LEE DANIELLO
Linkedin.com/in/leedaniello734
Summary
Detail-oriented Information Technology professional with 5+ years of technical experience and 6+ years of leadership experience. Aiming to leverage a proven knowledge of end user support, leadership, and soft skills to evolve the customer and employee experience. Excellent reputation for resolving problems, improving customer satisfaction and driving overall operational improvements. Frequently praised as adaptable, resourceful, and driven by peers, I can be relied upon to bring new ideas to any table.
Overview
10
10
years of professional experience
Work History
Technical Consulting Engineer
Cisco Systems
01.2022 - Current
- Mentorship: Mentor team members and new hires from incoming new graduate cohorts, providing support and resources to assist them in ramping up for their new roles.
- Training & New Hire Involvement: Developed and presented training material on newly implemented job tools to a multi-team audience. Recurring assessor for internal product trainings for presentation readiness. Recurring panelist in AMA sessions for new hire ramp up program. Active membership in internal L&D focus group.
- Technical Support & Backlog Management: Collaborate with cross-functional teams to support customers’ technology concerns using a variety of resources to fill in knowledge gaps. Consistently maintain good case hygiene and backlog numbers, exceeding KPIs and CSAT expectations.
Service Desk Analyst
Barnhardt Manufacturing
11.2019 - 01.2022
- IT Communications: Created and published a multi-page SharePoint intranet site for the IT department, aimed at increasing communication between IT and stakeholders. Responsible for conveying critical and time-sensitive information to appropriate stakeholders.
- Service Desk: Field and route incoming Service Desk tickets via phone, email, and Jira Service Desk software. Responsible for troubleshooting level 1 and 2 tickets, and routing any tickets requiring escalation to appropriate parties.
- Technical Support: Excel at supporting internal customers with technical issues by communicating at their level of understanding while ensuring issues are corrected in a timely manner.
- Enterprise Network Monitoring: Lead the implementation of an enterprise-wide network monitoring software, including initial configuration and maintenance of network monitors and alerts.
Financial Crimes Specialist
Wells Fargo
01.2019 - 11.2019
- Systems Support and Implementation: Act as first line of technical support and assist with new hire system setup and troubleshooting.
- Consumer Account Analysis: Monitor and research moderate to complex account activity, and action cases that display any signs of fraud, suspicious activity, identity theft or financial abuse.
- Customer Care: Handle inbound and outbound calls to verify customer account activity, while upholding corporate care standards
Microsoft Expert
Best Buy
04.2018 - 02.2020
- Subject Matter Expert (SME): Acted as a resource for fellow employees for all inquiries regarding Microsoft products, including Operating System, Software Suite and promotional inquiries.
- Sales Consultant: Exceeded all sales KPI standards set forth by both Best Buy and Microsoft.
- Leadership: Acted as a leader within my department and store, resolving escalations, coaching peers, and assisting leadership team with administrative tasks.
Computing Sales Consultant
Best Buy
09.2017 - 04.2018
- Sales Goals: Exceeded all sales KPI standards set forth by Best Buy
- Expertise: Provided in depth knowledge for customers seeking to purchase, build or upgrade a computer, requiring a working knowledge of operating systems, software and hardware components.
- Problem Solving: Offered whole home technology solutions for customers looking to upgrade their technology
Starbucks Manager
Harris Teeter
01.2015 - 10.2018
- Labor and Logistics: New hire onboarding, publishing weekly schedules, adhoc reporting on labor trends and forecasts, supply order maintenance, and invoice requisitions.
- Business Growth: Growing the business by adhering to P&L standards, promoting team member engagement and upselling with contests, and following all promotional guidelines set forth by corporate
- New Store Opening: Opened and managed newly opened store, and assisted with 2 other new store openings, providing training for managers for those locations.
Benefits Administration Support Analyst
Broker Builder Solutions
05.2016 - 12.2016
- Client Platform Implementation: Introduction of new clients to benefits software platform, including quality testing, pre and post implementation training, and ongoing support.
- EDI and Data Management: Importing all data into platform portal for client use, EDI feed configuration and testing for over 30 benefits carriers, and requisition of weekly error reports
Education
Associate of Science - Business Administration
Wake Technical Community College
Raleigh, NC, USA12-2020
Skills
- Mentorship & Leadership
- Conflict Resolution & de-escalation
- Windows/Mac systems
- Technical issues analysis
- Training & Development
- Troubleshooting & Diagnostics
Timeline
Technical Consulting Engineer
Cisco Systems
01.2022 - Current
Service Desk Analyst
Barnhardt Manufacturing
11.2019 - 01.2022
Financial Crimes Specialist
Wells Fargo
01.2019 - 11.2019
Microsoft Expert
Best Buy
04.2018 - 02.2020
Computing Sales Consultant
Best Buy
09.2017 - 04.2018
Benefits Administration Support Analyst
Broker Builder Solutions
05.2016 - 12.2016
Starbucks Manager
Harris Teeter
01.2015 - 10.2018
Associate of Science - Business Administration
Wake Technical Community College
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