, integrations, onboarding and other technical projects.• Serve as the point of contact for maintenance, troubleshooting, reporting and training.• Own, drive, and manage all projects and resources associated with customer experience technology.• Collaborate with internal stakeholders to build solutions in those systems that support new business requirements and process improvements.• Work closely with technology resources, supporting software that serves as the backend for public webpages, CRM integrations, networking, and analytics.• Strategize, develop, present, and execute system budget.• Organize and maintain vendor relationships.

Concord, Nh

• Develops operating system and maintenance procedures, server deployment and network procedures, and security best practice and procedures.• Maintains the security and integrity for NHRS’ infrastructure which includes securing 35+ Windows and Linux servers, Cisco network hardware, Cisco phone system, software and hardware, facilities and protecting the organization’s information. • Manages the technical aspect of IT systems, including LAN, WAN, BCP and Discovery Recovery technologies, and telephone system.• Ensures the resolution of organization wide and end user specific hardware and software issues in a professional and timely manner. Communicates directly with staff to determine user needs and to recommend solutions. • Monitors, maintains and audits the utility and efficiency of the organization’s existing computer hardware, equipment, and software. Responsible for the evaluation and recommendation of new computer hardware, equipment, and software to support business requirements. • Participates in systems planning and implementation with respect to data storage, communications, and networking.• Develops, documents, and test business continuity and disaster recovery procedures and best practices to ensure compliance and effectiveness.• Develops policies and procedures relating to end users. Ensures end user compliance with said policies and procedures.• Maintains network performance by performing network monitoring and analysis, performance tuning, troubleshooting network problems, and escalating problems to the required vendors.• Administers the organizations’ pension application, which includes running scripts, jobs, queries, and working the required vendors to ensure maximum up-time. • Provides day-to-day support of facilities and help desk duties and responsibilities as necessary which includes supporting the software and hardware infrastructure, and working with the IT team to ensure that deliverables are met on time.

Concord, Nh

• Coordinates testing, implementation, and documentation of database applications, including analysis, working with external vendors, unit and systems testing, test data preparation.• Serves a first point on contact with related vendors as appropriate. • Serves as in house expert on, and maintains in-depth working knowledge of application design for critical, large, complex NHRS applications and websites. • Provides administration of NHRS database management systems, including but not limited to major application databases; telecommunications; web site; and helpdesk. This includes, but is not limited to, providing support for server maintenance; application installs and upgrades; monitoring and tuning major databases for optimal performance.• Implements effective security and disaster recovery procedures; and ensuring data integrity. Provides accurate and retrievable database backups. • Prepares specifications documentation and maintains application software, assuring compliance with NHRS standards and requirements.• Accountable for training in all databases utilized by NHRS (Pension Gold etc.) and web usage. • Assesses the impact of changes to internal database applications due to service requests, program/policy changes, audit findings and system defects and report results to Director of IT. • Provides technical oversight and guidance to Systems Development Specialist, and other IT staff with respect to software and data-base applications. Assists as needed with network administration, or other similar technical matters, as requested by supervisor.

Concord, Nh

• Provide network LAN administration to support 70 users, 300+ employers, and over 80,000 active members and retirees on NHRS network and servers. Duties include configuration, implementation, maintenance, troubleshooting, security and usage monitoring related to LAN resources. • Provide management of user access to resources on the network with new hires and terminations. • Builds, configures, troubleshoots and integrates new and existing end user hardware and software applications. Assists with infrastructure upgrades.• Provide network administration and acts as administrator for and maintains local area network• Provide evaluation and recommendation of new computer hardware (PCs, printers, servers and other hardware infrastructure) and web based applications.• Assists the Database Administrator in the management and maintenance of the pension software• Assure system integrity and security. Resolves helpdesk issues for users. • Installs software and trains staff to operate it effectively. Troubleshoots and corrects any issues that arise.• Resolves end user hardware and software issues, as assigned, in a professional and timely manner• Prepares and delivers training to staff on information technology systems• Run existing reports and inquires for data delivery

Manchester, Nh

• Support and administer network, telecommunications, server, and end user equipment for a nationwide call center with 1000+ users in 7 locations• Deploy, research, and test new hardware and software applications• Build, configure, and deploy desktops and laptops, coordinate and execute software updates, resolve local and remote connectivity issues, support personal devices• Administer and maintain call center and telecommunications system back-up solution• Administer call accounting and call management systems• Ensure telephony system, process integration, and security are successfully implemented for newly launched clients• Assemble server room equipment and rack units, build and run cable• Manage building security and administer employee badge access systems

Portsmouth, Nh

• Install and Integrated proprietary Audio/Video Teleconference equipment for high profile clientele• Assemble demonstrations for trade shows and for potential clients. Act as technical liaison to sales team

Marlborough, Ma

• Establish, monitor and develop a Technical Support Center for 1500+ workstations over 11states• Provide phone support and onsite support for hardware and software systems in several divisionfacilities on a national level

Honorable Discharge