Dani Frick

I am an established, award-winning and technically minded professional with many years of documented achievements in information technology and service desk management. I am well known for establishing myself as a crucial team member at each organization I have worked with because I always strive for nothing but the best. Both my integrity and my work ethic create a relentless desire for my department and my team to perform at it's best. I am always seeking out problems that can be solved, professionally this has resulted in tremendous organizational growth. As a result, I am extremely skilled in fostering and fortifying robust relationships with senior administration, vendors, end-users, and service desk analysts. I am adept at auditing accounts, leading HR initiatives, and delivering training to cross-functional employees across different sites to meet emerging technology demands. I have been instrumental in developing and implementing technology solutions to improve organizational operational efficiency and ensure cost reduction.

• ITIL v4 (October 2022)
• Microsoft Certified: Identity and Access Administrator Associate (January 2023)

• Van Bortel Aircraft / Air Power Inc., Arlington, TX, IT Manager, 04/2023, Present, As the sole IT Manager at a small family-owned company of around 90 employees, I have embraced a wide array of responsibilities, embodying the capabilities of an entire IT team. My role encompasses a diverse range of tasks from basic operation needs like ordering IT equipment, toner, etc., to complex technological initiatives as well as vendor, department, employee and relationship management.
• Draken International, Fort Worth, TX, IT Manager, 02/2021, 12/2022, Manage multiple projects within the company to meet and exceed deliverable requirements. Monitor, review, and audit accounts to evaluate money-saving opportunities for the company, while looking at licensing cost reduction and cellular plan reduction. Steer HR functions to interview, hire, and terminate employees for the service desk as required. Organize and deliver effective training sessions to train employees while traveling to sites. Ensure compliance with NIST requirements while navigating and determining CUI equipment and ensuring accurate labels, asset tagging. Provide exceptional support to business decision-makers based on technology needs and requirements to meet emerging technology demands. Deliver effective leadership and guidance to a high-performing team working across multiple sites, including Florida and Las Vegas. Serve as an asset manager and equipment purchaser. Major Contributions: - Liaised with vendors to receive quotes for network infrastructure development across new sites as well as obtained everything for IT department, such Verizon wireless account, Microsoft Licensing, Apple business account, Adobe business account administrator, and Sunview Software account. - Identified over $40,000 in wasted annual spending. - Worked in a fast-paced environment with a small internal IT team of eight people focusing on delivering excellent IT services to internal end-users for the entire organization. - Implemented new security policies and procedures as well as designed network infrastructure while delivering exceptional support in building a new IT department. - Obtained in-depth understanding of the Microsoft GCC High Environment and specialized security requirements of a business that maintained large contracts with the US Military. - Adhered to NIST guidelines in a Microsoft GCC High environment by setting up and transitioning to a new ticketing system. - Established and maintained an end-user knowledge base from scratch and a technical user knowledge base. - Successfully designed and configured Change Gear ticketing system.
• Buchanan Technologies, Fort Worth, TX, Desktop Support Team Lead, 07/2019, 02/2021, Steered end-to-end project facets associated with reconfiguring 8K machines from Novartis software to Alcon software with a hyper focus on timely completion. Validated accurate knowledge base articles while managing the service desk. Identified, tracked, and met all key metrics and prioritized workload by performing overall desktop support tasks. Monitored and reviewed ticket queue and SLA times to ensure timely service delivery to each client, while acting as a help desk escalations manager. Major Contributions: - Received recognition as the “Employee of The Quarter” for Q4 in 2019 for work with Buchanan. - Led and managed a cross-functional team of 25 people to deliver excellent customer service at Alcon. - Reimaged thousands of company laptops from one company to the other by leading a team of temporary technicians.
• Luxoft, Fort Worth, TX, End-User Support Specialist, 11/2017, 06/2019, Played a significant role in delivering hands-on, live, in-person technical concierge services, including on-the-spot training and how-to support for various IT questions while monitoring the service desk and technology bar. Diagnosed and troubleshooted any technical issues associated with Windows operating systems, vendor-supported applications, network connectivity, Outlook, Citrix virtual machines, Microsoft Office Suite, Android, and iOS. Major Contributions: - Progressed to the position of higher authority from Junior Support Specialist to Desktop Support Team Lead by delivering outstanding services and demonstrating utmost dedication to the role. - Delivered effective troubleshooting efforts while identifying and resolving technical issues related to software, printers, network connections, PCs, and mobile devices.
• Apex Systems - AIG, Fort Worth, TX, Help Desk Analyst I, 01/2017, 09/2017, Evaluated user lockout status, machine names, group information, and general profile information by using Active Directory to add devices to the network. Ensured client satisfaction while delivering remote support to Windows and MAC end-users. Led efforts to develop and deploy knowledge base documentation throughout the premises to ensure SLA compliance. Major Contributions: - Honored with multiple awards for excellent service and end-user support. - "Top Overall Agent" for the Service Desk for March, May, and June 2017. - "Top Agent Customer Satisfaction" for the Service Desk for May 2017. - "Top Agent Productivity" on the Service Desk for July 2017.
• Resource Personnel Consultants RPC - ICC, Irving, TX, Lead Technician, 01/2015, 12/2016, Played an integral role as the supervisor for three technicians, conducting root cause analysis, break-fix, imaging of 27,000 Dell laptop systems. Deployed to three Dallas ISD schools per day to perform Dell BIOS & Driver updates for previous deployments. Major Contributions: - Transferred from being a regular imager to being the only person placed on the special project of managing DOA products after 2 days of working, later led 2 projects and promoted to a lead technician role.
• Convergys - Comcast, Remote, TX, IP Support Technician, 01/2011, 10/2012