Daniel Robinson Email & Phone Number

Denver, Co, Us

Denver, Colorado, United States

Greenwood Village, Co

As a technical support engineer level 2, responsible for fostering growth and productivity which includes mentoring employees, being a point of escalation, and ensuring the continuity pod is positioned for growth while proactively strategizing and planning for organizational growth and change. Primary responsibilities are working tickets and taking calls along with fellow teammates and acting as an escalation point or a point of authority for situations where level 1 support is not sufficient. This is done by assisting with conducted daily stand-ups, weekly pod meetings, and reviewing current TSE workload, trouble tickets and knowledge/coverage gaps. Mentoring team members and responsible for providing individual recognition of pod team members while assisting in determining SME’s and ensuring continuity products are properly covered. Engaging and collaborating with Tech Support leaders and other teams when proactive assistance is needed. Keeping up with team’s ticket queue and a high level of awareness around high-priority and urgent requests. Delegating pod-specific tickets in situations where SLA’s may be breached. Approving and assisting with escalation of tickets (internal and external) when necessary. Ensuring pod is prepared for new products and vendors coming onboard, including allocating resources required. Ensuring ongoing training and information is made available for new team members as well as existing team members and working with management in situations where additional help is needed. Driving Knowledge Base article generation and creation and proactively seeking out continuity product and certification training for continual self-improvement. Engage in troubleshooting and explanation of product services for issues like backup, recovery, disaster recovery, file sharing and sync, and storage in cloud, local, or hybrid SaaS solutions.

Greater Denver Area

Answer Level 1 inbound calls and email trouble tickets with a goal of customer satisfaction while maintaining a high first-call-resolution rate. Primary responsibility includes assessing customers’ technical support needs using experience, documented procedures and available tools. Created and updated troubleshooting documentation to increase first call resolution rate of future related problems. Consistently finished in the top for first call resolution. Cross organization ticket escalation with teams up to 40 individuals to troubleshoot and resolve cross department issues. Customers include internal employees, retail offices and contact center outsourced partners both domestically and internationally. Technologies include Windows, MAC, VPN, authentication, remote access, networking, middleware and related.

Wahiawa, Hi

Administratively and operationally supervised over 33 personnel.Responsible for the installation, planning and maintenance ofinfrastructure and intelligence computer systems.Repaired electrical equipment using hand and power tools, testing, anddiagnostic equipment.-Performed installation and maintenance of organizational levelcryptographic and ancillary equipment and communication devicesassociated with Fleet Cryptologic Systems and antenna maintenance.

Afghanistan

Tier 2 ticket troubleshooting of over 4,000 trouble tickets across 800 computers, 500 phones, while managing the accounts of over 370 users ensuring network and hardware connectivity. Oversaw classified information/communication systems as an Information Maintenance Officer and ensured communication security against organizational requirements and cryptographic equipment parameters. Conducted comprehensive system / hardware testing to diagnose problems and developed corrective action plans that resulted in the successful completion of over 400 missions. Trained two soldiers to be qualified with skills in Active Directory, server and network maintenance, work station installation and maintenance, and the training of assurance for network security.

Wahiawa, Hi

Responsible for quality assurance in the prevention of the re-occurrence of defects and ensured proper maintenance practices were being performed in a fast-paced and deadline driven environment. Technical expert in the installation of communication and cryptographic systems, fiber optic / coaxial cable, duct and conduit, and server racks /equipment. Additionally managed and analyzed the daily workload to ensure the most effective and efficient plan of the day. Performed and cooperated with 13 electronics and interior communication technicians in the maintenance, troubleshooting, testing, and modifying of over 300 electronic systems, computers, network, and satellite communication devices. Developed network and communication infrastructure schematics, implementation plans and equipment proposals.

Education record

Computer Science