Daniel Turner Email & Phone Number

Monitor daily Service Desk operations to ensure overall client satisfaction. Manage an international support team that utilizes tools and software to resolve IT issues, primarily in identifying, documenting, tracking, and resolving client requests. Coordinate tasks, escalations, and communication with other departments and clients. Audit, create, and implement IT systems that sustain reliability and growth.• Key leader in sustaining more than 20% profit margins since 2021, contrasted with 10% during earlier years. • Increased the New Client Retention Rate from 73% to 92% since 2021 as measured by annual contract renewals. • Substantially increased staff to 12 Systems Engineers and Dispatchers through effective recruiting, training, and management. • Strengthened employee morale through improved bonuses, training programs, and flexible work environments. Employee retention has been around 80% since 2021.

Assembled and coordinated teams of Systems Engineers, sub-contractors, and vendors. Clearly set the teams’ timetables and deliverables as quoted. Successfully led multiple projects that included new client onboardings, server installations, M365 migrations, client relocations, and IT infrastructure updates.• Effectively managed expectations of more than 70 clients by maintaining regular communications while designing and implementing projects on time.

Served as the top escalation point for L1, L2, and L3 tickets requiring strong analytical and problem-solving skills with a broad spectrum of technical expertise. Worked and supported larger enterprise-grade network environments, including Windows servers (Dell, Lenovo, HP), hypervisor hosts (VMWare, Hyper-V, Citrix, ProxMox), and other networking devices such as firewalls, switches, and wireless access points (SonicWall, Ubiquiti, Cisco, Fortigate, and HP). Conducted routine Security Audits. Configured and maintained Backup and Disaster Recovery Solutions.

Spring, Texas

• Worked freelance for several different companies, including law firms, real estate firms, non-profits, etc. • Managed all software and hardware issues for end-users, including break/fix, software updates, new hardware/software deployments, and technical consultations.

Spring, Tx

Built and maintained a network infrastructure comprised of two Windows servers with more than 15 workstations and more than 10 iPads. Led quarterly meetings with the Owner and Director of Finance to discuss the IT budget and expenditures to ensure alignment with organizational operations. Simultaneously managed a $200K-$300K warehouse inventory and ensured it was properly stocked to meet customer needs. • Enhanced overall workforce proficiency by conducting comprehensive, company-wide courses on new software and security implementations. • Successfully migrated to a new company-wide Field Service Management Software (ERP), which enabled Field Service Technicians to connect remotely to the database.