Dan Osborne Email & Phone Number

• Perform determination and resolution of any incidents escalated to team according to Desktop guidelines• Resolve problems by changing configurations, re-installing software, replacing broken components or escalating to proper authorities when required• Installs and configures desktop software and hardware for the organization• Familiarity with AD and SCCM to administer users and devices, run reports and manage computers• Support and installation for Windows 10, Windows 11 and Office 365 applications. • Provide on-site support and setup for meetings, conference rooms and training rooms• Communicates with other Denver Health departments and service teams as necessary to complete multi-department problems and projects• Review, manage and prioritize ticket queues – maintain detailed notes on tickets and effective communication with customers and VIP staff• Maintain IT inventory and provide reports and status to management as needed• Maintain the confidentiality and integrity of any PHI or PII. Ensure all devices are correctly secured with encryption via Trellix/McAfee.• Maintenance, support and configuration for Dell thin clients – use of Wyse Management System (WMS) to maintain current software packages on devices• Assist telecom team with physical phone and softphone configuration, troubleshooting and user administration

Denver, Colorado, United States

•System administration for Docupace imaging and workflow application. This application served as the primary business application for all paperwork – this included document reception and identification, routing documents through appropriate compliance and review if necessary and then on to processing. •Responsible for implementing new workflows, troubleshooting workflow issues, user administration, primary point of contact between business units and application vendor.•Oversaw the and verified data integration of 900+ representatives and their client data acquired through business acquisition.•Used Salesforce as ITSM tool to manage and track reported issues. Administered work queue and re-assigned work to appropriate business units as needed.•Created basic SQL scripts and modified advanced SQL scripts to troubleshoot data issues. •Responsible for communicating with all external data partners concerning incoming incorrect data.•Served as liaison between Tier 1 app support and AppDev for internal applications. Provided guidance to T1 on basic troubleshooting for internal app. Created Jira tickets for application defects and coordinated with AppDev to identify and implement fixes.

Greater Denver Area

• Provided support to end users for computer, application, system, device, access, and hardware issues via telephone, email and on-line requests.• Documented, tracked, and monitored problems using applicable systems and tools and coordinated with other teams or departments to resolve user problems.• Developed deployment plans and coordinated scheduling to migrate 400 devices from Windows 7 to Windows 10.• Administered equipment inventory tracking system.• Verified, packaged, and returned leased devices that were no longer in use to reduce department costs.• Coordinated the onboarding of all users to VPN and helped users troubleshoot VPN issues.

Greater Denver Area

• Answered inbound phone and email service requests within a timely manner. Strong emphasis on ensuring all cases are responded to and resolved within our service level agreements.• Responsible for thoroughly documenting all cases in ticketing system.• Prioritized incidents based on urgency and impact to client’s operations.• Escalated incidents that fell out of scope for my position to higher level engineers using established guidelines. • Frequently assisted clients with user administration issues such as user onboarding and offboarding, account lockouts and access issues.• Worked a service desk that supported many different clients. This required me to thoroughly understand navigating knowledge bases across several ITSM platforms in order to quickly access appropriate documentation to provide high level service.

Greater Denver Area

• Worked independently to provide support to financial advisors and clients. Handled basic brokerage operations such as funds requests, account transfers, and issues with client access.• Worked with reps to problem solve issues related to complex financial and securities transactions, often involving working with vendors and specialized departments within the firm.• Utilized proprietary computer applications and records management systems to assist representatives, ensuring all books and records are compliant with firm rules. Assist less technically savvy reps and clients with issues stemming from unfamiliar technical systems or processes. • Participated in user acceptance testing for in-development tools and systems. Responsible for providing field user feedback and technical problems to QA team,• Quickly learned regulatory rules and procedures to maintain a high level of service to customers.• Developed a wide knowledge base over products and services offered in an industry of which I had no prior experience.• Served as a resource to train new associates, assisting with developing problem-solving strategies so that they become self-reliant and capable of handling more complex cases.

Greater Denver Area

• Accurately select, verify and package products for shipment to customers. Enter orders and changes to orders into SAP inventory and order management system as necessary.• Perform quarterly inventory updates maintaining proper stock quantities and locations. • Operated forklifts, wire cutting and spooling machinery, and other necessary equipment.• Cross trained with other departments (Counter Sales, Customer Service Reps) to assist in other roles within the company.