Daniel Smith Email & Phone Number

Global

Developed global network of subcontractors in 6 regions of the world including the USA and Canada, Latin America, Europe and Russia, southwest and central Asia, Monsoon Asia, and Africa.Negotiated and established business to business subcontractor service delivery agreements.Managed the relationship of all subcontractors/service partners.Responsible for the resolution of all subcontractor related disputes.Designed and implemented subcontractor related service delivery processes and procedures. Designed and implemented internal subcontractor related operational procedures.Ensured all subcontractor contract details and terms of the agreements were available for the various operational departments and teams (call center, field services, accounting, and logistics) that relied on this information.Accountable for all service delivery objectives of all subcontractors.Responsible for all subcontractor provided service delivery changes including onboardings.Managed service delivery commitments of subcontractors based on committed terms.Ensured all vendor and subcontractor invoices were submitted for payment in accordance to agreed terms.Ensured all vendor and subcontractor invoices were paid in accordance to agreed terms.Responsible for ensuring all that subcontractors and vendors completed all client site and client specific training requirements.Responsible for ensuring all vendors and subcontractors maintained general commercial insurance as well as workers compensation insurance (where required) and maintaining a records system with all current certificates of insurance.

Houston, Texas Area

Post jobs, screen candidates, assist with interviews, conduct screening of candidates.Prepared new hire offer letters and processed all new hire documents.Prepared employment agreements for international employees.Assisted payroll department with employee & Sub-contractor payroll.Assisted in the management of 401k and other benefits programs.Led and assisted with the development of corporate and operational policies & procedures as well as their implementation.Coached and trained the management team on employment laws and employee development.Assisted in the management of Corporate Insurance program.Assisted the controller in the preparation of all HR taxes and audits; internal & external.Managed Workers Comp, Safety, and MSDS programs.Assisted with and helped manage the employee evaluation process.Managed employee time & attendance.Assisted with W-2’s, 1099’s, sub-contractor insurance and file set-up.Maintained employee and subcontractor files.Completed and maintained corporate entity registrations (Singapore, Russia, and Kazakhstan).

• Processed escalated calls, issues, and requests via call tracking system (Vantive, PeopleSoft CRM 8, and Remedy).• Successfully demonstrated the ability to effectively manage projects within budget.• 24 hours a day and 7 days per week focus on Service Level Objectives and Service Quality.• As part of the team worked to create and maintain a positive, high-energy team environment that fostered mutual trust, respect, and a commitment to the team itself.• Effective communications with all levels of the organization and ability to manage sensitive situations. • Able to work under pressure for extended hours in order to assist with the timely completion of assigned projects and resolution of problems. • Independently identified client needs, established priorities, and developed plans to use resources to meet those priorities. • Effective problem analysis and resolution implementation in line with management and client requirements.• Managed customer relationships through direct communication with customers and/or solution teams to ensure timely and focused escalations and problem resolutions.• Monitored and delivered support metrics in areas including case closure, average speed of answer, and customer satisfaction along with other defined Service Level Agreements.• Worked with team to keep support work instructions updated.• On call via company cell phone for any escalations.

• Assist Team Manager with achieving service level objectives and client satisfaction. • 24/7 Point of Contact for Level 1 associates and Solution Teams.• Process escalated calls, issues, and requests via call tracking system (Vantive, PeopleSoft CRM 8, and Remedy). • Knowledge Base management for service consistency and the accurate processing of client requests or challenges.• Train and mentor Level 1 associates on newly implemented or modified procedures and services.• NT and Exchange Account Administration.• Diagnose end user problems/issues via email or telephone.• Provide technical assistance and mentoring to enterprise clients (office based and remote users).• Recreate/troubleshoot technical difficulties.• Analyze network outages, document issue and route to the appropriate provider group.

• Process calls, issues, and requests via call tracking system (Vantive, PeopleSoft CRM 8, and Remedy). • Knowledge Base management for service consistency and the accurate processing of client requests or challenges.• Train and mentor Level 1 associates on newly implemented or modified procedures and services.• NT and Exchange Account Administration.• Diagnose end user problems/issues via email or telephone.• Provided technical assistance and mentoring to enterprise clients (office based and remote users).• Recreate/troubleshoot technical difficulties.• Analyze network outages, document issue and route to the appropriate provider group.

Itsp, Information Technology Support Professional

ITSP - Information Technology Support Professional Dos 3.0-6.0, Windows 3.1and 3.11, Novel, NetWare, Client 32, Windows 95 and NT 4.0, LAN.

Education record