Steve McDaniel

Email: abqiuu@r.postjobfree.com

Address: **** *. ***** ****** ****. #440

City: Henderson

State: NV

Zip: 89074

Country: USA

Phone: 480-***-****

Skill Level: Management

Salary Range: $85,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Steve M. McDaniel

1000 N. Green Valley Pkwy. #440 Henderson, NV 89074 480-***-**** abqiuu@r.postjobfree.com

www.linkedin.com/in/smmcdaniel

Information Services Manager

Highly effective and results-proven professional with extensive experience building and managing teams that support voice and data networks for global organizations. Strong qualifications in relationship management, leadership, quality assurance, strategic planning and implementation, budget administration, and vendor management. Proven ability to develop and redesign operating procedures to increase productivity and profitability. Reputation for strong work ethic and uncompromising devotion to customer service.

Areas of Expertise

Operational Efficiency & Quality Assurance

Contract Negotiation & Vendor Management

System Development & Implementation

Customer Service & Help Desk Support

Asset Management & Procurement

Budget Development & Administration

Team Building & Leadership

Policy & Procedure Development

Professional Experience

TECHNOLOGY LINKED CONSULTants (TLC), Las Vegas, NV 2010 to Present

Global Information Services consultation.

Managing Consultant, Information Services

Provide consulting for Information Services support organizations with a mission to leverage new business process designs to achieve higher levels of efficiency focusing on customer service level agreements. TLC works with clients worldwide to provide partnerships and technology exchanges. With clients in the Silicon Valley, Israel and Asia, TLC has a vast network of leading technology firms working together and forming global relationships.

Key Accomplishments:

Evaluate, design and consult technical operation support models for organizations.

Provide consultation on team building, leadership, employee motivational management and the integration of quality customer service delivery focusing on service level agreement management. (SLA)

Consulting of help desk procedures and service desk platforms to dispatch, manage, and resolve ticket life cycles throughout multi-tier support models.

Law & Expert Consulting Group (LECG), Emeryville, CA 2007 to 2010

Global expert services and consulting firm.

Senior Manager, Information Services

Oversaw an 18-person team that provided Tier 1 and Tier 2 support to 30 offices throughout the U.S. Provided technical assistance on endpoint management, WAN, LAN, telecommunications, and mobile devices. Managed a $1.3 million operating budget. Performed asset control, inventory management, and hardware procurement. Partnered with office managers to ensure high performing technical operations and functionality aligned with business unit goals. Monitored and enforced service level agreements (SLAs) with business units and customers.

Key Accomplishments:

Led the design, development, and implementation of a new IS management platform based on ITIL framework.

Designed and implemented service desk ticketing system to manage workload and call volume of support teams. Redesigned help desk procedures to improve ticket handling and dispatching.

Implemented a training program for new engineers with an emphasis on quality and customer service.

Created a hiring process that reduced staffing expenses by $100,000 annually.

Implemented and revised policies and procedures to achieve compliance with Sarbanes-Oxley regulations.

Steve M. McDaniel, Page 2

480-***-**** abqiuu@r.postjobfree.com

Professional Experience Continued

Cisco, San Jose, CA 2000 to 2006

Worldwide leader in networking that transforms how people connect, communicate, and collaborate.

Telecommunication Services Manager (Contractor through STS International)

Managed a 17-person AVVID VOIP Tier 2 team that provided 24/7 remote on-call support for 150 offices throughout the U.S., Canada, South America, Central America, and Mexico. Maintained SLA and instilled client management philosophy to achieve customer satisfaction. Interfaced with vendors to maintain systems. Collaborated with Tier 1 and Tier 3 support groups to deliver quality service.

Key Accomplishments:

Revised help desk procedures to improve case handling and dispatching, resulting in enhanced service delivery. Utilized Remedy ticketing system to manage call volume and produce performance measurement reports.

Directed Call Manager and Unity implementations to replace PBX systems. Led systems integration of Aria Lucent voicemail system; resolved all connectivity issues.

MERVYN's CALIFORNIA, Fremont, CA 1992 to 1998

Leading American retailing company.

Information Services Lead, Data Center Operations (1994-1998)

Managed a team of 3 IT technicians that provided 24/7 support to the data center operations for the Northern California Distribution Center. Participated in strategic business planning to align technical operations with business expectations. Maintained rapport with clients and managed vendor relationships.

Key Accomplishments:

Oversaw security administration, network dial-in, and multi-platform midrange distributed system support for IBM System 88, QNX AT Networks, LXE Wireless Terminal System, NDC Control System, paperless pick system, and warehouse management system.

Performed LAN, PC, and PBX administration; supported Windows NT 4.0, Lucent Definity G3 voice network, AT&T System 75, CAT5 cabling, and MAC.

Conducted technical training for new employees.

Information Services Technician (1992-1993)

Education & Certifications

Heald College, San Jose, CA

Associate of Applied Science in Networking Technology

Associate of Applied Science in Computer Technology/Electronics

Certifications:

Cisco IP Telephony Operations Specialist Cisco IP Telephony Design Specialist CCDA Cisco Certified Design Associate CCNA Cisco Certified Network Associate A+ Certification

Training

Leadership & Motivation, Institute for CIO Excellence, USC Upstate, 2012

Architecture for Voice Video Integrated Data, Skyline Computer Inc., Campbell, CA, 2001

AVVID Bootcamp, Skyline Computer Inc., Campbell, CA, 2001

Cisco Internet Protocol Telephony, Ascolta Inc., Irvine CA, 2001

Interconnecting Cisco Networking Devices, Ascolta Inc., San Jose, CA, 2001

Nortel Networks Familiarization Training, Global Knowledge Network, Richardson, TX, 2000

M803 Administering Microsoft Windows NT 4.0, Productivity Point International, San Jose, CA, 1998

Networking Fundamentals: Data Communications LAN/WAN, American Research Group Inc., Cary, NC, 1996

QNX 2 Operating System Workshop, Data Kinetics Ltd., Ontario, Canada, 1995

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