Daniel Gomez Email & Phone Number

Calgary, Alberta, Canada

• Primary point of contact for critical incidents within IT Infrastructure and Operations • Responsible for coordinating service restoration for all critical incidents affecting grid and market operations. Includes documenting and communicating incident updates to affected stakeholders.• Initiate problem management process and root cause analysis discussions• Address risk, impacts and collisions with IT Changes and Releases• Manage daily work permits, service requests and e-mail requests• Plan and Lead semi-annual week-long data center maintenance work. Involves project management and project coordination skills.

• Accountable for the receipt, prioritization, distribution and reporting of all incoming service requests from the business• Monitored the status of the neteller.COM, Internal Corporate Production Environment and Critical Alerts• Liaised with the appropriate business units and escalated - using predefined business channels - all business impacting, Tier2 and Tier3 incidents as they are reported• Scheduled and rotated into on-call position to complete after-hour duties and remedy incidents after-hours (24/7)• Initiated Incident Management procedures during major IT production systems outages and coordinated the remediation and escalation activities necessary to bring IT production systems back online• Participated in and provided feedback for post incident review meetings; recommended procedural change where necessary• Administered Tier1/Tier2 Desktop Support • Administered various scripted commands within the Neovia .COM production systems that require an introductory knowledge of Windows and Linux systems• Managed a team of four (4) Service Desk Analysts and 4 Desktop Analysts• Sole Administrator for the Customer Care Centre CRM (Right Now Technologies)• Responsible for the creation and maintenance of all documentation, supporting Service Desk roles and responsibilities

• Provided international clientele with customized support for tailored needs to facilitate successful transactions• Performed identity verification checks to maintain a world class level of privacy and security for our clients• Provided multiple options for clients to access their funds at anytime

• Guided clients through the Access Control Center Interface to locate their vehicles and information pertaining to their vehicles • Handled all shipping and inventory requests• Programmed modems and mobile data terminals for client's specifications• Prepared press kits for trade shows• Audited reports for specific clients to cater a more efficient process for servicing assets

Account Manager:• Managed 4000+ past due accounts across the world• Ensured prompt and accurate payment arrangements were met• Liaised with the legal department to resolve escalated issues appropriatelySenior Agent:• Provided floor support for the Customer Care Centre • Managed escalated client issues • Multitasked by completing special projects as assigned while assisting clients via phone or online chat

• Managed sales teams in a fast-paced environment. Sales teams were made up of over twenty Customer/Technical Service Representatives and one Team Lead• Coached and trained employees regularly to promote customer satisfaction and obtain incentive targets• Implemented a quality assurance and coaching system that promoted core competencies to be achieved on each and every call• Created weekly reports to ensure progress of teams/call center goals• Instilled values such as empowerment and accountability by training various senior agents on day to day operational tasks• Coordinated the hiring, selection and training of the Technical Department

Kinesiology - Undergraduate

Activities and Societies: Member of the UNB Varisty Reds Basketball Team Kinesiology

Education record