Daniel Wynn Email & Phone Number

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

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

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.
• 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.
• 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

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

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.
• Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support

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

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