Daniel Clark

* Contractor to SAIC in support of City of Anaheim

• Implemented process improvements that increased overall support team productivity and effectiveness.
• Led training sessions on new software applications, ensuring seamless integration into existing workflows.
• Contributed to knowledge base articles that assisted both customers and fellow technicians in diagnosing common technical problems quickly.
• Researched product and issue resolution tactics to address customer concerns.
• Delivered high-quality support services to clients, maintaining professionalism and attention to detail at all times.
• Provide Executive support to VIP Clientele throughout the CIty of Anaheim
• Championed company values while consistently meeting deadlines under challenging conditions without compromising quality.
• Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
• Analyzed complex project server issues and worked on large enterprise and business-critical applications.
• Evaluated software products to determine compatibility with existing systems.

• Supervised grounds, employee entrances, and exits and security officers on duty.
• Managed information system regulatory compliance to meet updated guidelines.
• Partnered with IT department members to minimize exploits on system coverage.
• Provided safety reports and data analysis to building managers to inform security processes.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• Performed guard duties by making judgment decisions within proper policy and procedures.

• Interacted with customers by phone, email or in-person to provide information.
• Supported HR by completing new hire orientation, incident reports and benefits paperwork on behalf of office employees.
• Monitored vendor accounts and product updates to verify competitive pricing.
• Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
• Oversaw technical, operational, clerical and customer service support activities.
• Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements.

• Installed and configured operating systems and applications.
• Answered and triaged requests for assistance in order to provide top-notch support.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Configured and tested new software and hardware.
• Configured hardware, devices, and software to set up work stations for employees.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Created user accounts and assigned permissions.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.
• Managed high levels of call flow and responded to technical support needs using Zendesk

• Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
• Kept optimal quality levels to prevent critical errors and support team performance targets.
• Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
• Performed record keeping by logging client information within secure contact-tracing software.
• Maintained statistical database of customers using CRM for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.

• Stayed current on guidelines to maintain compliant program operations.
• Built reciprocal relationships with communities, volunteers and organizations to support program goals.
• Strengthened academic, social and physical education program offerings for area youth.
• Fostered environment to offer choices, incorporate team building and promote sense of belonging and group identity for members.
• Coordinated logistics for meals, transportation and program delivery.

• Managed and responded to correspondence and inquiries from customers and vendors.
• Recorded deposits, reconciled monthly bank accounts and tracked expenses.
• Tracked financial progress by creating quarterly and yearly balance sheets.

• Maintained accurate records of customer transactions in line with bank procedures.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Served as primary point of contact for customers, providing assistance with account maintenance and transactions.