Daniel Duffy Email & Phone Number

Sydney, Australia

• Premier Support is best-of-breed and Lenovo’s highest level of Technical Support. First pioneered inAustralia, Premier Support is now available in most countries around the globe.
• Global pioneer as Lenovo's first Premier Support Manager
• Guided team expansion from four to over forty-five spanning roles from L1 to L3, TechnicalAccount Managers, a QA Specialist, Technical Trainer and Managers
• Contributed to the launch of multiple new service offerings including Premier Support forData Center Group, PremiumCare, EduCare and Premier Support 24/7.
• Oversaw several key transitions including the transition from Outlook to Oracle CRM to Microsoft Dynamics for customer communications
• Established a large number of tools, processes and methodologies that are still in use today and have been adopted as best practices across multiple regions

Sydney, Australia

Sydney, Australia

• Dell | Resolution Expert Centre, Global Support Services
• Highest technical escalation point within ANZ for Dell Client LOB’s (Desktops/Notebooks/Tablets)
• Assume ownership of HCLV (High Complexity Low Volume) Client LOB technical escalations
• Drive Root Cause Analysis of hardware/software/firmware and environmental issues
• Escalation pathway into Dell International Product Support, Engineering and ODM’s
• Established robust SOP and oversight process for open L2/L3 escalations to drive fasterroot cause analysis, resolutions and drive down uncontained escalations

Sydney, Australia

• Dell | ProSupport, Global Support Services
• Provide 2nd level support, guidance and mentoring to level 1 Technical Support Analysts
• 1st escalation point for high complexity technical issues across Dell Client LOB's

Sydney, Australia

• Dell | ProSupport, Dell | Global Support Services
• Dell ProSupport frontline agent servicing Dell Pro Support commercial customers in ANZ region
• Provide 1st level hardware/software support to Dell ProSupport customers
• Call logging, fault diagnosis, software support, parts & service dispatch, escalations and follow-up

Sydney, Australia

• Reporting directly to CEO
• Responsible for all IT related issues in a windows based terminal services environment
• Provide comprehensive day to day support to 40+ staff based locally, interstate and internationally
• Administration and maintenance of all company servers and associated IT infrastructure

Sydney, Australia

• Reporting Directly to IT Administrator
• First point of contact for majority of day to day IT related issues
• Provide phone, email or desk-side support to 40+ staff based locally and interstate
• Administration and maintenance of all company servers and associated IT infrastructure

Sydney, Australia

• Reporting directly to IT Administrator
• First point of contact for majority of day to day IT related issues
• Provide phone, email and desk-side support to 70+ local and interstate staff

Sydney, Australia

• Assess and report on 1000's of end of lease assets before sale into secondary market
• Test notebooks, desktop computers, servers and monitors from multiple vendors
• Document configuration, diagnose faults, generate report detailing parts required for repair
• Repair, rebuild and reconfigure select assets prior to sale into secondary market

Sydney, Australia

• In home tutoring service in partnership with Harvey Norman Computers
• Conducted over 800 hours of face to face in-home training
• Installation of computers peripherals, applications and internet connection
• Provide training on standard windows features and Microsoft office applications
• On-sell of further training sessions and training materials