Daniel Keating Email & Phone Number

Greater Philadelphia Area

Hatfield, Pa 19440

- Provided Help Desk support to on site and remote users based around PA.- Supported hardware, software and network account related issues.- Set up and configured Active Directory (AD) network accounts, IP phones using administration software and Outlook mailboxes.- Performed installation and upgrades of hardware and software- Assisted in inventory collection of hardware and software- Assisted in the development of in-house software with C#

Cork, Ireland

- Providing Tier 2 support then expanded knowledge and support to answer complex questions regarding SolarWinds product functionality and usage.- Tracked and resolved support requests through Netsuite ticketing system.- Responded to and triage incoming calls from hotline queue, promptly addressing technical issues via GoToMeeting remote support client- Created and maintained support documentation within the Solarwinds Knowledgebase.- Key member of the initial support team for Solarwinds's acquisition of the software product Web Help Desk.- Expanded contributions and role to be identified as one of the senior support representatives and an escalation point for major customer issues or complex questions for the Web Help Desk.- Trained other colleagues within the company on the use of Solarwinds products and act as a member of the CORE team the Web Help Desk.- Additional support knowledge on Network Performance Monitor (NPM), the core Solarwinds product and Storage Manager.- Additional software experience with Server & Application manager, Netflow and Virtualisation Manager.- Database management knowledge includes MS SQL, postgresql, Frontbase, and mariadb.- Achieved Solarwinds Certified Professional (SCP) Certification.

Cork, Ireland

- Provided Help Desk support to on site and remote users based around the world via DameWare remote support client.- Supported hardware, software and network account related issues.- Set up and configured Active Directory (AD) network accounts, IP phones using Trixbox and Outlook mailboxes.- Performed installation and upgrades of hardware and software- Assisted with hardware and software migration from Windows XP to Windows 7- Assisted in inventory collection of hardware and software- Utilized SAP Procurement to make purchases of computer equipment and software.

Cork, Ireland

- Other positions of increasing responsibility: Display Assistant, Price Checking, Inventory Control, Scanning Office Personal, Food Safety Officer.- Learned how to use a program called Scanwise while working in the scanning office.- In the role of Food Safety Officer played a key role in the store earning the Emerald Hygiene Award from Excellence Ireland Quality Association (EIQA) for 2009.

Master Of Science, Information Systems Engineering And Management (Isem), Gpa 3.77

Bachelor Of Science (B.S.), Information Technology Support, Merit Grade 2

Level 7

Education record

- Second Level Education - Leaving Certificate - Successfully passed - European Computer Driving License - Successfully passed