Daniel Jackson Email & Phone Number

United States

Houston, Texas Area

• Lead technical support in a Managed Services environment for over 200 clients in various industries• Design, enumerate, and execute pathway to target state for projects including but not limited to network infrastructure upgrades, server (cloud and virtualization) upgrades, systems implementation and migrations• Design and update technical and operational processes and procedures as business and technology evolves• Mentor, coach, and inspire fellow engineers and technicians• Maintain 95% SLA for all incidents

• Manage, support, update, and monitor multiple client environments in a nationwide WAN, virtual & cloud environments• Provide MSP client management and client relations, as well as lead support engineer• Scope and project manage new client environment implementations (AWS, Google Cloud, Azure, and SingleHop)• Design and assist with implementation of Business Intelligence and Data Governance solutions (Kafka, Hadoop, Tableau) and entry level Machine Learning programming. • Work with internal resources and third party corporations to get environments with accordance with PCI compliance • Developed and implemented reporting foundation to report client activity and system health• Configure and maintain operating systems, application software, and system management tools• Maintain, update, and perform security best practices, backup, and redundancy procedures• Develop and implement scripts to increase system efficiency• Construct and implement email and phone marketing campaign strategies• Collaborate with website administrator to update web content and design• Prepare and host sponsor presentation at Engage Conference

Houston, Texas Area

• Assume project management duties, as well as technical lead, during SIT and UAT testing, software and hardware solution installations, platform conversions, and client initiatives• Identify process weaknesses and inefficiencies in order to strengthen and implement remediation• Prepared and executed I.T. strategy and standardized processes for support, development, documentation, and quality assurance• Operate, maintain, troubleshoot, and administer multiple systems platforms and various data center hardware• Support and administer the Aspect Unified IP system, Aspect Advanced List Management, LiveVox, and Verint Impact 360, as well as all sub applications within each system including software updates, patches, and server maintenance• Develop, maintain, and update auditing processes to ensure dialing and recording compliance in line with the client, law, and legal interpretation • Developmental collaboration with Business Intelligence to meet and exceed all client reporting needs• Recruited and developed a high performance department in a demanding industry

Houston, Texas Area

• Support, maintain, and administer various critical production systems and environments• Installation, configuration, and troubleshooting of circuits and related datacenter hardware• Validate systemic performance is within corporate and federal compliance• Consult, assemble, design, and generate productivity reports to meet client requirements• Analyze data and strategies to improve productivity • Design and program GUI’s and work flows such as IVR’s and secure file processing• Administer and maintain databases and several clusters of VM servers• Order, deploy, manage, and administer all wireless devices through mobile management software

Houston, Texas Area

• Provide quality service, troubleshooting, and escalation, if necessary, to all customers in need of technical assistance• Identify trends in support calls and develop documentation to address these common issues• Monitor multiple systems and company network in an effort to identify issues proactively

• Manage, support, and monitor multiple client’s systems in a nationwide WAN, virtual environment• Configure and maintain operating systems, application software, and system management tools• Maintain security, backup, and redundancy procedures• Develop and implement scripts to increase system efficiency• Assisted in client migrations from V10 to V11

Associate'S Degree, Bible/Biblical Studies, 4.0

Did Not Graduate, Computer Information Systems