Daniel P. Email & Phone Number

Rio Rancho, Nm, Us

Fort Worth, Texas, United States

United States

• Technical Troubleshooting:o Provides advanced technical troubleshooting for SaaS products.o Understands how all products work and their interactions across platforms.• Customer Interactions:o Engages daily with enterprise customers, including directors, stakeholders, and decision makers.• Relationship Building:o Establishes relationships across departments to ensure quick case resolution within SLAs.• Subject Matter Expertise:o Becomes a sought-after expert within the organization for guidance.• Documentation and Reporting:o Documents product nuances.o Reports bugs to the engineering team via Rally.o Prepares training materials for new hires.• Advocacy and Support:o Advocates for product enhancements on behalf of customers.o Supports T1/T2 agents while working on their tickets.• Profile Management:o Uses Postman to update profiles along with internal integration tools.This role involves a blend of technical expertise, customer advocacy, and collaboration across departments.

Albuquerque, Nm, United States

· Microsoft 365 Admin for the company. In charge of all aspects of new hires from Active Directory account creation and adding to all necessary security groups to ordering all equipment (laptops, monitors, docking stations, etc.) and setting them up. Key contributor to documentation creation and maintenance. Created a On/Offboarding, Change Request Forms using Microsoft Forms and Power Automate. Created a backup ticketing system using Sharepoint Online. Created all internal sites for departments within Sharepoint and handled all issues regarding the sites (permissions, information on the site). Firewall and switch administration for both Ubiquiti and SonicWALL. Installed software on server for network licensing. Printer and Network management. Hardware Support Point of Contact. In charge of equipment allocation/configuration. Worked within Azure Portal for multiple solutions including InTune and Azure AD. Teams admin in charge of setting up video conferencing rooms, groups, phone systems and more. Constantly worked on process improvement. Upgraded all computer operating systems from Windows 7 to Windows 10. Managed all email accounts within Exchange. Created and assigned Roles and permissions for company within Exchange Admin Center. Created and managed security groups within Microsoft 365 Admin Center, including Exchange. Handled account uniformity for all usernames and created aliases as needed for email. Assisted and handled migration from GoDaddy to Microsoft 365. Handled licensing for the company and made sure all accounts were provisioned properly for customers. Set up and configured Zebra label printers and scanners for production floor. Assisted in yearly budget for upgrades/maintenance in equipment for the network and hardware for employees. Trained all new employees within the IT Department. Made sure all tickets were completed within SLAs. Resolve tickets through remote support tools.

Albuquerque, New Mexico Area

• Client-Based Systems:o Provided support for client-based computer systems.o Handled onsite installation of new and replacement hardware and software.• Restaurant POS and Back-Office Systems:o Supported restaurant Point of Sale (POS) systems and back-office systems.• Network and Communications Equipment:o Managed network equipment and communications equipment.• Microsoft 365 Administration:o Served as the Microsoft 365 Admin for the company.o Handled Outlook/Exchange support within the organization.• Hardware Support:o Acted as the primary point of contact for hardware-related issues.o Managed licensing, email creation, and Microsoft 365 support for all customers.• Ticket Resolution:o Resolved tickets using remote tools.This role involves a diverse range of responsibilities related to IT infrastructure and user support.

Rio Rancho, Nm, United States

• Issue Resolution:o Identifies root causes of issues promptly.o Fixes issues without compromising customer experience.• Customer Retention:o Offers alternative solutions when appropriate to retain customers and clients.• Technical Support:o Diagnoses and resolves hardware and software issues related to: o Internet connectivityo Email clientso IPTVo VOIP• System Knowledge:o Stays up-to-date with system information and changes.• Billing and Upgrades:o Assists with billing inquiries and device upgrades.This role involves a combination of technical troubleshooting, customer service, and staying informed about system updates.

Albuquerque, New Mexico

• Productivity and Metrics:o Meets productivity expectations, including site-specific metrics and Service Level Agreements (SLAs).• Customer Service:o Maintains and promotes outstanding customer service for the team and customers.• Leadership Input:o Provides input to UnityBPO leadership regarding individual and team performance.• Collaboration:o Partners with UnityBPO peers to communicate innovative solutions and assist with solution development.• Ticket Management:o Manages multiple queues of open tickets.o Assigns tickets to the appropriate teams for resolution.• Major Incident Coordination:o Coordinates and communicates during major incidents.• SharePoint Administration:o Edits and updates documents within SharePoint.o Manages all SharePoint Online sites within the organization.• Remote Resolution and FLR Improvement:o Works to significantly increase remote resolution.o Supports business development efforts.This role involves a combination of technical coordination, customer service, and SharePoint administration.While with UnityBPO I held multiple roles to include Service Desk Analyst (Apr 2016- Oct 2017), GBS Supervisor (Oct 2017- Apr 2018), and Post-Acute Mobility Supervisor (Jan 2018- Apr 2018).

Albuquerque, New Mexico Area

·Exhibit a leadership persona that supports Unity’s objectives, vision and core values that drive team effectiveness and employee empowerment·Exercise appropriate workflow and time management·Escalate all pertinent issues to the UnityBPO Operations Manager, Director, Senior Director, or UnityBPO Corporate offices·Demonstrate effective communication within the team and between other teams within the client/company·Meet required productivity expectations, including site specific metrics and SLAs·Maintain and promote the delivery of outstanding customer service for the team and our customers ·Provide input to UnityBPO leadership regarding individual and team performance·Partner with UnityBPO peers to communicate innovative solutions, and assist with solution development·Multi queue management of open tickets and assigning them to the proper teams to resolve the issue·Major Incident Coordination and Communication·Edit and update documents within SharePoint·Work to significantly grow remote resolution, and to improve FLR while supporting business development efforts

Albuquerque, New Mexico Area

·Provide Presbyterian and INTEGRIS Healthcare contracts with technical support for patient facing applications ·Exhibit a leadership persona that supports Unity’s objectives, vision and core values that drive team effectiveness and employee empowerment·Exercise appropriate workflow and time management·Escalate all pertinent issues to the UnityBPO Operations Manager, Director, Senior Director, or UnityBPO Corporate offices·Demonstrate effective communication within the team and between other teams within the client/company·Meet required productivity expectations, including site specific metrics and SLAs·Maintain and promote the delivery of outstanding customer service for the team and our customers ·Provide input to UnityBPO leadership regarding individual and team performance·Partner with UnityBPO peers to communicate innovative solutions, and assist with solution development·Multi queue management of open tickets and assigning them to the proper teams to resolve the issue·Major Incident Coordination and Communication·Edit and update documents within SharePoint·Work to significantly grow remote resolution, and to improve FLR while supporting business development efforts·Train new-hires and cross-train current employees

Albuquerque, New Mexico Area

Find the root cause of issues and fix them in a timely manner without compromising customer experience. Offer alternative solutions where appropriate with the objective of retaining customers and clients ‘business. Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more. Stay current with system information, changes and update. Assist with all billing questions and device upgrades.