Daniel J. Email & Phone Number

Kansas City, Missouri, United States

Making and being accountable for decisions in regard to customer service, quality control, process changes, personnel and other day to day functions of a 24/7 Tier 1.5 Enterprise Service Desk. Manage and provide guidance for a growing number of Junior/Senior Service Desk Analyst, Leads, D&A, and Reporting personnel with day to day functions, scheduling, continueing training requirements, and minor HR needs. Oversee the use of and provide technical guidance in the BMC Remedy ticketing system with a primary focus on Incident Management, Service Request Management, and Foundations Management People Records. Assist Junior Leads and Desk Analyst in resolving IT issues received by phone, email, and Remedy ticketing system to a growing customer base of Military, Government, and Contractor users in order to meet the Government stake holders SLA/SLT. Preparing and executing the change from 8 regional service desks to an Enterprise Service Desk with two separate geographical locations. Monitor ticket, phone, email, and IM traffic to identify regional and enterprise trends affecting the users, then communicating with other regional desk and higher tiers to track and resolve the issue. Research and provide analytical data verbally or in report format as required. Conduct other functions as identified by the stake holder

Kansas City, Missouri Area

Making and being accountable for decisions in regard to customer service, quality control, process changes, personnel and other day to day functions of a 24/7 Tier 1.5 Enterprise Service Desk. Manage and provide guidance for a growing number of Junior/Senior Service Desk Analyst, Leads, D&A, and Reporting personnel with day to day functions, scheduling, continueing training requirements, and minor HR needs. Oversee the use of and provide technical guidance in the BMC Remedy ticketing system with a primary focus on Incident Management, Service Request Management, and Foundations Management People Records. Assist Junior Leads and Desk Analyst in resolving IT issues received by phone, email, and Remedy ticketing system to a growing customer base of Military, Government, and Contractor users in order to meet the Government stake holders SLA/SLT. Preparing and executing the change from 8 regional service desks to an Enterprise Service Desk with two separate geographical locations. Monitor ticket, phone, email, and IM traffic to identify regional and enterprise trends affecting the users, then communicating with other regional desk and higher tiers to track and resolve the issue. Research and provide analytical data verbally or in report format as required. Conduct other functions as identified by the stake holder

Kansas City, Missouri Area

Making and being accountable for decisions in regard to customer service, quality control, process changes, personnel and other day to day functions of a 24/7 Tier 1.5 Enterprise Service Desk. Manage and provide guidance for a growing number of Junior and Senior Analyst Service Desk personnel with day to day functions, scheduling, meeting training requirements, and minor HR needs. Oversee the use of and provide technical guidance in the BMC Remedy ticketing system with a primary focus on Incident Management, Service Request Management, and Foundations Management People Records. Assist Junior Leads and Desk Analyst in resolving IT issues received by phone, email, and Remedy ticketing system to a growing customer base of Military, Government, and Contractor users in order to meet the Government stake holders SLAs. Preparing and executing the change from 8 regional service desks to an Enterprise Service Desk in two separate geographical locations and. Monitor ticket, phone, email, and IM traffic to identify regional and enterprise trends affecting the users, then communicating with other regional desk and higher tiers to track and resolve the issue. Research and provide analytical data verbally or in report format as required. Conduct other functions as identified by the stake holder.

Usmc It Center, Kansas City, Mo

Oversee daily Service Desk personnel and Queue Manager. Assist Desk Analyst in resolving issues received by phone, email, and Remedy ticketing system. Preparing and executing the change from 8 regional service desk to an Enterprise Service Desk at this location. Research and provide analytical reports as needed.

Kansas City, Missouri Area

Overland Park, Kansas

Tasks include returning client calls, answering the phone for inbound client support calls, managing trouble tickets, remotely assisting clients via desktop connection software, documenting solutions and processes, and responding to e-mails. Implement new solutions, collaborate with vendors, and advise clients on technology best practices. Client-facing role, with exposure daily to end-user questions, network/desktop troubleshooting, and the opportunity to both learn and apply new skills.

Kansas City, Missouri Area

• Review medical records and determine eligibility for Admissions into a skilled nursing environment• Supervised and managed 1 part-time employees• Verified insurance benefits and authorizations• Performed customer service: Toured potential clients and/or family, gave information of the phone, completed admission forms with residents, fielded resident complaints and if needed, forwarded up the chain of command for resolution• Utilized MS Word, Excel, and Access in day to day taskIT RESPONSIBILITIES:• Provided maintenance and troubleshooting of all technologies in the location• Was lead person for planning, coordinating, and overseeing the implementation of web based medical records called and a building wide WiFi• Local database administrator for our web based Electronic Medical Records (MatrixCare)

Kansas City, Missouri

• Supervised and managed 4 – 7 personnel in the Human Resource field; Indirectly managed 4 subordinate unit’s HR departments• Planned and Managed the HR requirements for deployment, day to day function, and return of a 500+ person Battalion 2005-2006• Planned and Managed the HR requirements for deployment, day to day functions, and return of a 1000+ person Brigade 2008-2009• Gathered and interpreted data for reporting purposes• Advised on HR related issues/guidance during planning by researching, interpreting, and/or creating new HR policy.• Resolved customer issues as related to benefits, pay, advancement, awards, retention, evaluation, retirement, and other subjects• Other training and experience in logistics, combat engineer, legal specialist, and chemical nco.• Utilized MS Word, Excel, Access, Power Point, and Outlook to accomplish daily task• Developed multiple databases in Access and Enable to assist in tracking personnel information and training• Attended three major leadership training courses• SKILLS: Leadership, team work, time management, communication, decision making, delegating, problem solving, flexible, work exceptionally under stress, quick learner, dedicated.

Network And System Administration/Administrator

Technical Competencies: -Installing, configuring, managing, and maintaining hardware. -Windows Server 2012 and Windows 7 configuration.

General Studies

General Studies