Dan Jefferson Email & Phone Number

Frisco, Texas, US

Atlanta, Georgia, US

• Earned three promotions within four years based on motivation and continuous self development.
• Subject Matter Expert (SME) and main intermediary between service desk and other application, process, and system owners. Maintain team documentation. Organization wide knowledge sharing.
• Coordinate and conduct training sessions for over 55 Service Desk team members regarding new processes and systems, as their roles and responsibilities evolve.
• Identify areas for improvement and initiate measures for continuous improvement in team operations.
• Preferred point of contact for White Glove VIP assistance, with expertise in troubleshooting and conducting high-level investigations and root cause analysis for escalations for directors and above.
• Recruited, trained, and provided support to the reporting and analysis team members, who specialized in identifying critical success factors and key performance indicators (KPIs).

Fort Mill, SC, US

• Assist business partners in financial services, healthcare, and property management/real estate industries, serving employees globally, including organizations from the Fortune 500 list.
• Analyze hardware, software, networking, and service-related problems reported to the service desk.
• Capture and document all problems, investigative measures, and remedial actions using ServiceNow and Remedy incident management systems.
• Active role in creating and updating the technical knowledge base and training materials for the team.
• Temporary instructor for service desk personnel based in Compucom's Fort Mill, South Carolina facility while the company executed downsizing activities in Texas.
• Played key role in special projects:o Transfer over 20 team members from the Dallas office to the new Plano operations center.o During global migration from Microsoft Office to Google Suite, acted as SME, pilot team.

Dallas, Texas, US

• Supported voice, video, and data for wireline and fiber small-business, medium-business, and residential customers.
• Remotely serviced and performed diagnostics for in-premises equipment including set top boxes, home routers, and optical network terminals, and performed line tests for copper and optical network issues between the.
• Provided basic troubleshooting when interface issues arose between customer-provided equipment and provider hardware.
• Negotiated equipment replacement and on-site technician visits when troubleshooting did not provide a successful resolution for in-premises issues.
• Escalated network issues to Tier III technicians when they were isolated to the fiber and copper networks outside the premises or isolated to problems at the Central Office.