Dan Singer Email & Phone Number

• Managed strategic planning and day-to-day operations of geographically diverse locations.
• Provided vision, direction, and leadership to a management team responsible for managing 32,000+ ATM's and 6,000 client connections.
• Developed and implemented performance management dashboards
• Created and monitored performance indicators focused on service delivery
• Secured and built strong relationships with partners and suppliers

• Successfully manage escalated issues, determine root cause, and develop proactive action plans.
• Develop and manage end-to-end change, incident, and business continuity and planning and management.
• Actively review and analyze the effectiveness and efficiency of existing systems and develop strategies to improve.
• Apply a structured approach and methodology and develop actionable and targeted plans - including communication, training, and resistance management plans.
• Acted as subject matter expert (SME) while implementing ServiceNow ITSM tool.

• Mentored, managed, and led a 12-member Problem Manager team.
• Developed the process used to drive analysis of problems, ensuring root cause and corrective action are determined.
• Consistently identified and presented opportunities to increase efficiency and effectiveness of products.
• Collected, scheduled, and presented data for monthly reporting, including challenges, trends, highlights and action plans.
• Explicitly understood both client technology needs and business objectives.
• Collaborated within cross functional teams to define and manage project scope and objectives.

• Successfully managed the rollout of an Enterprise Change Management process to multiple business units and data centers.
• Developed change management strategies based on the criticality, and the groups and/or clients being impacted.
• Acted as subject matter expert (SME) and change management owner while implementing Remedy Version 7.6.
• Implemented standard agenda and reporting for Change Advisory Board meetings.
• Led efforts to evaluate processes for conversion to ITIL specifications and ISO 20000 certification.
• Conducted readiness assessments and resource impact analysis, evaluated results, and presented findings.

• Successfully managed the rollout of the Change Management process for the business unit.
• Implemented standard agenda and reporting for Change Advisory Board meetings.
• Collaborated within cross functional teams to define and manage project scope and objectives, and served as liaison between clients, systems, management, and other departments.
• Expertly monitored projects from initiation through delivery, interfacing with customer on technical and non-technical matters, setting expectations and ensuring satisfaction by meeting productivity and quality goals.
• Monitor the business recovery plan development and scheduled deliverables from each team.
• Schedule, attend, coordinate and conduct planned tests Document problems assign problem resolution to individual(s), monitor to ensure correction.

West Hartford, US

• Proactively communicated and collaborated with external and internal customers to analyze information needs and functional requirements to deliver accurate solution documents and test plans.
• Worked with users, their liaisons and IT members to capture business definitions/requirements, establish technical vision, analyze tradeoffs between usability and performance, and participate in function design.
• Quickly and effectively understood a client's business strategy, their business processes, and developed technical solutions to support their business strategy.

• Responsible for Installation of newly purchased systems into customer facilities. This included physical hardware installation, custom programming of the system, staff training, and "go live" support.
• Managed a matrixed staff across the Northeast responsible for ongoing service needs for existing clients.