Daniel Story Email and Phone Number

Implementation specialist, technical documentation, International customers, and team lead/mentor

Interpret business needs and guide clients on efficiencies and enhancements to their processes using WTS proprietary softwareOnsite consultant and demo session assistant for industry eventConsult best practices and build strategies and industry standards during implementation discoveriesLead on international large scale implementation projectWrite business requirements and functional designs for full SDLC developer processesLiaison between client business units and WTS product development teams remotely and on-site to provide product assistance and supportParticipate in research and development brainstorming sessionsCoordinate conference calls between WTS, client project teams, and offshore development teamsWrite external user manuals and internal technical documentationProvide technical support for company-wide and single-user issues

Wrote and designed knowledge base documentation for the technical help desk.I developed a process for auditing, tracking, and updating 15,000 technical documents, eliminating nearly 3,000 stale documents and created a directory connecting system owners, application developers, and knowledge management agents to collaborate on documentation.Worked closely with project managers on major software and hardware deployments verifying that the help desk has all the information necessary to support the new product.Created system alerts and communications to the help desk, and write product manuals for the user base.Coordinated meetings with high level management and provide updates on projects.

Provided tier 2 support for the tier 1 help desk.Served as help desk triage for migration projects and command centers.Managed user profiles across five domains using basic active directory functions (unlocking accounts, re-enabling, password resets, startup script editing).Ran production reports used by management.Co-created home office and branch intranet SharePoint team sites. Configured and administered basic exchange and domino servers.Supported and troubleshot over 2000 software applications, types of hardware, and peripherals.Fielded over 30 calls a day with well-documented technical tickets.Supported hundreds of branches and home offices around the world.Supported three separate proxy PAC files on two proxy servers.

Maintained and monitored a 20 workstation network.Taught 50 high-risk students basic computer and reading skills.Performed troubleshooting for projectors, scanners, copiers, and PDA devices.Consulted for all technology-related purchases and inquiries.Kept updated inventory of school’s technology equipment.