DANIEL EASTER

***** ********* *****, ****, ** ***50

acredh@r.postjobfree.com

713-***-****

EXPERIENCE

**** ******** ******** ********* (Formerly Aker Solutions) Houston, TX

Business Relationship Manager / IT Account Manager

Initiates and develops relationships with current business units, as well as potential leads.

Uses personally created CRM to document all customer news, and delivered it to other Frontica management board members.

Manages/negotiates escalations with outsourced IT employees, as well as contracts with other external vendors for improved customer service.

2011-2014 Aker Solutions Houston, TX

North American Operations Support Manager / IT Regional Responsible / PEM Champion

Managed the day-to-day functions of technical operations, local support IT, and customer relationship management while working through a global shared services ITIL model.

Focused Operations and Support with the KPI to achieve SLA throughout an entire year.

Held regular customer meetings with upper management to appropriately forecast their needs. Travel required.

Attended meetings with global management in order to relay important business unit information, develop company strategies, and evaluate performances.

Created training opportunities for technical operations talent, while moving redundant activities to local support and service desk.

Manage and audit Disaster Recovery functions for region business units.

2009-2011 Aker Solutions Houston, TX

North American Operations Support Team Lead

Managed the day-to-day functions of local support IT in North America, as well as the service desk.

Guided help desk with Level 1 and Level 2 responsibility to answer and close calls within SLA, escalate user requests as defined by the ITIL model, and create work instructions in order to shift responsibilities to the lower tiered teams.

Supported the call center culture to focus on such metrics as “low abandoned call rate” and “low call handle time” while also promoting excellent customer service.

2008-2009 Aker Solutions Houston, TX

Local Support Team Lead

Accepted a promotion and relocated from Pittsburgh to the Houston corporate office to manage multiple teams across the United States and Canada.

Reorganized how employees approached work order submittal and service call creation in order to hit customer defined SLAs (80% call resolution).

Pinned down major vendors to agree on new terms to consolidate resources with the focus on cost savings.

Created new roles in the local support in order expand team experience, remove “knowledge silos”, and to absorb responsibilities during cutbacks.

2004-2007 Aker Solutions Canonsburg, PA

Information Technology TSA I + II

Organized, and implemented software installations, updates, license server setups, etc.

Created and managed print servers.

General computer maintenance: Hardware and software.

Supervised company-wide merger with the Washington Union office and the Pittsburgh Metals organization.

Managed, and maintained technical support in six construction sites in multiple states.

2002-2003 Aker Solutions (Oxford Technical) Pittsburgh, PA

Drafter/Assistant Consultant

Managed references to steel factory layout plans, and superseded revisions for accessibility.

Created an easy-to-use database for all support staff to use on projects months before the deadline.

Revised and edited employees data before the information was sent to supervisors.

Reviewed plans step-by-step for any misinformation sent by previous contractors.

EDUCATION

2014 New Horizons Training Center Houston, TX

Six Sigma Green Belt Certification

2012 New Horizons Training Center Houston, TX

ITIL Operational Support and Analysis Certification

2008 New Horizons Training Center Pittsburgh, PA

ITIL Foundation Certification

1996-1999 Keystone Central Technical School State College, PA

Drafting Design Technology Degree

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