Daniel Thatcher Email & Phone Number

United States

Plano, Texas, United States

Tasked with developing and improving the Incident and Problem Management Processes for IT Org. Build and develop Problem Management team and provide daily guidance and support 3 IT technical staff. Determine focus and duties for, review performance and provide training to Problem Management staff. Provide guidance for Critical Incident teams in restoring.

Provide daily guidance and support to team of 15-25 IT Service Desk staff. Determine focus and duties for, Review performance and provide training to Service Desk staff. Prepare and Transition Service Desk from onsite function to Managed Service under WOS over 9 months. Manage call center IVR application for 3 support centers. Continue to manage ITIL/ITSM.

Manage ITIL/ITSM processes - Change, Incident and Problem. Perform all duties for change management department. Conduct daily/weekly change meetings (i.e., Daily Operations Meeting, CAB). Serve as critical incident coordinator during high impact outages. Coordinate problem management meetings to review and resolve problem cases. Conduct after action.

Richardson, Texas

Provide technical support and escalation guidance to service desk technicians to assist them in their job duties. Request access for, schedule and provide training for new technicians. Create and update knowledge articles, procedures, policies for Service Desk. Organize Quarterly shift schedules and On-call schedules for the team. Manage call center IVR.

Provide excellent support to internal and external users of Parsons technology resources with an average personal FCR of 82.6%. Provide second tier support for IPTel, Exchange, LMIR, other key areas of Service Desk support. Additional roles on Service Desk: Second Level Service Desk Agent, LMIR SME, Exchange Liaison, Knowledge Engineer, IPTel Queue.

Taught HS Spanish.

Build and manage campus based student information database. Resolve technology issues with online instructional program, network and hardware. Work with office staff to develop procedures for data entry, maintenance, and verification. Interface with district level administrators to ensure proper exchange of data. Basic administrative tasks.

Integrate district curriculum with the online system used by students for learning and completion of credits. Trouble shoot technology issues and identify type of issue and path of resolution.

Built and maintained multi-user database application in Microsoft Access accessable from multiple locationsin the district to hold records of participants in adult education classes. Records included applicant info, contact information, enrollment records, attendance records, children's enrollment information, etc.

Person in charge of organizing, hiring, managing, and directing an adult evening study center for between 200 and 300 adults learning English as a second language. Hired and managed up to 18 employees. Ran daily operations, enrollment and record keeping. Reported to district level administrator.

Bachelor Of Arts (B.A.), Spanish Language And Literature

Professional Educator Certification, Secondary Education And Teaching