Daniel Ross Email & Phone Number

Parker, Co, Us

Purchase, Ny, Us

Los Gatos, California, Us

Primary responsibilities included leading the worldwide help-desk support team for all Laptop, Okta (Single Sign-On (SSO), Slack, G Suites and monitoring of Mac OS X Server and other infrastructure. I managed a fleet of 700+ macOS and 50+ iOS/tvOS Devices via Jamf Pro along with providing users first-class self-help via Jamf Pro self-service as well as provided one-touch solutions for our end users to resolve most issues (Printer, Software Installs from both in house apps as well as App Store apps, and Configurations). I also generated, tracked and closed helpdesk tickets for facilities and look for any trends and help drive the metrics around operational objectives for the helpdesk and overall IT infrastructure.Oversaw and helped deploy our worldwide use of Zoom Rooms along with DisplayTEN and Zoom Desktop Client for all users internal and externally when joining from remote sites. Also helped develop new ways to leverage Zoom Technology for special events and helped design and build out our new Denver HQ training and multipurpose rooms.Managed projects to further security, user education, ease of use, and stability of technology resources including but not limited to:Helping lead and run our global onboarding program and eventually being able to help hand this program to others on the team to oversee and manage while still having an ownership stake in the processes and programs continuous improvement for all new hires.Deployed a Zero Touch setup system for our macOS based devices and iOS Devices along with full integration into Okta for user logins and password management.Rolled out a company-wide initiative via Code42 Crashplan to ensure user computers were backed up.Responsible for overseeing and the purchasing of new global inventory, audits of hardware, software, and parts and replenishing and replacing as needed. I worked closely with multiple departments on completing tasks as the lead in the local Denver office and remote sites worldwide.

Joined Live Consulting initially as a Live Admin but was promoted in early 2016 to a new internalposition to support our growing needs on the Live Desk and shift in how ticket flow was handledthrough the entire company.• Monitored and helped diagnose any server outages and backup related errors via monitoring toolsmanaged by the Live Desk Team. Worked with all members of the service side to help effectivelycommunicate downtime updates to clients and internal teams.•While working in the field was responsible for all on site tickets and check in with points of contact aswell as check all hardware for any errors or issues and proceeding with coordinating replacement orrepairs along with escalating any potential emergency issues to the engineer on the team.• Helped manage and update internal Wiki and other various internal systems for all teams to ensureall documentation was updated.• Responsible for being first responder to tickets and any incoming calls.• In addition worked with engineers on various tasks and deployments that could be done remotelysuch as AV install deployments and software upgrades at various client sites and to remote users.

Denver, Co, Us

Responsible for managing all aspects of our client’s internal network infrastructure and servers, providing daily desktop and user support.• Working with fellow team members was able to get a client back up and running overnight when they were hit with the crypto locker virus and no downtime was experienced by the client.• Help educate and mentor new staff members to be able to assist any clients as well as show all new hires tools and systems we used to help increase productivity from the entire team.• Work with other teams on a continuous basis to make sure our clients technology is working and secure while at the same time ensuring that the technology they utilized was kept current or always coordinated in replacement or upgrade of equipment/systems.

I have been volunteering for the MacInTech user group for well over 10+ years providing technical support as well as introducing members to a wide variety of Apple software and hardware products as well as educating users on various 3rd party hardware and software solutions. In recent months I have hosted several of the most attended events in recent organization history. I enjoy sharing the knowledge with every level of user and find it rewarding when those begin to share what they have learned from personal discovery.

Washington, District Of Columbia, Us

Provided world class support to users in the Denver area office as well as continued support to worldwide user base at 15+ Locations as well as remote users.Helped successfully start up the Denver office from an initially planned 60 users to over 1,000+ users without any delays or setbacks for getting equipment in place and network equipment setupMy main responsibilities included managing our imaging and deployment of systems as well as maintenance, software setups, networking of office space and responding to support requests in a timely manner.Supported new user setups on both desktops and laptops and ensure that deadlines are met for new user on-boarding. Also provide basic training operation of equipment/software solutions that users interface with on a daily basis.Maintained professional relationships with vendors as well as partners on any projects we worked on worldwide.Worked with executive team members to ensure as little downtime as possible with hardware and software used on a daily basis.

Pittsburgh, Pa, Us

Provided support to over 2,000+ internal staff in multiple states supporting various computer hardware, various mobile devices, software including Office 2003 and 2007, Citrix Based apps and configuration of e-mail accounts in addition to any vendor hardware placed on site. Support outside vendors accessing Urban systems.Worked closely with staff via e-mail and and face to face to resolve technical issues and quickly help resolve any issues with speed and efficiency to not impact operations.Helped senior IT Staff setup and configure various Cisco switches/routers and Telephony systems on-site to expand network connectivity to new areas of worksite and between geographic locations nation wide.Helped plan/deploy/verify/resolve issues with various projects and initiatives rolled out company wide. I was part of a group that helped roll out a client backed hardware rollout to our staff in order to better improve processes within the clients systems.Worked closely with outside vendors on various projects that our organization was involved with.Used TrackIT! for helpdesk tickets and remote support to users at various offices throughout the country.Helped senior staff with rotation of tape backups as well as participated in on-call rotation.

Cupertino, California, Us

Worked with a team of highly skilled individuals in a fast paced environment with constant changes at many times due to business trends. Part of several very successful product launches including the iPhone.Managed any new hardware rollouts and maintenance, software setups, networking both wireless and wired. In addition to this I also educated and trained other employees to build talent from within the stores to be able to delegate various projects that needed to be done in the stores.Main point of contact at store for internal tech support issues.Trained both customers and new employees on Apple technology and software use. Worked with regional staff members on various product launches and visual refreshes on a weekly basis to ensure consistency throughout the region.