Daniel Simone Email & Phone Number

Fort Lauderdale, Fl, Us

Hollywood, Florida, United States

• As sole Level III analyst, interfaced closely with cybersecurity, network, applications, and server teams to proactively tackle day-to-day company challenges, then triage and escalate incidents when necessary.• Handpicked by top Technology leadership to assist board members and company owners as their preferred support contact, remotely and on-location.• Configured WDS/MDT server from scratch, utilizing custom scripts to deploy workstations covering myriad uses and cutting imaging time by almost 50%.• Took active role alongside infrastructure department in maintaining file and print servers, working diligently with security department to audit and configure user security groups, policies, and patch deployment.• Migrated ticketing solution to Service Now as support manager’s right-hand man, focusing on user experience.• Helped organize on-prem Exchange migration to Office 365 from a user support perspective.• Weighed in on vendor meetings and interviews to ensure cohesion and company culture suitability.• Mentored technical support team, gladly assisting as a primary source of company and general knowledge.

Hollywood, Florida, United States

• Personally assisted company leadership and directors with any concerns, fixing them quickly and decisively.• Traveled to newly acquired companies, migrating systems and prepping them for company integration.• Imaged and deployed customized workstations and other devices worldwide, then supported rollout.• Spearheaded on-site support, including computers, IP Phones, printers, switches, WAPs, teleconference, etc.• Enacted MFA measures in conjunction with cybersecurity to protect the company, providing extensive user guidance.• Trained new support team members and solved escalated tickets, in addition to previous Level I duties.

Hollywood, Florida, United States

• Resolved a variety of software and hardware issues remotely as the front line of a tiered support team.• Closed the greatest number of tickets of all support agents monthly, from end-of-training to promotion.• Supported thousands of users across dozens of subsidiaries, each with unique decentralized environments.• Managed user credentials across several domains and ERP systems, including onboarding and offboarding.

Miami Lakes, Florida, United States

• Conducted the planning and execution of the corporate office relocation, taking charge of transferring all employee workstations, security access, alarm, and CCTV systems to the new location. Installed and configured server and network infrastructure at the new location with minimal downtime.• Presented and implemented proposals switching the company email archival and remote assistance solutions, drastically reducing running costs in labor hours and licensing, and cutting average support call length by a full third.• Standardized workstation equipment companywide, reducing waiting times for parts and support.• Implemented PBX-integrated outside-facing and departmental internal support hotlines.• Became the company primary contact responsible for environment additions and maintenance of the market-leading LOS (Loan Origination System), Encompass.• Leveraged the Encompass API, VB, and C# to implement custom functionality in the company environment. • Revamped and automated the company ticket system, supporting 250 users and decreasing average resolution time by more than 25%, bringing it under the industry average and raising satisfaction levels.• Took point and cooperated closely with over a dozen active third-party solution partners.• Substantially grew the company knowledge base, formally detailing goals, procedures, guides, and plans. • Interviewed, mentored, and led the two other members of the department in projects and daily tasks.• Defined and oversaw employee onboarding and offboarding procedures, with a heavy focus on security.

Broward County