Danny Saiz

Analyzed department and job-related functionality requirements to align technology priorities with business needs.
Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes, and performance measurements to balance continuous innovation with responsible risk-taking.
Identified application optimization, redesign, and development opportunities and troubleshot and resolved user and application issues.
Fostered positive working environment that encouraged innovation, collaboration, and accountability and managed end-user needs with functional and security responsibilities.
Stayed abreast of technology advancements, emerging ITIL, and Cyber Security standards to meet strategic technology goals.
Cultivated highly-regarded technology services organization that sustained aculture of respect, collective pride, and individual and group professional development.
Developed and maintained service level agreements for strategic applications and measured performance against objectives.
Negotiated SLAs with business and met SLA 95% or better
Measure FCR and elevate it to 67% in four months
Measure CSAT by sending surveys to our users—surveys response 22%, 94.8% CSAT overall.
Identified and canceled unused phone lines and internet circuits, saving company $250K year
Developed, tracked, and controlled information technology operating budgets and cost and benefit analyses for IT spending initiatives.
Prioritized framework to evaluate technology and regulate communication with business stakeholders.
Documented and analyzed processes and procedures and adhered to regulatory guidance.
Communicated regularly with customers concerning data exchange and technology integration.
Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Analyzed network security and current infrastructure to assess improvement areas and develop solutions.
Oversaw development and implementation of improvements to support and network operations.

Successfully led a 24/7 global service desk operation, managing a large number of professionals across multiple time zones, achieving consistent top performance metrics:

• Maintained a 95% customer satisfaction rating.

• Achieved a 98% initial request response rate within 15 minutes.

• Resolved issues within the SLA time of 92%.

• Escalated and triaged issues to other teams within SLA of 87%.

Additional responsibilities included:

• Managing a global team of technical services employees to ensure the achievement of Service Level Agreement metrics.

• Liaising with local and global leaders to communicate technology needs to IT leadership.

• Providing budgetary input, support, and advice to local and global facilities management and IT leadership.

• Proactively identifying issues, finding solutions, and communicating with the Services team and other relevant teams.

• Providing technical oversight for all global issues and serving as the first line of escalation for technical issues.

• Creating objective and achievable SLAs that were fair for both the Services team and end-users.

• Creating KPIs to measure productivity, quality, and team responsiveness to the end-users.

• Building a winning atmosphere and turning the Services team into a High-Performance Organization within ATG.

• Recruiting, training, and mentoring Services team members to become High-Performance Individuals and future leaders of ATG.

• Creating and maintaining a global library of clear and concise documentation for the Services team and end-users.

• Challenging Services team members with tasks and projects to help them develop and grow professionally.

• Automating tasks and solutions for more rapid and efficient responses.

• Providing global diagnostics for technical issues relating to desktops, laptops, printers, and other hardware using Tanium and ServiceNow.

• Building a service culture around the Services team based on ATG’s Core Value of “Customers Come First.”

• Maintaining constant communication with the Services team to ensure they know business changes and needs.

• Continually evaluating tools and solutions to help streamline and enhance processes.

• Supporting other IT teams on an as-needed basis.

• Troubleshooting software and hardware issues in person and remotely, enabling users to be productive from anywhere.

• Performing all other related tasks based on the needs of the organization.

• Managed accounts in assigned regions, upgrading and maintaining clients’ systems and networks.

• Built and maintained servers, including 2003, 2008, and 2012 for DC, AD, Terminal Servers, ESXi, VM-Ware, MS Hyper-V, Citrix, and File/Print servers.

• Proficient in cloud technologies such as Google Apps, Office 365, and OneDrive.

• Performed Active Directory administration and configuration.

• Administered SBS, routers, and switches.

• Configured and managed Dell AppAssure.

• Installed and configured Ruckus wireless routers and access points for company clients.

• Expertise in VM-Ware administration.

· Managed a team of 8 IT Admins who functioned as helpdesk and site admins across the USA and coordinated with them to ensure clear goals and deadlines was consistently met.

• Created Kaizen-type exercises to improve and develop better procedures for the department and the company.
• Administered the company Citrix farm and provisioning apps and VMs for the staff.
• Worked with vendors and negotiated pricing for IT equipment.
• I coordinated the PC/laptop refresh for 290 users across the US.
• Built and managed the company’s images and tested new applications and upgrades.
• Ensured all Site Admins maintained an accurate inventory of all company assets.
• Team building and mentoring.

· Created and maintained IT SOPs and documentation.

• Managed tickets queue to ensure the team always met SLAs.

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Consistently monitored CSAT, response times, and productivity levels. By analyzing these metrics, I identified areas for improvement and developed actionable insights that help improve efficiency and performance. This approach has led to process improvements, cost savings, and a better customer experience.
• Reinforced established quality control standards and followed procedures for optimal customer interactions: I have always been committed to upholding established quality control standards and procedures to ensure optimal customer interactions. I trained team members on these standards and held them accountable for following them consistently. This approach has improved customer satisfaction and retention rates and increased revenue for the organization.
• Developed summaries to assess each client's participation level and determine targets for follow-up plans: I developed comprehensive summaries of client participation levels to assess the effectiveness of our engagement strategies. This approach has helped me identify areas where clients may need more support or resources and develop follow-up plans that address their needs. By providing personalized support, I have successfully increased customer satisfaction and loyalty.
• Created activities and engagements to enhance customer experience, knowledge, and patronage: I am passionate about creating engaging and meaningful customer experiences. In my previous roles, I created various activities and engagements, such as webinars, newsletters, and workshops, to enhance customer experience, knowledge, and patronage. This approach has increased customer engagement, customer satisfaction, and retention rates.

• Responsible for supervising all desktop deployments and support personnel. Managed Help Desk queue using a Remedy ticketing system.
• Coordinated team training and performance management. Reported to management the status of requests and tickets.
• Local PC support for company clients.
• PC builds and upgrades for company clients.