Summary
Overview
Work History
Education
Skills
Timeline
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Lance Daul

Irondequoit,New York

Summary

  • Bachelor's degree in Computer Science along with over 7 years of help desk experience. Maximized productivity by supervising, mentoring and scheduling a large team of customer support personnel spanning multiple centers to meet organizational and operational objectives. Adept at interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Highly motivated and results-driven when resolving customer service issues and interacting with the staff. Strong ability to multi-task and organize multiple projects while still delivering an elite level of customer service. Exceeding SLAs while building agents for future growth.

Overview

23
23
years of professional experience

Work History

Mobility Support Specialist

Calero
10.2023 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Figure of excellence in this fast paced environment
  • Provide 1st line support with requests including mobile device support, activations, procurement of new devices
  • Leads the team with a high quality, professional, customer service demeanor
  • Supports co-workers with day to day operations questions
  • Handles complex situations
  • Provides insight and new ideas for existing processes

Customer Support Specialist

Whole Latte Love
05.2009 - 08.2010


  • Provided staffing, training and support for the team
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided day to day Support to agents
  • Provided basic end-user troubleshooting and desktop support
  • Responded to inquiries by phone, email and walk-up requests


Account Relations Manager

Unisys
09.2004 - 05.2009


  • Managed multiple locations globally in a high call volume environment.
  • Maintained holistic perspective of client relationships on day-to-day operational and strategic levels.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Managed accounts to retain existing relationships and grow share of business.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Consistently exceeded all SLAs.

Computer Programmer

Meridian Technology Group
05.2001 - 09.2004
  • Provided technical support using knowledge of complex technology to solve problems and support new projects.
  • Tested and deployed scalable and highly available software products.
  • Built databases and table structures for web applications using SQL Server and Oracle.
  • Performed regression and system-level testing to verify software quality prior to release.
  • Authored code fixes and enhancements for inclusion in future code releases and patches.
  • Analyzed and designed relational databases using SQL Server
  • Coded projects using C++, VB, Java,. NET

Education

Bachelor Of Applied Science In Information Technology - Computer Science And Programming

SUNY Empire State College
Saratoga Springs, NY
02.2000

Skills

  • Critical Thinking
  • Elite written and oral communication skills
  • Ticket management
  • Technical Writing
  • Mentoring
  • Microsoft Office Suite
  • Detailed documentation
  • Customer Relations
  • Technical Support Triage
  • Customer service expert

Timeline

Mobility Support Specialist

Calero
10.2023 - Current

Customer Support Specialist

Whole Latte Love
05.2009 - 08.2010

Account Relations Manager

Unisys
09.2004 - 05.2009

Computer Programmer

Meridian Technology Group
05.2001 - 09.2004

Bachelor Of Applied Science In Information Technology - Computer Science And Programming

SUNY Empire State College

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