Summary
Overview
Work History
Education
Skills
Timeline
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Daniel Westhafer

Lincoln,NE

Summary

Dynamic Technical Support Specialist with a proven track record at Allo Communications, excelling in incident management and advanced troubleshooting. Recognized for enhancing customer satisfaction through effective problem resolution and clear communication. Adept at utilizing ticket management systems to streamline support processes, ensuring timely assistance and fostering positive user experiences.

Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.

Overview

2026
2026
years of professional experience

Work History

Technical Support Specialist

Allo Communications
04.2020 - 07.2025
  • Provided technical assistance to users, resolving issues related to software and hardware efficiently.
  • Troubleshot and diagnosed system problems, ensuring prompt resolution of customer inquiries.
  • Assisted in training new staff on technical support processes and tools, enhancing team capability.
  • Documented support interactions and solutions in ticketing system, maintaining accurate records for future reference.
  • Collaborated with cross-functional teams to escalate complex issues, facilitating timely resolutions for clients.
  • Monitored system performance and user feedback, identifying areas for improvement in service delivery.
  • Adapted quickly to new technologies and tools, streamlining troubleshooting processes for increased efficiency.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Recorded and maintained relevant notes for each client and work order.
  • Walked individuals through basic troubleshooting tasks.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
  • Reduced response time with effective communication skills, ensuring customers received prompt assistance.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.

Help Desk Agent

NTT DATA Formerly Dell Services
2014 - 02.2020
  • Provided technical support via phone and email, resolving user issues efficiently.
  • Assisted users with software installation and configuration, enhancing operational functionality.
  • Documented troubleshooting steps and solutions in knowledge base for future reference.
  • Collaborated with IT team to escalate complex issues, ensuring timely resolution.
  • Delivered exceptional customer service, consistently exceeding user satisfaction expectations.
  • Used ticketing systems to manage and process support actions and requests.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Provided basic end-user troubleshooting and desktop support.
  • Documented support interactions for future reference.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Managed high levels of call flow and responded to technical support needs.
  • Maintained detailed records of customer interactions, documenting resolutions for future reference.
  • Reduced ticket resolution time with thorough troubleshooting and clear communication.
  • Provided exceptional support by consistently meeting service level agreements and performance metrics.
  • Implemented effective escalation procedures, directing complex issues to appropriate personnel for resolution.

Department Manager

Walmart
2004 - 10.2013
  • Assisted in managing daily operations and supporting team members with routine tasks.
  • Learned and operated various tools and systems to enhance workflow efficiency.
  • Provided support in maintaining safety standards across department activities.
  • Adapted quickly to new responsibilities, contributing to team productivity.
  • Participated in training sessions to improve departmental knowledge and skills.
  • Collaborated with team members to streamline processes and reduce delays.
  • Maintained organized records of inventory and supplies for operational needs.
  • Supported management in implementing standard operating procedures effectively.
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
  • Established clear performance expectations for staff members which led to increased accountability.
  • Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
  • Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
  • Streamlined inventory management processes, resulting in more efficient replenishment system and reduced stock shortages.
  • Developed comprehensive risk management strategy, mitigating potential obstacles to departmental success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Education

GED -

Bakersfield Adult School
Bakersfield
01-1999

Skills

  • Technical troubleshooting
  • Remote support
  • Incident management
  • Customer support
  • Remote diagnostics
  • ITIL processes
  • Customer experience management
  • Accurate documentation
  • Problem resolution
  • Telephone call control
  • Advanced troubleshooting
  • Remote technical assistance
  • Troubleshooting and diagnosing
  • Customer service expert
  • Ticket management
  • Active listening
  • Call center operations
  • Verbal and written communication
  • Customer service
  • Issue escalation

Timeline

Technical Support Specialist

Allo Communications
04.2020 - 07.2025

Help Desk Agent

NTT DATA Formerly Dell Services
2014 - 02.2020

Department Manager

Walmart
2004 - 10.2013

GED -

Bakersfield Adult School

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Daniel Westhafer