Danielle Olson Email & Phone Number

Dacono, Co, Us

Longmont, Colorado

 Manager of 8+ Technical Support Engineers (tier 1, 2 and 3) in the support of 12+ proprietary government contacted applications and its users in 50 states and additional U.S. territories.  Lead the hiring of new employees which doubled the team size in under 6 months while created a structured training plan and SLAs to ensure issue resolution times and quality of work never wavered.  Created companywide Knowledge Base. This site has been and is being used for all new hires and for the reiteration of process, procedures and definitions of metric reporting. . Created valid performance metrics and reporting for bi-weekly and monthly meetings. Verified application releases and new applications deployments are properly tested, configured and  supported. Performed quality assurance on calls, tickets, and orders to ensure high quality of service Implemented solutions for higher productivity, reporting results/coaching and volume trends resulting in average ticket resolution going from an average of 2.36 days to .45 hours. Supported company partners, business analyst and program managers by creating complex SQL scripts, cmd based scripts and compiling of pulled data into Access Databases for internal and external use.

 Responsible for the support and maintenance of 30+ GUI and Unix based applications.  Troubleshooting for internal and external users. On-call event and testing support Lead on multiple projects, delegates work and maintains time lines Implemented process improvements and provided online documentation of new and current processes. Creating and presenting training to a 100+ employees. Represented my department in meetings, providing insight and application specific knowledge.

Greater Denver Area

 Responsible for maintaining current and accurate information to the E911 database.  Work closely with all the service providers and PSAPs in the state to resolve problems with customer records in ALI, MSAG updates and any service orders issues.  Have been involved in the implementation of a new product/service (IEN) from the ground up and was considered the Subject Matter Expert for the department since Washington is the first state to be fully IEN. Helped to create a new SharePoint Site and write process documentation

Greater Denver Area

 Managed billing, scheduling and payroll.  Negotiated vendor contracts for 6 figure purchase orders  Dispatched to customer sites to make changes, repairs, and installs to telephone systems. Maintained job timelines, keeping techs on schedule and tracking expenses. At new installs provided cabling, terminating and testing as well as programming of new and existing systems.  Worked daily with a diverse number of systems to perform programming to large telephone systems.  Lead training on new applications for large groups, up to 300 customers, and in one on one meetings.  Have obtained certifications on Nortel and Cisco systems.  Troubleshooting of computer systems and hardware.

Greater Denver Area

Installation of large PBX systems. Cabling, programming and training.