Daniel Dossmann Email & Phone Number

Helsinki, Fi

• Guide customers from first signup to first success by training them through product setup, educate them on solving technical problems, and ensuring smooth adoption products and services.• Delivered effective in-person and remote training on HID machines & software to equipment operators, leveraging pedagogy skills for clear communication (slower speech, empathy, reputation management).• Completed 80 yearly jobs United States of America onboarding new customers.

Washington, District Of Columbia, United States

• Collaborated with Deployment team to implement backup and restore script where customers work same time new laptop being serviced, cutting downtime 99% for all customers. • Streamlined handoff process for 1,300 customers receiving new laptops by implementing interactive PowerPoint which freed technicians, ratio of technicians to customers 1:12. • Quality assurance and troubleshoot 30 Zendesk tickets daily.

Tysons Corner, Virginia, United States

• Demonstrated initiative by taking ownership, learning new software SCCM, streamlining processes and eliminating the need to hire additional technicians while meeting annual laptop renew deadline.• Designed, developed, updated SCCM documentation, followed by training team members, leading to a 15% improvement in delivery times.

Tysons Corner, Virginia, United States

• Raised customer happiness by reducing technician response time which boosted ticket closures by 33% via implementing strategy dedicating one technician to be main point of contact.• Responsible for 300 customers, 30 in executive level, closing 20 tier 1-tier 3 tickets daily. • Team up with Helpdesk team on project analyze and test new ticketing systems, Service Desk Plus.

Tysons Corner, Virginia, United States

 Support calls from both in-house and non-resident employees. Serviced employees by phone, at their desk, or through remote IT support tools. Mobile support for iOS and Android. Maintain great IT support for C-suite employees. Active Directory experience in a windows server environment. Assisted with yearly inventory and was in charge of contacting vendors for maintenance. Experience using Citrix to support end-users. Responsible for creating and updating tickets using Service Desk Plus ticketing system.

Bachelor'S Degree, Information Technology

Activities and Societies: Basketball Completed IT courses at night while working full time.

Computer/Information Technology Administration And Management

Self-development by using tools and resources on the internet, YouTube, purchasing books, heading to libraries, and communicating.

Education record

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