Danny Graham Email and Phone Number

Hired as a consultant of a 5 man small business team focusing on library system services. The company was able to leverage my ability to plan design and implement traditional hardware-based legacy solutions, consultation of cloud-based network/application solutions. as well as an overall understanding of library organizations technological needs. Completion of 5 small network projects using VMware Vsphere vitalization products, combined with Windows 2008R2 server, Exchange 2010, Mail Essentials email security/anti-spam software solution, and Kapsersky endpoint security solutions. These projects demonstrated the ability to discuss the technology objectives with directors and IT staff, often suggesting sustainable and scalable solutions that bring added value to the libraries offerings as well as staying with in the customers budget. Deeply involved in the procurement of new hardware, rolling out new software installs, maintaining the disk images for new computer installs, making sure that licenses are paid for and up to date for software that need it, maintaining the standards for server installations and applications, and monitoring the performance of the network, checking for security breaches, poor data management practices.Nightly tasks include working with Spiceworks helpdesk solution to check for any tier 3 escalated calls, documentation of any and all hours spent with respect to project work, remote access to servers performing P2V migrations, server updates that require rebooting of the server decreasing downtime, and planning next phase of the current project or one that has yet to start.

Duties include working directly with the partners to identify issue with Lotus Notes, iPhones, Blackberry, CheckPoint VPN connectivity, and other common pc issues. Onsite support and maintenance to the Chicago office. Responsible for hardware and network connectivity resolution, followed by documentation of process and policy. Required to provide a quarterly update for any iOSX issues, news, changes or implementation of technology that impact the organization. Twice a month an instructor based class for internal employees is offered on Microsoft products, Lotus Notes and a Road Warrior series that I created for consultants who are on the road. Instrumental in changing the face of Information Resources by raising customers service satisfaction ratings by 30 percent in 2009 satisfaction survey by offering first class technical support that is easy for users to understand. Added another dimension to our support matrix using my knowledge of OSX.7 Server, Open Directory, and Apple Remote Desktop to create and deploy software update packages, custom images for machine builds, network share administration and hardware maintenance for laptops and desktopsPerformed routine maintenance on servers including service packs, security patches, hot fixes, and software updates. Managed user and computer accounts in Active Directory for employee new hires setups, changes, and terminations.

Hired in 2006 to move the Hanley Wood Addison office of the Business Media Division to a new office location in Chicago and offer technology support to that office. Provide direct technical support to the business media units (desktops, laptops, and BlackBerry), corporate staff, operations, and management. In the first year raised the level of customer service by providing superior technical support via the telephone & email, successfully resolving complex issues and ensuring that users meet business objectives. Developed a comprehensive training program on ways to use Microsoft Outlook 2003, content geared for the Regional Sales Directors. Supported Softcare K4 workflow plug-in for InDesign and InCopy. Performed network administration task including setting up network accounts, troubleshooting corrupt user profiles dors , resolving connectivity problems relating to VPN clients, interfacing with outside vendor when needed and documenting all issues in BMS (Magic) Service Desk solution.

Hired as a system tech level 1 to support the museum’s diverse environment of exhibits, ticketing system, and business departmental infrastructure. Maintained workstations of the museum’s departmental business systems. Performed network administration tasks, including setting up network accounts.Recognized for outstanding customer service with numerous customer-support awards. Instrumental in creating the inventory and deployment process of business workstations by integrating tasks into Track IT, a software helpdesk solution.