Dan Steves Email and Phone Number

Manage technical support group, coordinate resources, update processes and documentation, and act as escalation point for customers and other support teams and members with technical issues.

Lead member of technical support group, coordinate resources, update processes and documentation, and act as escalation point for customers and other support teams and members with technical issues.

I provide technical support to both internal and external customers.

I worked as a trainer helping people learning to use a Mac, iPhone or other Apple product in Apple's One to One program, providing personal training for Apple customers looking to learn how to get the most out of their computers and iPods.

Responsible for attendance, grading of student assignments, and assisting instructor as required.

Responsible for developing QA test plans for hardware and software products, implementing test plans, documenting test plan results, documenting test plan irregularities and/or product failures, and escalating issues to engineering management.

Taught discussion section for large lecture class to provide additional discussion of films and lectures and clarification of course materials and ideas.

Responsible for attendance, grading of student assignments, and assisting instructor as required.

Provide telephone support to field service technicians installing and maintaining server-based (NT, WIN 2K) telecommunications systems, including LAN/WAN issues, VoIP trunking and telephones, analog (loop and ground start) and digital (CSS/PRI) trunking, call routing, hardware replacement and recovery options. Document calls and issues in customer ticket database. Document product issues in engineering tracking database. Escalate issues to engineering and/or management resources as required.

Conduct technical training classes on both proprietary and open architecture (DOS, OS/2, Microsoft Exchange) voice mail systems. Update training manuals and materials to include features and changes in new software releases. Develop new courses to meet requirements of field support personnel. Create custom training materials and conduct custom training sessions for large enterprise customers. Lead technical training team for large enterprise training classes. Responsible for scheduling and resources for US and special international training classes. Certify international instructors in Japan and Singapore. Document department procedures for ISO compliance.

Manage technical support staff responsible for providing third level technical support to internal technical contacts and Value Added Reseller channels. Manage escalations within corporate support, engineering and marketing organizations. Responsible for hiring, budgeting and personnel development.

Provide third level support to internal and Value Added Reseller channels. Document issues in on-line database. Escalate issues to engineering organizations and support management as needed.

Responsible for maintenance of broadcast facilities. Develop and oversee equipment budget. Address RFI interference issues with neighboring residents.

Provide telephone and on-site support for VMX voicemail systems and SRX telephone systems. Install new systems, reconfigure existing systems, and perform software and hardware upgrades. Integrate stand-alone voicemail system with various PBX manufacturers, including Rolm, Nortel, AT&T and Mitel.