Daniel M. Email & Phone Number

United States

Lead and manage all IT initiatives for Facilities, Real Estate and Auxiliary Services at the University of Delaware that align with organization and University goals. Manage complex IT issues, implement effective troubleshooting methodologies, drive improvements that support the processes for the organization. Adept at mentoring and guiding team members, work with Senior Leadership to align IT goals with the business goals, ensuring high quality service delivery and maintaining customer satisfaction. Proven ability to manage critical incidents, oversee system upgrades, and collaborate cross functionality to resolve technical challenges. Strong track record in optimizing support workflows and enhancing operational efficiency. • Successfully coached and developed an underperforming employee.• Worked with Human Resources to curate custom training programs for staff in the areas of Strategic planning and professionalism/communication. • Serve as an IT Pro on several IT projects in conjunction with the Project Management Office.• Develop and led extensive projects for the FREAS team.• Develop and implement inventory management system.• Mitigated critical systems affected by CrowdStrike Outage- July 2024.• Developed and led the computer and iPad refresh.

Lead and manage all IT initiatives for Facilities, Real Estate and Auxiliary Services at the University of Delaware that align with organization and University goals. Manage complex IT issues, implement effective troubleshooting methodologies, drive improvements that support the processes for the organization. Adept at mentoring and guiding team members, work with Senior Leadership to align IT goals with the business goals, ensuring high quality service delivery and maintaining customer satisfaction. Proven ability to manage critical incidents, oversee system upgrades, and collaborate cross functionality to resolve technical challenges. Strong track record in optimizing support workflows and enhancing operational efficiency. • Serve as an IT Pro on several IT projects in conjunction with the Project Management Office.• Develop and led extensive projects for the FREAS team.• Develop and implement inventory management system.• Mitigated critical systems affected by CrowdStrike Outage- July 2024.• Developed and led the computer and iPad refresh.

Embedded IT support for Facilities, Real Estate and Auxiliary Services supporting all technology hardware and software needs for the client. Mentor student staff and train on various tasks such as computer reimaging. Handle escalations within the ticket que and respond to client inquires in a timely manner. Participate and lead team projects to support the client across all levels. • Mentor Level I technicians and student workers in all areas of IT support the client.• Manage Active Directory• Support Building Automation software• Creating new and revising current documentation• Manage equipment inventory

Elkton, Maryland, United States

Gore is a materials science company focused on improving lives through discovery, product innovation and rewarding careers for our Associates.• Proactively manage escalated incidents through resolution and/or de-escalation to lower support levels, assist on various more complex web, infrastructure, and applications incidents• Provide support to lower tiers• Process on-boarding, separations, and application permissions• Champion Autism to Work Team

West Chester, Pa

• Lead Tier II & III desktop support for remote population• Improved processes by evaluating and recommending long term solutions to improve overall IT support to the campus community• Maintain knowledge of all application software and operating systems used across the campus in order to continue delivering the highest level of support• Identify trends by analyzing tickets, support requests and other inquires and make recommendations to address the trends• Improved documentation process by collecting data from support tickets and building knowledge base articles with a resource of common and known issues• High satisfaction rating among campus community • Establish and maintain partnership with Third Party Hardware and Software Vendors. • Built and maintain Standard Operating Procedures (SOP’s)• Adobe Creative Cloud• Active Directory• SCCM• MDM - WorkSpaceOne

Immaculata, Pa

• Led Tier I & II Support • Mac Lab Administrator(Build and Deploy Mac images)• Responsible for System Administration duties• Management of all Work Study Employees• Led the development of relationships with Third Party Technical Support Vendors• Praxis Testing Center Technical Administrator • Adobe Creative Cloud Administrator • Active Directory• Event Management System Administrator• MDM - Deploy Studio Runtime• O365 Administrator

Malvern, Pa

• Led remote support of proprietary clinical applications • Managed daily high call volume• Closed 97% of tickets without escalation

Philadelphia

*Mechanical and Electrical Inspections of Industrial Motors and Generators*Work Leader*Troubleshooting Electrical and Mechanical issues*Officially Trained on SKF Baker AWA IV.*Test run of Electrical Motors and Generators

Philadelphia International Airport

Achievements: FAA Red Ruby Award

Education record

Information Technology

Apple Mac Technician (Amt)

Lenovo Warranty Services Authorization & Claim Administrator Course

Associate In Applied Science, Information Technology/Helpdesk/Technical Support

Graduated with Honors

Diploma, Aviation Maintenance

FAA Airframe and Powerplant License

111Th Fighter Wing, 111Th Maintenace Squadron, Aircraft Fuel System

Activities and Societies: Aircraft Fuel System School Class Leader Pennsylvania State Commendation Medal

166Th Airlift Wing-(166Th Medical Squadron, 142Nd Air Squadron), Medical Technician Training

Activities and Societies: Nationally Registered Emergency Medical Technician Squadron Medical Entity Managed Medical Library