Daniel Cooper Email & Phone Number

Kent, Wa, Us

Mountain View, California, Us

Mountain View, California, Us

Mumbai, Maharashtra, In

- Migrated and launched 40+ teams onto Zendesk Support from Outlook, KANA, and other Zendesk instances- Led team of engineers and support agents in delivering project objectives using Scrum practices- Consult on Zendesk best practices and establish precedence for future product growth- Led an initiative to create an internal Help Center with Zendesk Guide with over 200 articles- Drove best practices for project communication, collaboration, and success using Confluence, JIRA, Slack, Microsoft Teams, and Office 365- Designed, coordinated & developed multiple Zendesk Apps using GitLab, JavaScript & Zendesk Apps v2 Framework- Gathered requirements and configured Zendesk Support instances to allow for management of over a million tickets, thousands of macros, and hundreds of support addresses, views, and triggers- Coordinate work efforts with teams across multiple continents to support and sustain the Zendesk product

Phoenix, Az, Us

- Fostering a culture of self management and accountability for a workforce management team - Implementing Agile/Scrum based practices for value driven project management- Led team of up to 20 workforce professionals with WFM analyst to employee ratios of 1:300 - Leading transition of workforce management system for 4000+ users from GMT Planet to Verint Impact 360 - Led service level improvement project increasing service levels for the workforce management team by 20% - Leading Knowledge Centered Support methodology for workforce management team in Zendesk - Zendesk administrator, vendor contact, and subject matter expert for several Zendesk Support instances

Phoenix, Az, Us

- Maintained long term forecasts and staffing models to support capacity and budget planning - Consulted and supported pilot of international outsourcing initiative for technical support teams - Implemented outbound call volume feeds from Avaya for measuring non-traditional call center volume for staffing our graduation teams - Implemented Avaya direct agent call routing strategy to support a dedicated model with support team coverage for 2000+ employees - Rolled out workforce management platforms and services to several internal departments including our graduation teams and contact centers - Developed staffing recommendations for large projects including campus closures, outsourcing initiatives, automated dialer strategy changes, and department merges

Phoenix, Az, Us

- Liaison between Resource Management and Technical Assistance Center to provide workforce solutions and strategy- Forecast and schedule to contact center volumes- Manage and consult real-time call center activities- Produce models to show optimal scheduling and staffing requirements- Data analysis, trending, and reporting

Phoenix, Az, Us

This role encompasses many major tasks:*High Priority Incident Management*Communication Management*Scheduling and Forecast Analysis*Compliance and Adherence Reporting*System Access Support

Phoenix, Az, Us

As a Technical Support Analyst I performed frontline support for University of Phoenix student, staff, and faculty. I also worked with the training department on Macintosh training, and acted as a Level 2 agent for new hire groups.

Arlington, Virginia, Us

While in the National Guard I conducted monthly drills and conducted training and operations in Ft. Leonard Wood, MO, Ft. Bliss, TX, Ft. Huachuca, AZ, Vicenza, Italy, and Badgdad, Iraq.

Phoenix, Az, Us

While in the Military Division of the University of Phoenix, I processed Admissions paperwork and collected transcripts to be applied towards college credit. While working in this position I developed a Microsoft Excel macro that streamlined the reporting process and became a top performer in the company. I later took on a role in a group that was designed to initiate positive change by taking action to make things consistently better.

Master'S Degree, Management

Bsit, Web Design

Aait/N, Networking