Danilo Gutierrez Email & Phone Number

Naples, FL, US

New York, US

As the Senior Director of Client Services & Operations at WOS (Workforce Opportunity Services), I play a pivotal role in operationalizing and overseeing the various innovative programs dedicated to creating sustainable employment pathways for underserved young adults and veterans.In this role, my key responsibilities include:Direction of Managed Services.

New York, US

Analyze company processes and procedures.Developing process enhancement strategies.Investigating shortfalls, issues, and complaints in current IT business processes.Establishing norms and standards of company IT performance.Monitoring staff performance and organizational processes.Collaborating with stakeholders to enhance productivity and staff.

St. Louis, MO, US

• Manage direct IT Support operations and projects related to IT infrastructure support. Deliver a highly available, secure, functional, computing environment to all offices and users in the Area.Directed operations of.
• Business Relationship Partner: Built the relationship between IT and the Business to become the trusted partner for delivering value and high levels of Service. Enabling Emerson business goals through the effective use.
• Solution Provider/Broker Ensured the Business standardized IT Infrastructure services and solutions aligned with Business requirements; Own all non-standard IT requests and ensure that they are routed, and ownership.
• Infrastructure Manager: Managed the IT Infrastructure for the Area ensuring the standardization & security is in line with the Global IT strategy & policy.
• Oversight and implement strategy plans and upgrade paths for systems migration of (endpoints, servers, LAN, WAN, Telephony)
• Lead ITIL/ITSM based policies and procedures that addressed incident, problem and change management.

St. Louis, MO, US

• Actively Managed regional teams of infrastructure and business application staff to plan, deliver, and support networking, servers, telephony, printing, audio/video, endpoints, local applications, web applications.
• IT budget reduction of 25% savings on the local site
• Managed teams of infrastructure and specific business application staff and/or 3rd party vendor, providing direction and development as needed.
• Acted as a technical and positional escalation point to the staff to resolve issues.
• Helped managed vendor relationships including selection, contracts, requisitions and invoices.
• Manage a budget and performs managerial accounting for IT-related expenditures across the business in Costa Rica.

St. Louis, MO, US

• Managed the Global IT Service Desk resources located in Costa Rica and as part of the Global resources in EU and Asia by monitoring the IT Service Desk Queue’s (Email, Calls, Self Service and workgroup queue) and.
• Provided the coordination of difficult problems and problems involving multiple support teams. In HPSM and Service Now
• Worked with Service Desk Trainer in identifying and developing training curriculum for Tier 1, Tier 2, SME (Subject Matter Expert) and POD (Provisioning on Demand) staff.
• Responsible with the periodic performance evaluation and goals settings for the Help Desk staff as well as their development plans.
• Worked with Service Desk QAs to report analyze and quality review meetings with Service Desk division customers.
• Coordinated with third party providers and internal providers to accelerate the resolution of Help Desk problems and requests.

JP

• Managed new services desk implementations for the business ensuring proper knowledge transfer and required resources were set in place to properly implement new and improved Help Desks.
• Managed the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved.
• Ensured that customer expectations are met or exceeded. And develop plans to meet those goals.
• Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.
• Managed process for communicating outage/emergency activities to the organization.
• Monitored and manage phone queue (participating in escalated calls as needed).

Developed and implemented company policies and procedures Manage teams or areas with broad scope or impact, including setting organizational direction/work prioritization, people development, cost management, and alignment with larger business goals. Assumed leadership for profit stabilization and volume recovery Responsible for managing a budget on a cost.

Conducted on-the-job training, classes, and sessions to demonstrate principles, techniques, procedures, and methods to designated subjects on customer service, equipment installation and troubleshooting. Recommended advancement, transfer, or termination of student and trainee based on mastery of subjects. Maintained data security and ensured the integrity.

Bachelor Of C (B.B.A.), Business Administration And Management, General

Cobit 5

Itil V3