Dan Japko Email & Phone Number

Charlotte, North Carolina, United States

• Supporting computer hardware refresh with Windows 11 laptops. Imaging and deploying new devices to users, focusing on user data backup and restoration.• Providing quality customer service before, during and after laptop deployments.• Working with other IT teams to identify and resolve deployment issues and concerns.

Charlotte, North Carolina, United States

• Supported 4500+ employees as first-level support. Perform basic troubleshooting for hardware and software issues remotely via MSRA and Quick Assist.• Created, resolved, and triaged support tickets in ServiceNow• Troubleshoot Citrix VDIs and AVD resources (individual and pooled desktops)• Managed individual and shared mailboxes in Exchange (EAC and Exchange Online)• Provided first-level troubleshooting and support for AIM and ImageRight

College Station, Texas, United States

• Provide level two incident and request support for IT services.• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware.• Configure, install, and troubleshoot PC hardware and software (including laptops, desktops, tablets, and printers).• Coordinate with second and third level teams to diagnose complex hardware and software issues.• Trained three first-level support team members and one team lead on incident and problem management and resolution.

College Station, Texas, United States

• Support 1000+ city employees with IT issues and concerns. Perform basic troubleshooting for hardware and software issues over the phone.• Assisted IT department during migration to Microsoft 365 (Exchange Online, OneDrive, SharePoint)• Led change management board meetings and coordinated with the IT department on the scale and timing of planned changes.

College Station, Texas, United States

• Support 1000+ city employees with IT issues and concerns. Perform basic troubleshooting for hardware and software issues over the phone.• Image new and replacement city computers (referencing replacement schedules and guidelines) and prepare retired computers for auction.• Use CJIS Level Clearance to support CS Police Department.• Achieved a 93% resolution rate for tickets within SLA guidelines.• Assisted IT department during migration to Microsoft 365 for city email and Office apps• Helped enable nearly 300 users to work remotely, and rolled out over 100 laptops for remote work in March 2020• Wrote and updated internal documentation for current and future technicians.

Bryan, Texas, United States

• Greeted customers, answered questions, and assisted with purchase of merchandise.• Processed transactions involving cash, credit, or financial aid using POS system.

Austin, Texas Area

Processed new business submissions from physicians and medical groups looking for medicalmalpractice coverage in the United States.● Took on special projects like creating a new training manual and entering large groups of100 individuals or more.● Communicated with underwriting and sales/business development departments tocorrectly enter unusual submissions.● Maintained a submissions spreadsheet to track the past year’s work accurately.

Austin, Texas Area

Processed and resolved sales orders for educational institutions (K-12 and higher education) inthe United States and Canada, and offer phone support for educational, government, andreseller sales order issues and concerns.● Handled orders from high-priority customers in the US and Canada and ensured thatthese orders were booked accurately● Provided phone support for customers on shipment, billing, order status, andaccount-level issues. Gave customers as much accurate information as possible whilefollowing Apple positioning.● Maintained an accuracy rate of over 99% while booking 45 orders a day.● Communicated with leadership and other sale support agents to correctly book unusualorders and handle unusual phone calls. Identified why I made mistakes in order to avoidthem in the future.

San Marcos, Tx

Co-produced a weekly sports talk show. Served as play-by-play and color announcer for TexasState football, baseball, and volleyball games. Produced sports updates for a daily KTSW newsprogram. Operated audio board in the station’s main studio.● Prepared with co-hosts and announcers for shows and games in order to ensure we hadinformation that was insightful and relevant to the broadcast.● Operated audio board to ensure station broadcasts sounded fluid and natural.

San Marcos, Tx

Produced news stories for “In the Public Interest,” variety news show, and “Tech Talk,” technology beat

San Marcos, Tx

Produced and directed a university-focused variety show. Managed studio crew and on-airtalent. Organized bi-weekly group meetings.● Directed 5-10 crew members (behind and on-camera) for a variety show based out of aset-based studio. Instructed crew members on proper equipment usage and directedon-air talent in order to create an appealing TV show.● Organized the show into an official school organization, with the help of other seniorcrew members. Provided structure to the show outside of filming days by holdingbi-weekly meetings and communicating with members on ideas for pre-shot packages.

Austin, Tx

Shot news and sports B-roll using news camera; operated audio board; wrote stories for station website; assisted reporters and photographers on live shots and stories; took photos for intern experience newsletter

Associate Of Arts And Sciences - Aas, Information Technology

Bachelor Of Arts (Ba), Mass Communication-Electronic Media

Activities and Societies: La Bella Vida president/executive producer, KTSW Assistant Sports Director, National Association of Hispanic.