Daniel Mohan Email & Phone Number

Denver Metropolitan Area

As an IT Service Delivery Manager, I focus on aligning IT services with business needs, ensuring optimal performance and customer satisfaction. My responsibilities include overseeing service desk operations, managing incidents and requests, driving process improvements, and ensuring adherence to ITIL best practices. I work closely with cross-functional teams to resolve issues, streamline workflows, and deliver high-quality IT support, while fostering a culture of collaboration and accountability. My goal is to improve KPIs and ultimately enhancing service efficiency and the overall user experience.

Greater Denver Area

Led and managed a struggling Service Desk team, implementing effective strategies that resulted in transforming the team into a highly functional and efficient unit.Introduced ServiceNow software to streamline IT service management, enabling enhanced ticketing, incident tracking, and problem resolution.Played a key role in the successful adoption of ServiceNow across multiple departments, including Finance, HR, and Risk Management.Leveraged expertise in ServiceNow to collaborate with IT teams and other business units, facilitating process improvements and fostering cross-functional efficiencies.Conducted training sessions for team members and end-users, ensuring seamless integration and adoption of ServiceNow platform.Served as a subject matter expert on ServiceNow best practices, offering guidance and support to colleagues throughout the organization.Spearheaded process automation initiatives, resulting in increased productivity and reduced resolution times across all supported departments.Proactively identified opportunities for continuous improvement, driving innovation and enhancing overall service delivery.Received commendations from senior management for exceptional leadership and contributions to the company's digital transformation journey.

Greater Denver Area

Greater Denver Area

• Monitor ongoing operations and IT service infrastructure performance with applications set to anticipate IT service problems• Interpret monitor alert messages and perform required actions• Coordinates utilization of computer hardware, software and other data processing related systems that support TransFirst internal and external customers. • Provide technical support for all Enterprise systems, including hardware and operating systems• Operation and use of diagnostic tools• Use and provide input to event recording logs• Basic Network Support (LAN/VPN/WLAN)• System Patching (Implement/Verify – both Windows and UNIX)• Understand and implement escalation, incident management and change management processes and procedures of the NOC• Review and respond to security system alerts and escalate when appropriate• Initial contact and responder for security related events• Monitor and maintain the health of security systems and agents • Provide security related reporting as defined by business requirements• Telecom Support• Server Application Support• Server Builds & Maintenanc

Broomfield Co

• Monitor ongoing operations and IT service infrastructure performance with applications set to anticipate IT service problems• Interpret monitor alert messages and perform required actions• Coordinates utilization of computer hardware, software and other data processing related systems that support TransFirst internal and external customers. • Provide technical support for all Enterprise systems, including hardware and operating systems• Operation and use of diagnostic tools• Use and provide input to event recording logs• Basic Network Support (LAN/VPN/WLAN)• System Patching (Implement/Verify – both Windows and UNIX)• Understand and implement escalation, incident management and change management processes and procedures of the NOC• Review and respond to security system alerts and escalate when appropriate• Initial contact and responder for security related events• Monitor and maintain the health of security systems and agents • Provide security related reporting as defined by business requirements• Telecom Support• Server Application Support• Server Builds & Maintenanc