Daniel (Danny) Rotenberg Email & Phone Number

Toronto, Ontario, Canada

Oakville, Canada

• Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals;• Managing a fast-paced queue of support inquiries and requests;• Monitoring queues and assisting with daily goals, making sure SLAs are met, conducting quality control to reduce errors and improve procedures;• Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer-oriented services;• Working effectively with other teams implementing strategies to increase productivity and overall client experience;• Auditing customer accounts to ensure accuracy of information;• Handling escalated issues from customers;• Technical support level 2/3;

Toronto, Canada Area

• Administering and maintaining network and server infrastructures across multiple companies;• Ensuring that clients’ infrastructure is healthy and stable, according to IT best practices;• Remote monitoring using Ncentral by N-Able;• Pro-active problem management using Solarwinds RMM;• Root Cause Analysis of major and/or repeat incidents;• Documenting project risks and decisions;• Hardware procurement and life cycle management;• Working with clients to understand their business needs and identify and recommend solutions to make their operations more efficient;• Collecting and organizing incidents in the Service Desk Tracking System (ConnectWise);• Assisting and mentoring junior members of the team; • Experience in building relationships with senior stakeholders. Ability to influence business stakeholders at all levels to achieve required IT outcomes;• Technical aspects of employee life cycle;• Assisting in cost/benefit analysis and preparation of business cases;• Participating in an array of client projects including office moves, infrastructure deployments, and cloud service migrations;

Toronto, Canada Area

• Proactively monitoring applications/systems to capture potential issues (e.g. alerts, performance, backup) before they occur;• Pre/Post Sales technical support;• Migration from Exchange on-premises to Exchange 365;• Management of users, mailboxes and licenses via Office 365 Admin portal; • Review and recommend patch management using WSUS;• IT Compliance (PCI); • Cyber-Risk Assurance;• Ensured changes to the IT environment were appropriately documented, authorized and implemented. Reviewed existing and developed documentation for Policies and Standards; • Recommended operational efficiency changes needed to streamline / automate compliance activities;

Toronto, Canada

• Supporting and administering SharePoint 2007/2010/2013/Online for various clients;• Built strong and long-lasting relationships with clients and got to know every aspect of their organizations in order to help them get the most of their technology investments; • Acted as the client’s advocate to internal teams. • QA - Tested Habanero solutions in different platforms to ensure they met specified requirements with highest quality;• BA - Worked with clients directly to gather and refine business and technical requirements, in order to act as a liaison between developers and project stakeholders;• PM – Managed a small project, coordinating internal resources, conducting meetings with the client, controlling costs and ensuring that the project was delivered on-time;• Technical – Served as first point of contact for clients, supporting custom built applications. Responded to and resolved tier 2/3 technical requests from clients within given SLAs. Assisted onsite client IT groups with deployments or enhancements.

Mississauga, Ontario, Canada

• Worked closely with business stakeholders around the globe, collaborating with other application and infrastructure teams to enhance requirements based on Incident Management metrics;• Performed tests on applications related to functional and non-functional requirement changes;• Implemented new software versions (deployment of new releases);• Performed administration duties on Servers and environment including updates, back-ups/restores and some database administration;• Identified tasks that require automation, and worked on the process to implement them until completed;• Ensured adequate documentation was produced and maintained, in line with internal processes and practices;• Tracked application issues and liaised with vendors as needed to develop the solution;• Administered user access, creating user groups, developing and modifying role-based access profiles, and assignment of user IDs and passwords;

Mississauga, Ontario, Canada

• Performed support activities in a daily basis to keep seven applications running reliably, managing requests for North and South America. Providing guidance and ensure timely resolution, meeting service level agreements (SLA) on Incident and Problem Management issues and making recommendations to avoid reoccurrence;• Coordinated weekly meetings with Australian and South African teams to discuss technical issues and to prioritize Service Support items;• Prepared training materials on how to use internal applications;• Configured user access and account maintenance, ensuring the security of the applications; • Investigated software issues with Servers and the environment;• Performed troubleshooting connectivity issues: Citrix and Firepass VPN;

Toronto, Ontario, Canada

• Documented systems and processes for both internal users and clients;• Provided training for internal users (local and remote);• Responsible for all internal and external service support;• Installed and configured connectivity software like Citrix and VPN (Sonicwall);• Deployed MS-CRM on the client premises;• Supported the company’s Windows 2003 and 2008 Servers network by performing LAN configuration, Server monitoring, storage management, account maintenance (AD) and OS performance tuning;• Maintained end user computers: software and hardware diagnostics;• Responsible for imaging and deploying new systems to users, and transferring user specific files, emails, to new systems;• Planned and implemented client backup routines (software and hardware), ensuring SLA on disaster-recovery capabilities are met;

São Paulo Area, Brazil

Business Analysis Certificate - School Of Continuing Studies

Since 1827, the University of Toronto has evolved into Canada’s leading institution of learning, discovery and knowledge creation. It is.

Bachelor, Computer Information Systems

Founded in 1870, Mackenzie is one of the oldest institutions of higher education in Brazil. The University is regarded, both nationally.