Daniel Wynn Email & Phone Number

Texas, United States

Texas, United States

Austin, Tx, Us

Key Focus: Automate EVERYTHING!Exciting stuff! Busy days!Good times!

Santa Clara, California, Us

• Collaborating and partnering with C-level and executive level contacts in all departments, to improve organizational alignment and drive execution on IT based initiatives• Initiated and drove multiple enhancements to internal AV, Networking,and physical security infrastructure, through establishing relationships within Realtor.com, it's parent company, and external partners• Authored and coordinated an IT End-User Survey to shift focus to user-centric initiative identification and prioritization• Redesigned the user-reported incident and work order workflows to improve initial response rates and increase team visibility• Increased support coverage to 24/7 through relaunching the global IT Service Desk in partnership with NewsTech• Improved business development and customer communications through implementing Zoom Video Conferencing• Improved inter-team communication through documenting the New Hire on-boarding process and all related system interactions and inter-dependencies• Automated several key application actions through GSuite, Okta, and BetterCloud, to improve operational efficiency and reduce error in the user on-boarding process• Introduced and documented IT Change Management processes and principles

Austin, Texas, Us

• Hired and developed a diverse, global, multi-functional team of 80+ members, including: Technical Specialists from L1-L3, Regional Leads, and Managers• Focused development of the global AV and Telecom infrastructure engineering and support organizations• Building and cultivating the Identity & Access Management (IAM) and IT Asset Management teams• Redefining the global identity and access management methodologies, tool-sets, and direction• Defining and implementing the next phase of Indeeds Telecom and AV infrastructure• Implemented a global cloud based inbound Contact Center in close collaboration with Customer Success• Seamlessly transitioned 8500 users across 30 offices to a new internal video conferencing system• Architected and support a Shoretel telecom platform processing 24 million calls per year• Achieved and maintained world class service delivery levels in support of our internal users• Drove improvements to the global IT equipment standards, platform monitoring methods, and support engagement processes• Implemented efficient and innovative solutions into our internal systems infrastructure• Actively engaged with our global vendors to negotiate and improve pricing strategy, communications,delivery, security, and overall solutions• Coordinated infrastructure initial implementation, configuration, and upgrades• Regularly visited Indeeds domestic and international offices to maintain relationships and organizationalvisibility

New York, Ny, Us

• Held overall responsibility for a global support team of 59 network engineers, shift leads, and technicalaccount managers• Created and utilized performance/workload analytics resulting in significant increases in employee morale and efficiency. KPI’s improved dramatically: ASA decreased by 60%. Initial response rates dropped to 9 min, beating the 15min target• Trained fellow managers in leveraging Excel to produce detailed analysis and performance trending• Designed Excel reporting methods which resulted in a time savings of 4-5 hours a week, per manager,while also increasing accuracy and consistency

Navi Mumbai, Maharashtra, In

• Peered with VP of IT and VP of Implementation Services on implementation and overall support policies, corporate network design, telecommunication system enhancement• Designed and implemented processes to improve efficiencies in overall workflow for customer requests• Created a "Follow the Sun" support model; Spearheaded the on-boarding of three international support partners through identifying core business requirements, defining and documenting applicable support processes, and allocating technical resources• Collaborated with 3rd party vendors and internal teams, to integrate new products into our current support portfolio, for facilitating quicker network and telephony problem identification and resolution• Managed and mentored a nationwide team of tier 3 engineers, with a focus on surpassing customer SLA’s in the support of Shoretel & Avaya telecommunications systems• Created engineering metrics for support and delivery teams to establish baseline performance expectations• Owned and managed all matters regarding the corporate telephony systems, including Contact Center design, core PBX configuration, carrier management (SIP, PRI), and 3rd party integrations (Avaya, Lync, etc)• Encouraged an open and collaborative environment encompassing sales, support, and delivery management, and their respective engineering teams• Maintained positive relationships with our high visibility customers and core vendors to ensure that issues are addressed well within SLA’s and in accordance with unique customer business requirements; Personally manage escalations as needed

Navi Mumbai, Maharashtra, In

• Collaborated with project managers, customers, network engineers, carriers, and hardware vendors to design & implement telecommunications systems in accordance with customers business requirements• Conducted on-site group end-user training on phone system features and use; Provided deeper technical administrator training to designated customer contacts• Provided expert-level on-site consulting for identification and resolution of telecommunication system issues• Redesigned a System Configuration Worksheet that outlines customer requirements and defines system design specific, during the discovery phase• Identified and recommend process enhancements to management, for both the delivery and support teams

Kanata, On, Us

• Increased customer account retention through resolving high visibility, critical issues for systems with 5-3000 endpoints, mixed WAN/LAN deployments, and on-site technicians with varied experience levels • Led the team in escalated service requests closed by a large margin• Peered with software and hardware development engineering teams to identify and resolve overall system defects in an efficient manner• Mentored Technical Support engineers in troubleshooting processes and system behavior/configuration• Developed and implement lab test plans for the reproduction of complex system issues involving ShoreTel IP phones, ShoreTel Voice switches, ShoreTel Client PC and Server software, and 3rd party hardware• Conferred with the New Product Introduction team to devise new troubleshooting tools and system features to enhance efficiency within the troubleshooting process and ease customer involvement• Continued to lead the team in the authoring of technical documentation and processes to the ShoreTel Knowledgebase

Kanata, On, Us

• Lead team of eleven individuals in customer satisfaction scores and number of service requests resolved• Proactively devise, author, and publish technical documentation for the ShoreTel Knowledgebase, an internal library of ShoreTel VoIP challenges and solutions• Efficiently deliver excellent technical support to Enterprise and Partner level customers• Focus on rapid identification and resolution of customer issues.• Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA). Providing ongoing, regular updates to customers to keep them apprised of progress toward problem resolution• Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support• Act as an Escalation Consult and “Pod lead” for a team of 5 engineers

Raleigh, Nc, Us

• Managed a cross functional team of twelve Tier 2 engineers• Developed and implemented training on customer relations, departmental procedures, internal systems use, and technical problem solving• Formulated analytics on engineer workload and time management for forecasting and budget analysis• Identified procedural inefficiencies and collaborated with department heads to resolve them• Created an extensive library of technical reference materials for the improvement of departmental efficiency• Interfaced with the development team to design and implement a new corporate database and ticketing system• Served as a primary contact point and technical liaison for high-risk clients• Designed, provisioned, and maintained complex LAN/WAN deployments with a primary focus on VoIP performance and “five 9’s” SLA’s• Functioned as a technical intermediary for service providers and non-technical clients• Resolved customer LAN, WAN, and VoIP system issues

Dallas, Tx, Us

• Trained new associates in the sales process and company operations• Reported daily sales performance and store inventory to management• Consistently achieved sales goals through identifying client needs and providing customized solutions• Performed proactive research on the advances in wireless communications technology, became an informational resourceto fellow co-workers