Daniel Dore Email & Phone Number

-Act as trainer and primary escalation point for new team members.-Oversee all aspects of new hires during first 4 weeks-Designed and implemented new training program to reduce new employee on-boarding time by 4 weeks.-Designed continuous training curriculum for current team members to maintain skills.-Interview candidates for full-time and internship positions.

-Diagnose and repair various issues via a phone queue, Email, Remote Assistance, and walk-up visits in a fast-paced environment and log help requests into an IT Service Desk database.-Install, configure and troubleshoot hardware, including desktops, laptops, peripherals, and network equipment.-Configure software packages, including operating systems, desktop software and custom applications.-Troubleshoot new Windows, OS X, and Debian issues and create help system solutions for other agents to reference.-Maintain documentation for Windows and Debian dual-boot workstation with build instructions and solutions to known issues.-Test and qualify new OS X images for new deployments and upgrades and document instructions for end-users to follow.-Support IT Asset Management on yearly refresh of 300-500 desktops/laptops, replacing and recycling obsolete equipment to keep up with latest IT standards.-Perform weekly office moves and act as coordinator of large-scale moves during overnight and weekend shifts.-Oversee setup of equipment for new company hires to ensure computer, accounts, etc. are ready on employee’s first day.-Act as primary escalation point for all mobile device issues, including iOS, Android, and Windows Mobile.-Managed project to upgrade senior management members to Surface Pro 3 tablets.-Act as one of two primary Mac technicians and as a liaison to Mac Administrators.

-Traveled with Sales team to assist current customers or land new clients.-Assisted clients in implementing product into both standard and highly customized ad servers.-Created personalized code for large-scale website owners & companies (Custom Javascript, CSS & HTML knowledge required to create code).-Acted as liaison between non-technical Sales team and Software Engineers.

* Responsible for installation, maintenance, and upgrade of 25 workstations: 15 Windows XP systems (upgraded to Windows 7 in November 2009) and 10 Ubuntu Linux systems.- Performed maintenance and upkeep on office networking infrastructure and intranet.-Coordinated with all 3rd-party IT and office vendors.-October 2007: installed all network communication (thernet and phones) to all desks, offices & cubicles in new office

-Answered questions from customers of online advertising company.-Addressed technical and non-technical questions from 200-300 active customers.-Created and implemented 24-hour SLA for all support inquiries, including all escalation procedures.-Helped reduce spam in help system by 80% with customized spam settings.