Daniel Melnik Email and Phone Number

• Provide technical support for hardware and software issues, both onsite and remote assistance for over 400 users• Receive escalations and assist outsourced Level 1 technicians • Analyze problems, investigate time saving solutions, and escalate when necessary to system administrators and senior staff.• Specifically document issues and solutions within IQTrack and Footprints ticketing software. Handle over 50 tickets in a given day. • Troubleshoot MS Office / MS Outlook issues, MS Exchange• Re-image workstations and laptops for new users, set up/tear down new/unused workstations, swap hardware (hard drives, RAM, CD Drives, graphics cards, other internal hardware)• Install/repair/uninstall software• Edit DNS reservations, manage Active Directory attributes, password resets and account unlocks.• Assist users with remote access setup and troubleshoot issues, set up and teach users how to use VPN clients(Global Protect, terminal servers), folder redirection• Manage DHCP, TCP/IP configurations• Troubleshoot MS Lync VoIP, POE phone system (specifically Polycom CX600 phone system, CX3000 Conference Station)• Provide attorneys & secretaries access to folders and documents within the Document Management System: Filesite, Workshare, provide access to HIPAA files, troubleshoot issues related to Filesite, Workshare, iManage• Recover lost MS Word documents, other lost files• Provide asset management and loaner equipment, set up projectors, screens, other A/V equipment• Encrypt hard drives and USB drives with Bitlocker drive encryption• Troubleshoot printer jams, change toner/printer cartridges, fusers, fix broken trays and other hardware related issues, add network printers for users, print servers both onsite and remote• Investigate spam, phishing, suspicious emails, Mimecast spam filter within Outlook• Virus removal, resolution, Malwarebytes, Endpoint protection• Set up personal mobile devices such as iPhone, Android, Blackberry, tablets and laptops

• Provided customers with assistance troubleshooting internet issues over the phone.• Researched and implemented solutions.• Completed trouble tickets when line repairs were necessary.• Tracked and documented all calls.• Upsold Frontier Secure products and services.• Maintained a positive attitude to help provide the highest level of customer satisfaction.• Practiced proactive communication amongst teammates to ensure solidarity and consistency across all issues within scope.• Provided assistance to other Level 1 Technical Support Representatives.

• Developed mobile device user experience and mobile optimized ad units for PCH.com and email landing pages.• Managed and created quarterly updates to improve PCH.com user experience.• Developed and implemented workflow process increasing productivity and efficiency of department.• Communicated with marketing, creative, and acquisition departments to fulfill needs for quarterly PCH.com updates.• Utilized social media platforms to increase customer acquisition, and improve PCH branding.• Built magazine and merchandise lineups for PCH.com pages, email landing pages, and multi-channel online/offline efforts.• Created email landing pages promoting contests, merchandise and magazine subscription sales.• Collaborated with marketing teams to implement marketing initiatives such as user segmentation and demographic targeting in order to ultimately boost PCH brand growth.

• Constructed, published, tested, and execute daily e-mail campaigns to general and targeted audience segments for multiple businessunits.• Conducted investigations and create reports on deliverability.• Administered weekly, monthly and fiscal reports analyzing email metrics to increase performance across all business units.• Discussed and tested future e-mail campaign strategies and report results to each of the business units.• Worked collaboratively with E-mail Marketing and Creative to rewrite e-mail HTML source code in order to optimize design of e-mails campaigns for popular email clients (Gmail, Outlook, Hotmail, Yahoo!, etc.).• Performed quality assurance on select e-mail campaigns with regards to functionality, and product line-up.• Designed and implemented an HTML source feedback system between departments to increase communication, streamline workflows, and erase bottlenecks. Also acted as lead in instructing colleagues on system.• Achieved a six day lead time on email campaigns from date of construction/testing to the date of deploy, which resulted in enabling more time and flexibility for modification.• Maintained an e-mail deliverability of 97%, which is 3% above the industry norm.• Consolidated and improved campaign procedures to eliminate duplication of information, and help cross train staff.• Assisted in training process of new hires to acquaint new employees with the organization culture and job expectations.