Darius Shorter Email & Phone Number

Dallas-Fort Worth Metroplex

• Transitioning 90+ auto body shops from MSP contracts to Corporate IT operations to increase operational efficiency and integration success.• Leveraging relationships to potentially reduce ISP costs by 30% nationwide, to achieve projected savings of over $3.7 million annually.• Overseeing the installation of network drops, cabling, and the setup of 25+ new office locations.• Designing and implementing network infrastructure with FortiGate, Ubiquiti, and Cisco devices, enhancing network performance.• Expanding the IT team, developing the Monday.com platform for managing 300+ projects, and administering Active Directory for 500+ users.• Managing email migrations for 1,000+ users to Office 365, and developing IT strategies to improve efficiency and cut costs.

United States

• Supervised 12 network engineers, achieving 99.9% uptime and leading 10+ upgrades with less than 1% downtime.• Managed contracts with 5 ISPs, optimized performance for 300+ endpoints, and improved BGP routing efficiency by 25%.• Designed firewall policies, cut vulnerabilities by 60%, and resolved 500+ incidents monthly, reducing breaches by 40%.• Led 15-member team in migrating to next-gen architecture, boosting performance by 30%, scalability by 25%, and cutting costs by 15%.• Developed 50+ documents, conducted quarterly evaluations for 12 engineers, and enhanced productivity by 20%.• Analyzed metrics for 200+ systems, created monthly reports, and led automation projects, improving efficiency by 20% and ensuring full compliance.

Addison, Texas, United States

• Managed 17 help desk agents, handling 2,000+ monthly support requests via Zendesk and Zoho Desk, achieving a 95% resolution rate and a 40% improvement in response times.• Directed escalations through Teams and Zoom, resolving 98% of critical issues within 24 hours and maintaining a 99% SLA compliance rate.• Conducted webinars for 100+ clients and created 30+ educational resources, reducing support requests by 25% and boosting team efficiency.• Developed 15 Intercom campaigns and automated product tours, increasing user engagement by 35% and feature adoption by 20%.• Analyzed Mixpanel data, producing reports that increased active users by 15% and enhanced team performance.• Created 20+ SOPs, managed the migration of 500+ users to Office 365, and supported Active Directory and Microsoft Office, achieving a 98% user satisfaction rate.

Fort Worth, Texas, United States

• Led a 15+ technician help desk team, cutting ticket resolution times by 30% and achieving 95% customer satisfaction through ITIL best practices.• Optimized software utilization by 25%, ensured 100% license compliance, and reduced liabilities by 20% through audits and BSA partnerships.• Implemented metrics and KPIs that improved service levels by 40%, driving data-driven decisions and aligning help desk operations with business goals.• Deployed remote support tools, improving response times by 35% and reducing support costs by 15% while enhancing service quality by 20%.• Developed user training programs that reduced service requests by 25% and boosted end-user productivity by 20%.• Managed global IT support for AT&T web meetings, ensuring 99.9% uptime across 500+ locations and resolving wireless issues for over 10,000 customers in 23 countries.

Georgia-Usa, Texas-Usa, Seoul-Korea, Middle East

25B Staff Sergeant, Information Technology, Command Post Node management, Satellites, NIPR, SIPR, Network Operations • Led a 30+ member team at Fort Hood, delivering 100% user satisfaction for 5,000+ users and managing global SIPR/NIPR projects for 140 customers.• Supervised system patching, reducing security incidents by 50% and achieving the highest network security score in company history.• Directed two secure networks with 100% reliability, zero spillage incidents, and ensured data confidentiality through encryption.• Increased server resource utilization by 40% and reduced admin workload by 25% through automation, boosting efficiency.• Developed disaster recovery plans, reducing security risks by 30% and supporting C-level executives with hardware/software needs.• Provided executive-level reporting, contributing to a DISA-PAC facility award through strategic insights on performance and security.

Dallas-Fort Worth Metroplex

• Provided tier-1 and tier-2 support to over 1,500 end-users, achieving a 95% customer satisfaction rate through effective troubleshooting and resolution.• Documented 100% of support requests, contributing to a 20% improvement in service desk efficiency and continuous operational enhancements.• Collaborated with IT teams to resolve 85% of escalated issues within SLA, minimizing business disruption and maintaining operational continuity.• Conducted training sessions for 500+ users and developed 50+ knowledge base articles, reducing repeat requests by 30% and boosting productivity.• Led in the deployment of 200+ hardware and software units, ensuring seamless integration and contributing to a 15% improvement in tool and technology selection.• Monitored system performance, identified potential issues, and provided actionable feedback to management, supporting a 25% reduction in unplanned downtime and enhancing strategic planning efforts.