Daniel Hayden
Olympia,WA
Summary
Results-driven IT Support professional with a proven track record at Applied Systems, enhancing customer satisfaction through effective problem-solving and technical support. Skilled in Active Directory and SQL database management, I excel in client collaboration and communication, achieving a significant increase in service efficiency and user satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Support
Applied Systems
Olympia, WA
03.2023 - Current
- Full support for Applied Systems Epic programs.
- Working with user network, software, and hardware issues fully remote.
- Cloud Services
- Other tasks including database copying/restoring.
- SQL
- Cloud environment
- Customer service
- Databases
- Data Analysis
- OKTA
- Client collaboration
- HTML
Corporate IT Technician
Fidelity National Financial
Olympia, WA
06.2022 - 03.2023
- Position handles service desk responsibilities servicing all umbrella companies under the Fidelity family, and support of all fidelity proprietary applications.
- Active directory, and Office365 tasks and troubleshooting.
- Experience in systems operations and maintenance.
- Working knowledge of Microsoft Office applications.
- Basic knowledge of Cisco networking.
- Familiar with printer connections and troubleshooting.
- Familiarity with Citrix environment and troubleshooting virtual machines.
Application Support Analyst
Caliber Home Loans
Olympia, WA
10.2020 - 06.2022
- Application Support role consisted of full development support of Caliber proprietary H20 application.
- Active directory, and Office365 tasks and troubleshooting.
- Experience in systems operations and maintenance.
- Working knowledge of Microsoft Office applications.
- Basic knowledge of Cisco networking.
- Familiar with printer connections and troubleshooting.
- Familiarity with Citrix environment and troubleshooting virtual machines.
- Problem solving
Service Desk Technician
Involta LLC
Boise, ID
06.2018 - 10.2020
- Company Overview: Involta has several data centers across the nation, and provides colocation, systems, and network services across several data centers.
- Working within the help desk I provided first level technical support for all of our clients, and users.
- Full service desktop support.
- Active directory, and Office365.
- Experience in systems operations and maintenance.
- Working knowledge of Windows 7/10/365 and Windows 2003/2008/2012 Server.
- Working knowledge of Microsoft Office applications.
- Basic knowledge of Cisco networking.
- Excellent client service, interpersonal and communication skills.
- Basic knowledge of setting up and troubleshooting printer issues.
- Point of Sale systems.
- Skills: Information Technology · Problem Solving · Windows Server · Access Management · Customer Service · Linux · Private Clouds · Documentation · Multi-factor Authentication · Operations · Microsoft Office · Production Operations · Project Implementation · ITIL · Technical Understanding · Leadership · Data Centers · IT Operations · Identity and Access Management (IAM) · Operations Support · Troubleshooting · Windows 10 · Windows Administration · Communication · Active Directory · LDAP
- Involta has several data centers across the nation, and provides colocation, systems, and network services across several data centers.
Customer Service Lead
ComputerCare
Seattle, WA
06.2017 - 04.2018
- Company Overview: A company that specializes in commercial computer, and software repair.
- Supervisor of Customer Service department.
- Responsible for all operations of the repair services from initial business client contact to completion of service.
- Responsible for all decision making that coincided with the department, and regularly developed new policies and procedures.
- Hired to open office in downtown Seattle.
- Handle all inbound customer calls.
- New client acquisition.
- Client retention.
- Personnel coordination/dispatching.
- Responsible for all business to business communications throughout the repair process.
- Monitoring work in progress.
- A company that specializes in commercial computer, and software repair.
Retention Manager
DataSphere Technologies
Bellevue, WA
10.2015 - 04.2017
- Company Overview: A digital marketing firm call center environment.
- Manager in the retention department.
- Primary responsibilities were to increase customer service, and retention department overall production, and customer satisfaction results through software onboarding, contract negotiations, collection activity, and client re-engagement strategies.
- Client retention.
- Customer re-engagement.
- Customer onboarding.
- Set new standard client retention rate from 60% to 80% and hit target weekly.
- Changed goal of 1 payment from customer to 3 payments from customer.
- Customer service team training.
- A digital marketing firm call center environment.
Call Center Representative
Comcast
Everett, WA
05.2015 - 10.2015
- Customer service position assisting Comcast customers with their technical support needs.
- Client technical support over the phone.
- Scheduling of technicians.
Education
A+ -
Compt TIA
08-2019
ITIL Foundation V3 -
PeopleCert
08-2019
Skills
- Active Directory
- Citrix
- ITIL
- Windows
- VMWare
- Technical Support
- Basic Networking
- Operating Systems
- Software Troubleshooting
- Microsoft Windows Server
- Desktop Support
- Cloud services
- SQL database management
- Active Directory administration
- Virtual machine troubleshooting
- Customer support strategies
- Systems maintenance
- Technical documentation
- Interpersonal communication
- Problem solving
- Time management
- Team leadership
- Client collaboration
- Customer training
- Data analysis
- IT support
- IT support services
- IT support experience
- Network troubleshooting
- SQL
- Documentation creation
- Performance monitoring
- Customer service
- Interpersonal skills
- Process optimization
- Knowledge sharing
Certification
- CompTIA A+
- CompTIA Network+
- ITIL Certification
Timeline
IT Support
Applied Systems
03.2023 - Current
Corporate IT Technician
Fidelity National Financial
06.2022 - 03.2023
Application Support Analyst
Caliber Home Loans
10.2020 - 06.2022
Service Desk Technician
Involta LLC
06.2018 - 10.2020
Customer Service Lead
ComputerCare
06.2017 - 04.2018
Retention Manager
DataSphere Technologies
10.2015 - 04.2017
Call Center Representative
Comcast
05.2015 - 10.2015
A+ -
Compt TIA
ITIL Foundation V3 -
PeopleCert
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