Daniel Cutrara Email & Phone Number

Phoenix, Arizona, United States

• Supervise a team of engineers with a focus on client satisfaction, service delivery quality, mentoring/coaching, Performance Monitoring functions, and quality of remote support services• Improve overall service delivery and quality through training and coaching• Improve efficiencies by analyzing remote support activities and proposing recommendations• Ensure processes exist and, when possible, are standardized and repeatable• Review, train, implement, and enforce Standard Operating Procedures• Ensure service levels are achieved and aligned with client agreements• Ensure customer expectations are met or exceeded• Frequently review individual metrics, identifying coaching or training opportunities to improve individual performance, and deliver annual performance reviews to RSC engineers• Act as a liaison with Regional Operations Teams and Regional Service Desk Team Leads

Phoenix, Arizona Area

• SME for Dakin Applied America’s Inc providing technical support to team of 10 support personal• Provide hands-on support working directly with end users to resolve technology issues remotely for nationwide client base via phone, email, and Chat• Ownership of all incidents from inception through to resolution focusing on first call resolution• Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue• Provide clear, proactive, and frequent communication to customer throughout call including confirmation that resolution has been achieved satisfactory • Perform Active Directory unlock of accounts, password changes, and distribution updates• Provide remote support for desktops, printers, mobile devices, and basic server and network administration using Bomgar remote support console• Installation of company approved software and applications via Configuration Manager Console• Manage, install, and troubleshoot VPN connections via Global Protect and Cisco AnyConnect• Initiates onboarding procedures for new clients assisting in system login’s, Printer configuration, Office 365, Outlook, and Skype setup, mobile device configurations• Knowledge of server and network system administration, backup solutions, storage, security, mapping File Share servers and Print Servers.• Utilizes help desk tracking software including Remedy, ServiceNOW, and EasyVista

Chandler Az

• Prospect leads, identify decision makers, establish relationships with key players to generate interest, develop accounts and stimulate opportunities. • Actively track and manage a pipeline of leads in Salesforce.com. • Provide strong relationship management, support, and account maintenance• Recognize customer's key challenges in their business operations and match products and solutions to the customer's need. • Meeting or exceeding daily, weekly and monthly quotas.

• Performed outbound marketing calls working directly with small businesses to help achieve company goals through Yelp’s advertising programs.• Hit monthly sales goals, consistently staying ahead of daily metrics, handling rejection in stride, and adapting product recommendations quickly to suit client needs.• Educated, strategized, and successfully sell Yelp advertising programs through a consultative approach working with each client to determine their business's needs and aspirations.• Pipeline management of accounts in Salesforce consistently tracking sales cycles.• Assist clients with installing Yelp for Business Owners App and technical support walking through business page updates and configuration.

Gilbert, Az

• Complete 100-150+ calls per day to new and existing GoDaddy customers.• Troubleshooting and performing technical support to resolve issues with domains, DNS settings, website builder products, hosting solutions, and security problems.• Build relationships and assist customers with account management, products and services, as well as assist in product purchases and renewals.• Utilizing a consultative approach to understand the business needs and recommend products and services that will assist the company grow.• Achieved outbound sales consistently exceeding daily sales goal of $1,100.00 RPD with over 50% of sales from New Revenue.• Received Excellence award for achieving top 10% in Department for Customer Service.

Chandler Az

• Sourced and called potential customers providing exceptional customer service to potential students in assisting them determining the program that meet their needs and enrollment in attending Argosy University• Maintained high levels of lead to contact, contact to activity, and conversion of leads exceeding company standards.

Phoenix, Arizona Area

• Increase Phoenix market share focusing on enterprise businesses and executive relationships• Develop and maintain vendor relationships to drive revenue, meet quota, and add new logo’s• Prospecting of business partners, vendors, and customers creating all self-generated leads • knowledge of products and solutions pertaining to voice, data, security and cloud services • Capture new opportunities while adapting and supporting rapid changes in our operations• Manage both the sale and customer experience throughout implementation and “Go Live”

Tempe Az

• Prospecting existing Wells Fargo customers providing exceptional customer service through comprehensive counseling of refinance and debt consolidation of automobile finance loans.• Review and evaluate customer credit reports and payment history on accounts to determine eligibility.• Advised both customers and team members of policies, procedures and expectations involving loan closing and debt consolidation.

Scottsdale Az

• Hire, train, develop and motivate Admissions Representatives in order to optimize and meet established business standards. • Promote Performance Training Institute (PTI) programs and courses to interested and qualified prospects and applicants.• Meets the admissions requirements and business standards including conversion rate benchmarks, while upholding a consultative quality need based admissions process. • Review all the reports and discuss issues with the V.P. of Operations and CEO on a start basis.• Work with Director of Marketing in ensuring optimization of lead vendors.

Peoria, Az

• Established, staffed, and implemented new Veterans Affairs Office directly responsible for all veteran benefits paperwork processing and certification reporting procedures• Developed and implemented military policies and procedures to ensure compliance with federal regulations according to SOC guidelines and the newly implemented DOD MOU• Created, implemented, and facilitated Military Training by establishing a 36 page Military Reference Guide as a desk reference for all counselors assisting military students

• Created, trained, and implemented a Military Certification process for over 1,000 military advisors at designated Military Approved Provider Campuses across the country.• Effectively work with all function groups to map processes, identify improvement areas, and core processes to increase efficiency and calculate cost savings.• Developed and updated veteran student policies including Veteran Benefits Paperwork Processing and Veteran Affairs Certification Process Change.• Managed all Military processes and procedures providing effective communication of process changes and improvements throughout the organization. • Established, developed, and content manager for Military Division SharePoint site.

Military

• Provided direct leadership to 10 enrollment managers and 120+ enrollment advisors.• Directed the development of enrollment functions and activities to ensure deliverables are effective and timely, as well as meet quality and quantity customer service levels.• Developed and defined campus enrollment goals and objectives in accordance with established corporate standards exceeding organizational goal by 120% annually.• Creation, implementation and delivery of ongoing campus training programs to increase enrollment effectiveness and attainment of enrollment goals.• Directed personnel actions, including recruiting, new hire actions, interviewing and selection of new staff, staff reviews, and salary determinations for 1,000 advisors.• Enrollment Project Manager for GoArmyEd project acting as enrollment point of contact for all enrollment problems for University of Phoenix for over 4 years.

Ethics and Compliance Liaison • Designated as key contact partner with the Ethics and Compliance Department. • Work hand in hand with business and operational staff in fulfilling mission of integrity and social responsibility through the highest ethical standards.Campus Security Authority • Responsible for crime reporting as required under the Clery Act ensuring campus compliance with key aspects of the Campus Security Act.• Assist students, faculty, and staff report certain criminal offenses and incidents that occur on company property.

• Trained, mentored, and lead a team in processes, policies, and programs to allow them to succeed at their maximum potential and reach team goals.• Awarded Top Military Enrollment team award 1st Qtr 2005.• Took new team to 1st overall in the Military Division for 1st half FY 05 in just 1 year.• Awarded Top Performers Award May 2005 for managing Top Enrollment team.• Led team to consistently averaging over 4 hours of talk time per rep daily. • Assisted senior management with creating, developing, and implementing campus admissions plans to achieve established campus goals and activities monthly.• Involved in the selection and hiring of new enrollment counselors.• Developed Assessment Tool to assist with monthly Divisional Assessment of counselors Work Ethic, Product Knowledge, and Conversation Skills.

• Provided customer service and professionalism to potential students in assisting them in making the right decision to attend the University of Phoenix Online. • Promoted to Senior Admissions Counselor on September 1, 2003.• Finished FY 2003 as Top Military Admissions Counselor of the year• Awarded Online Admissions Military 1st Team for Quarter 2 – FY 2003, 2nd Team for Quarter 3 – FY 2003, and 1st Team for Quarter 4 – FY 2003.

• Performed Technical Recruiting responsibilities for IT Consultant Company, rated in Inc. Magazines Yr 2000 Top 500 Fastest Growing Privately Held Companies.• Personally placed candidates at clients earning in excess of $1.3M dollars in revenue.• Sourced, prospected, interviewed, and performed reference checks for IT consultants. Interviewed over 350 candidates averaging 6-8 in person interviews per week.• Performed personal interviews in order to evaluate and assess technical skills of potential candidates thereby being able to market candidates effectively.

• Prospected the population for prospective applicants and determine eligibility.• Managed, trained, and supervised 8-10 subordinates for a period of over 3 years.• Managed, scheduled, supervised, and conducted reconciliation of over 2000 outstanding aircraft requirements for 20 work centers and flying squadrons monthly.• Managed fiscal accounts over 1 million dollars, for two flying squadrons for 4 years.

Bachelor'S Degree, Computer Programming

Programming languages learned in studies towards degree program include C#, C++, Java, PHP, HTML, CSS, JavaScript, SQL, ASP.Net.

Mba, Technology Management, 3.93 Out Of 4.0

Bsb/M, Management, 3.86 Out Of 4.0

Hs Diploma, High School/Secondary Diplomas And Certificates