Daniel J.

Daniel J. Email and Phone Number

Enterprise Service Desk Operations Lead at Leidos @ Leidos
reston, virginia, united states
Daniel J.'s Location
Kansas City Metropolitan Area, United States
Daniel J.'s Contact Details

Daniel J. personal email

n/a
About Daniel J.

You know, my passion for computers began in my youth. I took a beginners computer class that taught us how to write simple programs in Basic, and it really excited me. After graduation I took a different path joining the military but the newer IT world had taken hold. So, during that 23 year career, I continued to improve my computer knowledge base. I used Technology every chance I was given to make my task quicker, more efficient , and easier. I even created a few databases in Enable and Access for tracking human resourse data and training requirements. The day to day use of technology helped me achieve my duties as the Brigade Senior HR Master Sergeant to smoothly prepare, deploy, maintain and return the soldiers who depended on me.When I transitioned out of the military, I became an admissions coordinator for a Skilled Nursing Facility and was the go to person for IT issues. While I was there,, we implemented electronic medical records and a building wide WiFi. I was the lead person for planning, coordinating, and overseeing the implementation of the new applications. Once completed, I had the role of administrating the medical records database system.It has been the culmination of the major and minor skills I learned in the military (leadership, teamwork, communication, decision making, and time management) combined with my years of customer service, information technology skills and certifications that has allowed me to advance to my current role as the Senior Lead for a fast growing Enterprise Service Desk being implemented by the USMC.This is what I bring to any organization or employer.

Daniel J.'s Current Company Details
Leidos

Leidos

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Enterprise Service Desk Operations Lead at Leidos
reston, virginia, united states
Website:
leidos.com
Employees:
24071
Daniel J. Work Experience Details
  • Leidos
    Enterprise Service Desk Operations Lead
    Leidos May 2021 - Present
    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
  • Perspecta
    Operations Lead Enterprise Service Desk
    Perspecta Dec 2019 - May 2021
    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
  • Strategic Data Systems (San Diego)
    Senior Lead
    Strategic Data Systems (San Diego) Feb 2018 - Dec 2019
    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.
  • Strategic Data Systems (San Diego)
    Enterprise Service Desk Lead
    Strategic Data Systems (San Diego) Apr 2017 - Feb 2018
    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.
  • Strategic Data Systems (San Diego)
    Service Desk Analyst
    Strategic Data Systems (San Diego) Sep 2015 - Mar 2017
    Kansas City, Missouri Area
  • Erickson Solutions Group
    Remote Client Engineer
    Erickson Solutions Group May 2015 - Sep 2015
    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.
  • Timberlake Care Center
    Admissions Coordinator
    Timberlake Care Center Oct 2009 - Jan 2015
    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)
  • Us Army
    Master Sergeant / Brigade Senior Human Resource Nco
    Us Army Sep 1986 - Oct 2009
    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.

Daniel J. Skills

Leadership Team Building Information Technology Customer Relations Windows Server Client Relations Training And Development Networking Customer Satisfaction Troubleshooting Client Services Military Leadership Team Management Team Leadership Process Improvement System Administration Quality Assurance Outlook Follow Through Skills Microsoft Office Military Experience Training Time Management Customer Service Long Term Care Customer Support Project Planning Decision Making Teamwork Management Project Management Research Problem Solving Security Servers Technical Skillset

Daniel J. Education Details

  • Centriq Training
    Network And System Administration/Administrator
  • Metropolitan Community College - Longview
    Metropolitan Community College - Longview
    General Studies
  • Metropolitan Community College-Penn Valley
    Metropolitan Community College-Penn Valley
    General Studies

Frequently Asked Questions about Daniel J.

What company does Daniel J. work for?

Daniel J. works for Leidos

What is Daniel J.'s role at the current company?

Daniel J.'s current role is Enterprise Service Desk Operations Lead at Leidos.

What is Daniel J.'s email address?

Daniel J.'s email address is da****@****are.com

What schools did Daniel J. attend?

Daniel J. attended Centriq Training, Metropolitan Community College - Longview, Metropolitan Community College-Penn Valley.

What skills is Daniel J. known for?

Daniel J. has skills like Leadership, Team Building, Information Technology, Customer Relations, Windows Server, Client Relations, Training And Development, Networking, Customer Satisfaction, Troubleshooting, Client Services, Military Leadership.

Who are Daniel J.'s colleagues?

Daniel J.'s colleagues are Natasha G., Michelle Kyzer, Allen Taylor, Allan Morley Smith, Timothy O'connell, Kenan Pozegic, Andrew Loughran.

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