Daniel Dickson

801-***-**** ac178d@r.postjobfree.com

https://www.linkedin.com/in/danieljdickson

SUMMARY

Information Technology Services Professional with expertise in developing training and education programs, technical support management, project management, enterprise software implementation and technical writing. Background includes working for a telecommunications company, a cloud based document management company, a large Fortune 500 software security development firm as well as a large print, digital, and supply chain solutions organization. Unique skills: Extensive customer and technical support, mentoring, AGILE methodologies, team collaboration, and team leadership.

Other relevant skills include:

Editing

Public speaking

Marketing and sales

Proposal writing

Leadership training

Tier 2 support

PROFESSIONAL EXPERIENCE

MetTel Salt Lake City, UT 2015 – 2017

Technical Trainer

Developed training materials and knowledgebase for new web portal product. Worked closely with directors of Training and Development with each project. Trained internal users, customers, and partners on how to use portal for ordering new services, managing inventory, billing management, and user management. Supported all users of portal with technical issues, by helping them to resolve issue, or submit bug reports and feature requests to development team.

Created courseware with a learning management system product to help U.S. governmental agency users learn the portal.

Formatted and rewrote user guide to be easier to read and understand.

Managed creation of knowledgebase and created all of the written content for the portal with links to the video content.

Worked with partner development team to identify partners for training that had the most involvement with the previous portal to get them to adapt the new portal and assist in training their clients.

Edited customized pricing, plans, and inventory based on each customer's contracted rates, and added new devices with new pricing as the mobile carriers would release them.

Netdocuments Lehi, UT 2014 – 2015

Professional Services Consultant

Managed full scale implementation projects from post sale by creating SOW, to go live with full implementation. Reevaluated and edited budgets and estimated costs when projects were delayed or changes with the project the customer wanted. Trained administrators on how to manage their document management system repository in the cloud. Instructed end users on the user interface of our product, and how to effectively upload, create new, and edit existing documents. Troubleshot existing document population, and the most effective way to import the documents into the cloud.

Rescued troubled project where customer was ready to quit because a partner stopped communicating with them, which saved the customer and helped them to be excited about the product.

Efficiently moved project that had delayed on the customer's end forward to full implementation, which helped increase our subscription revenue.

Traveled to customer sites to troubleshoot document import issues, train the users, and provide floor support, which helped acclimate the customer to our product, and create a more successful go live.

Identified issue while at client site, where two of their major clients documents were not profiled correctly, which eased their mind and gave them confidence in my ability to quickly fix issues.

Used project management tools to create plans of action to get the customer involved, which helped the project run smoothly, and finish in the time agreed upon.

Symantec Corporation/PGP, Lindon, UT 2008 – 2014

Team Lead, Encryption Support

Managed case assignments, and supervised team members. Handled escalated customer issues. Mentored team members in advancing skill sets. Troubleshot complex issues with Linux OS PostgreSQL Symantec Encryption Management Server with mail flow, policy, user enrollment, disk encryption, database management, public key encryption, and key administration over the phone, and through remote virtual environments.

Contributed to project of developing mentoring program for new hire support engineers, which provided an invaluable resource for managers, the mentor, and the mentee.

Managed individual projects for restructuring training program, which allowed full control of project from concept to completed job.

Developed both internal product trainings, and instructions on product use for customers, which improved understanding of products and their use.

Created new hire orientation guide for new technicians, which aided in understanding of products, customers, and corporate culture.

Selected for committee to reorganize technical support teams, which provided the opportunity to plan the project, submit the proposal, and facilitate with implementing it.

RR Donnelley Logan, UT 2004 – 2008

Project Manager/Programmer

Programmed, and managed cross-functional teams on multiple projects for 1099 IRS returns. Effectively communicated with clients to achieve their projected goals and timelines.

Mainframe Operator

EDUCATION

Bachelor of Science - Business, Technical Writing, Utah State University, Logan, UT

TECHNICAL SKILLS and CERTIFICATIONS

Computer applications and Systems: Proficient in MS Office, MS Active Directory, MS Exchange, Adobe PhotoShop, HTML, Asymetrix ToolBook, Atlassian JIRA and Confluence, Mainframe JCL, MACH, Linux, Apache, Tomcat, PostgreSQL, Mac OSX, VMware, Salesforce, SmartSheets, Camtasia

Certifications: Comp TIAA Network +

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