Danielle Riley Email & Phone Number

Little Elm, Tx, Us

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•Subject matter expert on software and hardware•Document and implement best practices within Support Services•Communicate highly technical information to both technical and non-technical personnel•Monitor incidents within the Information Technology Service Management system and follow up to ensure satisfactory and timely resolution of incidents•Coordinate with infrastructure services, application support and other applicable groups when needed

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.• Provided graphical user interface-level assistance with server configuration and administration.• Disconnected and reconnected desktops and peripherals to support office moves.• Supported operating system and various tools and applications.• Rolled out software updates and applied server patches to thwart threats from penetrating networks.• Collaborated with vendors to locate replacement components and resolve advanced problems.• Removed malware, ransomware and other threats from laptops and desktop systems.

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 new client/server applications and hardware in an enterprise environment.·Image and deploy workstations for new hires and system upgrades.·Maintain/Manage Imaging server (SCCM 2012) including creating, updating, and deploying task sequences, driver packages, and OS.·Manage AD Users, Computers, Permissions, and Resources.·Create/Migrate/Maintain user mailboxes/archives, distribution lists, and resources in Exchange and Office 365.·Update Global email signature using HTML including graphics with embedded hyperlinks.·Manage Lync/Skype for Business phone system, adding users, creating/updating ACD queues.·Deploy/Update/Maintain 3rd party software security monitoring software to all laptops.·Setup/Tracked/Maintain mobile devices (phones, mobile hot spots, and tablets) including firmware and app updates, wiping and reloading, as well as working with vendors to upgrade as needed.·Participates in projects and initiatives as they relate to the end-user support function.·Assists with various administrative and record-keeping activities such as fixed asset inventory, software license management and user account management.·Perform code promotions into production environment (HTML and SQL)·Manage system backups and restores, run point on backup software and hardware updates/changes·MS SharePoint administrative duties including user rights, security groups, creating and managing pages.·Perform metric and compliance reporting·Maintain system security utilizing industry standard anti-virus·Add/remove office access via security badge system, communicate with building for after-hours, gym and garage access.

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.• Identify business process excellence improvement opportunities.• Share knowledge and assist new and less experienced team members and collaborates.• Communicate proactively with team members regarding vendor and line of business status, make suggestions for correcting issues.• Respond to client requests and complete deliverables accurately and on time.

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