PROFILE

Experienced manager with **+ years experience. Strong leadership, project management,

customer service, computer and problem-solving skills with proven ability to excel in all environments.

EXPERIENCE

TECHNOLOGY SUPPORT CENTER MANAGER, CONDÉ NAST, WILMINGTON, DE 2015-2017

Successfully managed two separate help desks, with a total of 18 people reporting directly to me. Each group had separate metrics and KPI’s.

Maintained over 80% First Contact Resolution for any client contact across the enterprise. Reduced average support call time by implementing a project to have CRM information appear on agents screen based on caller information from Cisco. Automated the on-boarding process with the PeopleSoft and Networking teams to reduce agent workload and improve turnaround time. We were able to perform the same work with a 25% reduction in staffing.

Managed on-boarding projects when new businesses would be acquired to ensure clients experienced as little downtime as possible.

Migrated department scheduling over to Humanity scheduling online to allow for simpler and more accurate accounting of employee time.

On-site support for the 1 Word Trade Center move - ensuring that all internal customers

(desktops, laptops, smartphones, tablets, IP telephony and printers) were fully operational during the corporate relocation into 1 World Trade Center. This project enabled internal customer productivity throughout the lengthy relocation process with no business inter- ruption effect during the move.

Achieved 95% positive client satisfaction survey responses. Maintaining, updating and testing our internal SOPs, including merging documentation from two help desks.

400 Foulk rd, Apt 4C1, Wilmington, DE 19803 302-***-**** ac2a60@r.postjobfree.com https://www.linkedin.com/in/danieldortenzio/

DANIEL A. D’ORTENZIO

TECHNOLOGY SUPPORT CENTER TEAM LEAD, CONDÉ NAST, WILMINGTON, DE 2013-2015

Saved the company $1 million annually creating a manual new hire process reduced turn around time from 5 days to 48 hours, and no longer required an expensive Identity Man- agement system. This led to promotion.

Consolidated and automated morning CRM reporting to fit the needs of the key stake- holders.

Increased First Contact Resolution by 300% via coaching, documentation and improved processes.

Managed a team of 5 agents for Advanced Central Services that was independent of Conde Nast. Weekly support meetings with markets in DE, Michigan and PA. Converted paper SOPs to Sharepoint Online. Responsible for scheduling, training, and coaching of ACS agents. All level of remote support for ACS. Split approximately 90% pc, 10% mac. CLIENT SERVICES TECHNICIAN, CONDÉ NAST, WILMINGTON, DE 2007-2013 Spearheaded a proposal to improve our knowledge base and the procedures behind it to ensure the information is easily available and accurate for Technology Groups across our enterprise using Sharepoint online. This led to promotion. Deployment and reporting of software package installation during our MS Exchange mi- gration for 3500+ clients.

Tested software (Mac, PC and Applications) builds before they were deployed to client machines. The feedback has improved processes, documentation and deployment. Created the process for the morning Anti-Virus reporting across the enterprise. Any de- tected threats were removed manually and with removal tools and documented in our case management system.

Provided all levels of remote support for 3500+ clients in NY, CA, DE, London, Paris, Milan and other international locations. Split approximately 75% mac, 25% pc. Processed all per- sonnel changes, i.e., new hires, separation, and department moves for the company. An- droid and iOS tablets and mobile devices. Exchange, Sharepoint and Office 365 online support. Virus/Spyware remediation and system performance troubleshooting. 400 Foulk rd, Apt 4C1, Wilmington, DE 19803 302-***-**** ac2a60@r.postjobfree.com https://www.linkedin.com/in/danieldortenzio/

MAC GENIUS/APPLECARE TECHNICIAN LEVEL 2, KING OF PRUSSIA, PA 2006-2007

My team and I improved the efficiency of our department from the bottom 20% to the top 5% fastest and most profitable service centers in Apple retail. Provided customer support, including hardware and software troubleshooting and prod- uct training. All levels of repair for Apple hardware and software products. Provided tech- nical support for in-house staffing and systems. Authorizing warranty claims. Responsible for all aspects of repair workflow, including repair prioritization and case management. SERVICE MANAGER, H2 COMPUTERS INC., DOYLESTOWN, PA 2005-2006 I increased the profitability of our service department by 65%, by having all repairs per- formed in-house.

I installed and maintained a 45 client Macintosh OS Server based network into a new sa- lon, running on a PowerMac G5 quad-processor machine. The setup included a separate, independent guest network

Responsible for daily operations of all aspects of the service department, specifically en- suring proper compensation, workflow, and warranty requirements of Apple. Onsite client training and network/computer installations. Taught various entry-level computer classes as well as private in-home instruction.

EDUCATION & CETFICIATIONS

DELAWARE COUNTY COMMUNITY COLLEGE NETWORK ENGINEERING, 2007 NEW HORIZONS IT SECURITY, 2008

A+ CERTIFIED SERVICE TECHNICIAN

APPLE CERTIFIED DESKTOP TECHNICIAN

APPLE CERTIFIED PORTABLES TECHNICIAN

APPLE CERTIFIED TECHNICAL COORDINATOR

APPLE CERTIFIED HELP DESK SPECIALIST

HDI SUPPORT CENTER CERTIFICATION

400 Foulk rd, Apt 4C1, Wilmington, DE 19803 302-***-**** ac2a60@r.postjobfree.com https://www.linkedin.com/in/danieldortenzio/

SKILLS AND KEYWORDS

Leadership, Team building, Project Management, Coaching, Training, Cisco UCCX, Cisco Agent Desktop, Cisco Supervisor Console, Cisco WebEx Admin LANDesk, LANRev, Abso- lute Manage Admin, RDC, Apple Remote Desktop, Timbuktu, Citrix, PeopleSoft CRM, Of- fice 365 online, Exchange Administration Console, Outlook, Entourage, Active Directory, Universal Type Server and Client, Extensis Font Suitcase, MS Lync, Skype, Cisco WebEx Admin, Zoom, Slack, Trello, Hipchat, Zendesk, Atlassian Jira, Confluence, Sharepoint On- line, MS Onenote, Adobe Creative Suite, Mobile tablets and phones. 400 Foulk rd, Apt 4C1, Wilmington, DE 19803 302-***-**** ac2a60@r.postjobfree.com https://www.linkedin.com/in/danieldortenzio/

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