Dan Dunne
Scrum Master
Lakewood,United States
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Service Desk Specialist
FIT Technologies
06.2023 - 09.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Collaborated with internal partners to effectively resolve user Server or overall software issues.
Jr. Project Manager
Octo
05.2023 - 05.2023
- Contributed to estimating and presenting project costs before project kick-off to set expectations, promote accountability and maintain sustainable profit margins.
- Coordinated project meetings and confirmed relevant stakeholder awareness of tasks, goals and project timelines.
- Certified in Agile for project management.
- Interacted with customers to identify preferences and specifications, fostering timeline and budget adherence.
- Performed technical research and communicated findings in language understood by staff and customers.
Client Service Representative
KeyBank
11.2021 - 01.2022
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Customer Service Specialist
Only In Clev Apparel and Gifts
04.2018 - 02.2019
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Keyholder
GameStop
10.2014 - 04.2018
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Mentored team members to enhance professional development and accountability in workplace.
Education
02.2021 - 05.2021
Full stack web development, Full stack web development bootcamp
High School Diploma - Computer Science, Science and Engineering
01.2010 - 01.2014
Skills
Back-End Web DevelopmentSoftware DevelopmentFront-End DevelopmentMicrosoftOfficeCustomer ServiceLeadershipResearchProject ManagementObject-OrientedProgramming (OOP)Dan Dunne - page 2
Account management
Application support
Customer service expert
Staff education and training
Desktop support
Technical documents comprehension
Software diagnosis
Technical issues analysis
Web development technologies
Risk identification
Development team trainings
Customer interaction
Quality assurance
Waterfall methodology
Risk mitigation planning
Public speaking
Documentation Management
Event management
Assisted/Led events for local Esports communities including organizing and running events all across Ohio in addition to several nationwide.
Timeline
Service Desk Specialist - FIT Technologies
06.2023 - 09.2023
Jr. Project Manager - Octo
05.2023 - 05.2023
Client Service Representative - KeyBank
11.2021 - 01.2022
Case Western Reserve University - ,
02.2021 - 05.2021
Customer Service Specialist - Only In Clev Apparel and Gifts
04.2018 - 02.2019
Keyholder - GameStop
10.2014 - 04.2018
MC2 STEM - High School Diploma, Computer Science, Science and Engineering
01.2010 - 01.2014