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

• 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

• 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