Danny Cruz
IT & Project Professional
East Hartford,CT
Summary
Professional IT specialist with significant experience in systems analysis, troubleshooting, and technology solutions. Adept at fostering team collaboration and ensuring project success through adaptable approaches. Strong skills in network management, project management, cybersecurity and data analysis. Reliable and results-driven, ready to make impactful contributions to any organization.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
General Agent
Globe Life: American Income Division
08.2024 - Current
- Developed new business opportunities by conducting market research, identifying trends, and targeting prospects.
- Created customized insurance packages to meet diverse clients'' needs while remaining compliant with industry regulations.
- Expanded agent network by recruiting top talent, offering competitive compensation packages, and fostering a supportive work environment.
Service Desk Agent
Commprise
10.2023 - 02.2024
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
Service Desk Agent
Central Texas Technology Solutions
10.2022 - 05.2023
- Provided end user support onsite and remotely to a wide vairety of supported managed services clients.
- Administration of network systems and accounts
- Onsite technician for project completion of migrations and installations.
Quality Advocate/Team Lead
Galaxe Solutions
11.2021 - 08.2022
- Manage a team of 15 agents
- Listening and rating over 100 agent calls per month
- Facilitate training on new applications and quality process
- RingCentral and ServiceNow administration
Network Analyst
CBTG Connecticut Business Technology Group
02.2020 - 08.2020
- Manage user account requests and updates for 50 plus managed client companies
- Manage user communications, meetings and onsite visits
- Provide technical support on a wide range of customer network issues
Project Coordinator
F3 Technology Partners
06.2018 - 04.2019
- Maintaining and monitoring project plans, project schedules and work hours for multiple projects simultaneously
- Implementing Agile methodologies on various projects
- Organizing, attending and participating in stakeholder meetings
- ConnectWise and Salesforce Administration
Project Coordinator
United Illuminating - Orange, CT
03.2018 - 06.2018
- Primary project representative to business and end users
- Assist with high level and detailed scheduling
- Generate targeted user lists and application readiness lists
- Manage User Administration, tracking groups, roles and services using ServiceNow
Service Desk Analyst II
Aspen Insurance - Rocky Hill, CT
08.2017 - 11.2017
- Global Service Desk 1st and 2nd line support for 900 plus employees
- Remote office visits for IT support provided for NY offices
- Imaging/deploying desktops and laptops using Altiris Deployment Console.
IT Analyst II
Kapco Global - Essex, CT
02.2016 - 10.2016
- Provided infrastructure maintenance and support along with deskside and user support for 50 local users and remote support of offsite individuals as well
- Working with vendors in a primary project support roll on a wide range of projects
- Management of all assets in the Essex location
- Backup administration, Office 365 administration, Active Directory administration, VMware administrator creation and deletion of servers and maintenance of virtual environment
Professional Services Field Engineer
Square-9 Softworks - New Haven, CT
03.2015 - 09.2015
- Provide onsite and remote design, deployment and support of Square-9's suite of products
- Provide training services for end users and administrative staff
- Manage multiple projects simultaneously while providing a high level of customer service
IT Asset and Support Analyst
Price Waterhouse Coopers - Hartford, CT
10.2014 - 03.2015
- Processing of all assets for the Hartford office of PwC
- Management of all customer support efforts for the Hartford office
- Handling all technical support, hardware requests and general IT requests for the 400 person user population of the office
IT Project Manager/Network Administrator
Access Health CT - Hartford, CT
10.2012 - 02.2014
- Reporting directly to CIO and CEO on all major IT Projects and infrastructure needs
- Built, managed and maintained the IT infrastructure for the administrative offices of Access Health Ct
- Coordinated meetings conferences for all company communications including those with the White House Situation Room
Service Desk Analyst II
Hartford Steam Boiler - Hartford, CT
10.2008 - 03.2012
- Part of a team of technical support professionals supporting over 5,000 users
- Product owner of multiple applicatoins maintaining contract and licenses
- Managed the Virtual Home Office project
- Main point of contact for all Latin America users.
Education
Associate of Science - Business Management
Albertus Magnus College
05.2001 - 05.2004
Skills
Computer Networking
Servers
ServiceDesk
Technical Support
Resource Coordination
RingCentral Administration
ServiceNow administration
ConnectWise Administration
Agile methodologies
Project management
Certification
CompTIA IT Fundamentals
Timeline
ITS Network Security
04-2025
ITS Cybersecurity
03-2025
ITS Networking
02-2025
CompTIA IT Fundamentals
01-2025
General Agent
Globe Life: American Income Division
08.2024 - Current
Service Desk Agent
Commprise
10.2023 - 02.2024
Service Desk Agent
Central Texas Technology Solutions
10.2022 - 05.2023
Quality Advocate/Team Lead
Galaxe Solutions
11.2021 - 08.2022
Network Analyst
CBTG Connecticut Business Technology Group
02.2020 - 08.2020
Project Coordinator
F3 Technology Partners
06.2018 - 04.2019
Project Coordinator
United Illuminating - Orange, CT
03.2018 - 06.2018
Service Desk Analyst II
Aspen Insurance - Rocky Hill, CT
08.2017 - 11.2017
IT Analyst II
Kapco Global - Essex, CT
02.2016 - 10.2016
Professional Services Field Engineer
Square-9 Softworks - New Haven, CT
03.2015 - 09.2015
IT Asset and Support Analyst
Price Waterhouse Coopers - Hartford, CT
10.2014 - 03.2015
IT Project Manager/Network Administrator
Access Health CT - Hartford, CT
10.2012 - 02.2014
Service Desk Analyst II
Hartford Steam Boiler - Hartford, CT
10.2008 - 03.2012
Associate of Science - Business Management
Albertus Magnus College
05.2001 - 05.2004