Daniel Stockton Email & Phone Number

Florida, United States

Lead team of 6 direct and 10 indirect remote based technical and service desk associatesResponsible for team KPI metricsDevelop 3 year Technology Roadmap to support operations and user technologiesPromote continuous measurable improvementDeploy and support ITIL guidlinesManage and grow relationships between operations and vendorsSupport efforts of Security, Server, Network, and Applications teamsProvide projectoversight for large projects

 Manage daily operations of 8 support specialists including maintenance, incident and problem resolution supporting 2,000 users and 2,500 user endpoints. Hired, managed, developed, and trained staff, established and monitored goals, and conducted performance reviews. Liaise across departments to clarify priorities, manage changes, and integrate standards with departmental needs. Evaluate departmental needs and direct towards appropriate hardware and software solutions Administer computer hardware life-cycle replacement program including policies and procedures imaging 800+ systems with budget up to $900K. Work independently to make decisions during routine and unanticipated operational situations and empower staff to make decisions and find creative solutions. Develop standards, policies, and processes for end-user service management and hardware life-cycle replacement programs. Research, test, evaluate, and procure technology solutions for project technology budgets up to $1.1 million. Project management and technical direction for cross-functional projects across multiple departments. Lead modernization of desktop management using SCCM and PDQ to deliver consistent services. Manage vendor relationships for client hardware.

Fort Collins, Colorado, United States

 Tier 3 desktop support including interfacing with vendors on escalated issues.  Technical lead for team on daily operations, projects, and maintenance activities. Maintained 5 operating system images and standardized enterprise application installs. Administered Microsoft Deployment Toolkit (MDT) solution and standard operating systems images for imaging of computers resulting in 20% increase in the number of imaged systems. Initiated new processes to streamline production and increase efficiency, accuracy, and accountability. Coordinated efforts to resolve technical problems and remained active in direct technical efforts. Provided technical expertise to facilitate and complete 50-75 replacement computers, new installations, and upgrades per month.  Communicated and explained maintenance activities and technical solutions to non-technical staff to ensure a positive experience. Identified negative hardware performance trends and common issues affecting systems and documented remediation efforts. Obtained and evaluated information about new computer hardware, peripherals and software technology.

Fort Collins, Colorado, United States

 Provided Tier 2 desktop support by promptly responding to tickets and communicating with staff. Installed, modified, and repaired various computer hardware and software systems, including installation of hardware and peripheral components for users. Imaged new hardware for users. Collaborated with business partners to optimize scheduling of repair and upgrades, minimizing resource availability disruptions. Configured hardware, devices, and software to set up workstations for employees.

Fort Collins, Colorado

◆ Assisted customers to create tailored planning of telecommunication needs.◆ Updated networks to support new telecommunications and network technologies per established procedures.◆ Designed, implemented, and managed appropriate DNS, DHCP, and IPv4 network solutions.◆ Prepare evaluations of software or hardware and recommend improvements or upgrades.

Fort Collins, Colorado

◆ Provided computer support for a variety of hardware and software; performed troubleshooting activities for network connectivity problems as needed.◆ Installed and programmed legacy and VoIP phone systems including Partner, Nortel, Avaya, and multi-line consumer models.◆ Upgraded phone and computer systems and network hardware.◆ Planned, installed, and performed testing of Category 3, 5, 5e, and 6 infrastructures.

Fort Collins, Colorado

◆ Managed daily operations of store with of $400K+ in weekly sales.◆ Responsible for departmental Profit & Loss accounting.◆ Mentored assistants and supervisors to achieve goals and supported them in advancement opportunities.◆ Supervised and scheduled up to 60 employees using labor flow and traffic projections to maintain proper service levels.◆ Used suggestive selling techniques and suitable product displays to exceed sales projections.◆ Ensured all 130+ staff members in store met high standards of customer service by providing feedback and ongoing training.◆ Transferred up to $25k/daily in cash, bank deposits, and change orders safely from register side to safe side of operations.

Bachelor Of Science - Bs, Information Technology

Additional coursework focused on leadership and change management.

Associate Of Applied Science - Aas, Computer Information Systems