Daniel Griffith Email & Phone Number

Wilmington, Massachusetts, United States

Wilmington, Massachusetts, United States

Bedford, Massachusetts, United States

Manage internal IT support team servicing North, Central, and South America. Serve as escalation point for all tier I and tier II issues and complaints. Ensure support coverage by maintaining both business hour and on call schedules. Oversee and maintain service desk to ensure that resolutions are achieved within agreed upon SLA and to identify trends pointing to larger infrastructure issues. Define policy and procedural standards for IT department in order to set realistic customer… Show more Manage internal IT support team servicing North, Central, and South America. Serve as escalation point for all tier I and tier II issues and complaints. Ensure support coverage by maintaining both business hour and on call schedules. Oversee and maintain service desk to ensure that resolutions are achieved within agreed upon SLA and to identify trends pointing to larger infrastructure issues. Define policy and procedural standards for IT department in order to set realistic customer expectations. Show less

Bedford, Ma

Technical support lead for geographically distributed environment (850+ users) spanning multiple time zones in the US, EU, and APAC regions. Appropriately handle and track customer support requests via phone, e-mail, Instant Message, and in-person. Deploy and maintain all end user equipment. Facilitate off-site networking infrastructure tasks as directed by network administrators.

Greater Boston Area

Onsite technical consultant for industry leading MSP to financial services client. Assist customer achieve and maintain their IT infrastructure needs across five nationwide office locations (250+ users). Manage all Network, Server, and Desktop Support. Serve as escalation point for issues that call center Tier I and Tier II technicians cannot resolve. Facilitate the Network Operations Center involvement as necessary.

Wakefield, Ma

Tier II technical support for entire site (800+ users). Deployed and maintained all desktop and laptop computers including associated peripherals. Troubleshot and resolved hardware and software issues. Created and maintained objects within the corporate Active Directory infrastructure. Ensured/troubleshot Network connectivity.