Danielle Riley Email & Phone Number

United States

United States

• Prioritize and assign work to best suited staff members
• Train staff on work methods and procedures
• Keep management abreast of operational status through verbal and written reports
• Coordinate with customers and department management to gather business requirements to enhance existing City systems
• Provide technical leadership for establishing the best options for designing and implementing the best solutions based on sound analysis, team input and the customers' best interest
• Participates in the management of ongoing projects through business meetings, briefings with department management

Carrollton, Texas, United States

• Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
• Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
• Inspected ticket resolution performance, identifying areas of possible improvement and directing identified weaknesses to engineering supervisor.
• Set up and updated equipment for customer use in line with company standards and procedures.
• Configured VoIP phones according to company standards.
• Troubleshot problems or issues with desktops and laptops.

Carrollton, Texas

• Led 12 team members in identifying devices impacted by cyber attack
• Recovery of 800+ devices from malware. Reset environment to pre-disaster state
• Establish new standards for deployment and workflows on new computers
• Assisted in full service of restores from server backup restoration to clients.
• Conducted inventory during reissue of all equipment

Carrollton, Texas

Addison, Texas

·Manage Helpdesk requests from internal users which include troubleshooting hardware, software applications, operating systems and network connectivity issues.·Provides support of desktop and laptop systems running Windows.·Created and Refined New Hire on-boarding process in coordination with HR.·Preformed all new hire IT Orientations·Testing and deploying.

Garland, Texas

• Provide timely response to clients on all application issues.
• Investigate issues reported from the field. Work in conjunction with the AIS to provide remote support, including off business hours.
• Monitor and document calls in MS Excel, Remedy, and Service Plus.
• Support HyperCare, on-call support 24/7.
• Perform light clerical duties in the office.

Dallas, Texas

• Monitor service levels at multiple vendors.
• React to Service Level variations by working with vendors to match staff to demand and/or reallocate call volumes.
• Maintain a detailed record of activities, actions and impacts.
• Prepare regular and ad hoc reports of Service Level.
• Serve as vendor contact for Service Level issues and resolution.
• Communicate changes to team.

Plano, Texas

Phone support for Dell laptops and desktops.

Bachelor Of Applied Science (B.A.Sc.), Technology Management

Associate Of Science (A.S.), Computer Networking Systems Technology