Daniel Tinker Email & Phone Number

Greater Denver Area

Contract consultant for Spotlight Inc.

For this nationwide non-profit organization of up to 1,500 staff and volunteers, provided a wide range of support to local and remote staff, with focus on level 2 requests submitted via Remedy and ServiceNow self-service or telephone. Handled creation, update, and removal of user accounts via Active Directory, Exchange Management Console, and (after migration) Office 365 Administration portal. Maintained memberships and effective permissions of Active Directory (later, Office 365) security groups. Responsible for maintenance and troubleshooting of existing computers, as well as configuration and deployment of new computers. Performed the design, build/capture, and distribution of the Society’s standard image when the Society upgraded all computers to Windows 10. Owned and oversaw the process and procedures for imaging and deploying computer systems; developed checklists, quality-control procedures, and role-based system and software requirements. Also was responsible for building and maintaining the Asset Management database, and for development and enforcement of Asset Management procedures for all laptop and desktop computers. Served as primary contact for all I.T. Procurement requests, handling purchases of all computer equipment and accessories, including monitors, printers, etc. and establishing equipment standards for all computers and related hardware.

Denver, Colorado

Greenwood Village, Colorado

Provided phone- and web-based support to internal users, troubleshooting software/OS, network, and hardware issues. Created and maintained user accounts for all corporate systems, including Windows Active Directory (domain and email) and proprietary billing system. Coordinated Problem Management process, including issue tracking and follow-up documentation through Problem closure. Developed Methods & Procedures documents related to new and updated processes, and created corresponding workflow automation within the ServiceNow ticket/request tracking system. Executed a cover-to-cover update of the Help Desk's training and operations manual, for the first time providing all Help Desk staff a comprehensive knowledge base of M&P's, processes, and workflows pertaining to and initiated by the I.T. Help Desk.

Broomfield, Co

Process Management Analyst – In this central role in (i)Structure’s Continuous Service Improvement initiative, utilized methodologies based on Six Sigma and others to ensure excellent quality of service in a metrics-based operations environment. Implemented automated workflow within the Remedy AR system.Problem/Incident Management – Coordinated intra- and inter-departmental activities related to high-severity incidents and problems occurring in (i)Structure-managed customer environments. Responsibilities included monitoring incident tickets for proper routing and escalation, writing Post Incident Review and/or Service Improvement Plan documents for customers and account managers, and conducting follow-up to ensure implementation of irreversible corrective actions.Service Desk Lead – Reporting to the Service Desk Manager, responsible for oversight of Service Desk personnel, including scheduling, process/procedure, SLA compliance, and overall quality of service.Service Desk Analyst – Tier I/II help-desk responsibilities including telephone- and email-based support in desktop, software, network and other end-user issues. Monitored progress of issues and requests submitted via Remedy AR.