Danielle M. Email & Phone Number

United States

Leadership of 90 skilled IT professionals across four regions. Directs managers of four IT teams: Server Infrastructure, SecOps, Service Desk, and Collaboration Services. Responsible for technology experience of 12,000 employees worldwide. Develops continuous improvement initiatives. Oversees project planning. Member of AI governance board. Implemented AI-based digital workplace assistant. Creative marketing plans to increase employee adoption of AI-based digital assistant. Jira Service Management administration. Strategic leadership to drive OKR results. Developed IT communications strategy to include standard templates and procedures. Writes clear and concise company-wide IT communications. Maintains relationships with vendors. Oversees departmental budget.

Westminster, Co

Managed the day-to-day operations of the global help desk with 50 global direct reports. Leads with empathy, transparency, and confidence. Identifies shortcoming and works to coach team towards improvements. Identify, research and resolve complex technical problems. Create and manage escalation procedures and ensure service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Establishes worldwide Help Desk support standards and documentation requirements.Develops IT communications to a non-technical audience. Establishes hardware standards and maintains vendor relationships. Provides metrics for QBR to CIO.Key Accomplishments:Stood up 24/5 Tier-1 Help Desk in Chennai, India by hiring and training 7 help desk technicians, developed SLAs and standard operating procedures, and ticketing tool enhancements. Vendor selection and vendor relationships to ensure cost savings of 12% for computer hardware equipment for PC and Apple devices. Implemented and administered Jira Service Desk for global IT operations team which resulted in our ability to move from a 15 year old home-grown ticketing tool to modernize our workflows and improve the employee digital experience.

Westminster, Co

Responsible for all hardware, software, and remote access network connectivity for over 800 on-site and remote end-users. Design specs and configure workstations and peripherals including Blackberry, iPhone, Android devices. Proactively educate end-users and colleagues for technical processes. Support sales conferences and trade shows. Work closely with server, network, and business application teams to troubleshoot and identify solutions. Mentored, trained, and supervised several help desk technicians, managed ticket queue, Organized and documented help desk processes and maintained a help desk Sharepoint site. Assisted other US regional help desk ticket queues and escalations when they were short staffed. Created and managed Active Directory user accounts. Managed fully stocked PC inventory.

Responsible for support of off-site client on an as needed basis for projects and day-to-day technical support. Completed server and workstation upgrade project. Implemented ACT to aid the office manager in daily data entry tasks. Supported all home-based office equipment for employees. Upgraded Quickbooks and moved all necessary databases to new server. Technical contact for Mailstreet, Mailfrontier, and Qwest DSL.

Boulder, Colorado

Responsible for deploying and maintaining 200 PC's, 75 laptops, and all related hardware and software including warranties and consumables. Assisted systems administrator in deploying and maintaining Windows NT and 2000 servers. Responsible for technical support of software, hardware, network connectivity, printers, copiers, fax, mail server, productivity software, Mitel phone system and all peripherals. Created and maintained an asset tracking database in Access 2000. Created and maintained active directory user accounts and MS Exchange mailboxes.

Boulder, Colorado

Performed hardware and software installs on HP and Dell workstations. Technical support of software, hardware, printing, network connectivity, RAS, TCP/IP, scanners, IIS 4.0, Microsoft Exchange, and Palm devices. Administered user accounts in Active Directory and Microsoft Exchange. Assisted IT manager in upgrading workstations to W2K Pro.

Boulder, Colorado

Performed hardware and software installs on HP and Dell workstations. Technical support of software, hardware, printing, network connectivity, RAS, TCP/IP, scanners, IIS 4.0, Microsoft Exchange, and Palm devices. Configured and administered an IIS server used for bug tracking and firewall administration. Administered user accounts in Active Directory and Lotus Notes/Domino.

Lafayette, Colorado

Implemented a job costing/tracking system that was fully integrated with MAS90 to aid the sales department in tracking customer orders and costing of parts. Technical support of Novel 4.x, Windows95, software, hardware, network connectivity, MAS90, barcode scanners, printers, copiers, and fax. Responsible for preparing yearly inventory audits which resulted in a perfect audit in 1999; yielding the largest Christmas bonus pool.