Hi, I’m
Danny Anderson
Brentwood,CA
Summary
Results-driven, personable IT leader with proven experience in building and uniting technical teams to establish trust between IT and the business. Proven results in driving high CSAT, implementing global end-user solutions for usability, increasing security posture, managing budgets, and creating solutions that enable business initiatives.
Overview
25
years of professional experience
6
Certifications
Work History
Epicor Software
Director, IT Operations
02.2020 - 06.2023
Job overview
- Directed a global team of 6 managers and 32 technicians, delivering comprehensive IT support to 4,800 users across 40 countries in a ServiceNow environment.
- Primary IT ambassador to business unit leaders in person to identify and address their specific IT needs, aligning technology solutions with business objectives. Educated user base directly with monthly tips on productivity and security via Yammer.
- Created and managed AOP budget for my departments and global compute spend. Effectively managed vendor partnerships, overseeing procurement processes and ensuring timely delivery of IT equipment and services.
- Implemented new IT policies and procedures organization-wide such as InTune, Autopilot, JAMF, Patch My PC, and Qualys/Kenna, establishing standardized practices to improve operational efficiency and ensure compliance.
- Established a strategic partnership with the IT security department, working together to strengthen the organization's security posture by rolling out Zscaler, Defender for Endpoint, and managing compute security quality scores via Kenna.
Epicor Software
Sr. Manager, Desktop Support
01.2017 - 02.2020
Job overview
- Managed a geographically dispersed team of 5 managers and 26 technicians, managing IT client services for 2,500 users across the US, Mexico, and Canada.
- Achieved consistently high customer satisfaction (CSAT) scores by adhering to ITIL standards, and cultivating a talented support team through effective hiring practices.
- Streamlined IT service management processes, leveraging ITIL standards and implementing an insourced IT Service Desk and ticketing system from the ground up
- Implemented strategic initiatives to optimize IT Client Services, including process improvements, automation, and standardization, leading to increased efficiency, cost savings, and seamless collaboration with cross-functional stakeholders.
- Note - promoted to Director in February 2020
Epicor Software
Desktop Support Manager, Technician
06.2010 - 01.2017
Job overview
- Manage a team of 7 desktop technicians in multiple US locations, supporting 1,800 users nationwide
- Manages all phases of desktop support including hardware, software, and account management and support; ensuring these services are properly coordinated, monitored, tracked, and resolved in a high-quality customer service environment
- Manages desktop support staff including recruiting talent, training, coaching, goal setting, annual reviews, professional development, and team building
- Produces SOX compliancy deliverables on an ongoing basis, and participates in audits and remediation
- Note - promoted to Senior Manager in January 2017
Epicor Software
Desktop Support Technician II
11.2006 - 06.2010
Job overview
- Support 1,800 users at multiple sites in and LAN/WAN/VPN environment
- Led department in ticket closure, technical certification, and customer satisfaction
- Imaging, configuring, and installing PCs, troubleshooting all software, domain, login, corp apps, connectivity, and hardware issues, providing solutions for upgrades, and repair of desktops, laptops, and peripherals.
- Note - promoted to manager in 2010
Trinity Mortgage Capital
IT Systems Administrator
05.2004 - 09.2006
Job overview
- Sole responsibility for entire network structure for mortgage office, including servers, routers, end users, PCs, hardware, software, and connectivity
- Provide all facets of Windows based business solutions to all users.
Valley Health Care System
Shift Engineer
03.1998 - 02.2004
Job overview
- Performed a variety of mechanical and preventative maintenance duties, servicing, repair of facilities
- Note: Promoted from Utility Engineer to Shift Engineer in April 2001
Skills
- Team leadership
- IT Service Management & CSAT
- IT ambassadorship - translating technology to non-technical executives & stakeholders
- IT security
- Strategic planning
- Budget management
- Vendor management
- IT policy development
Certification
- Microsoft Certified Desktop Support Technician (MCDST) Certification- June 2007
- Managing and Maintaining a Microsoft Windows Server 2003 Environment (MSCA) Certification - April 2009
- Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure (MCSA) Certification - February 2010
- American Management Association - Successfully Managing People - July 2010
- ITIL Information Technology Infrastructure Library Certification - January 2011
- American Management Association - Moving from an Operational Manager to a Strategic Leader - March 2017
Hobbies
Guitar, photography, travel, golf, barbecue.
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