D a n i e l M c A d a m s

T e c h n i c a l E n g a g e m e n t M a n a g e r

S U MMARY/O B J E C T I V E

Astute Technical Engagement Manager offering over a decade of experience supporting industries such as healthcare, logistics, manufacturing, service, and many more. Efficient and proactive leader with expertise in project and managed service program management. Enthusiastic problem solver who loves handling unique and difficult conversations with finesse, resulting in success for all. P R O F E S S I O N A L E X P E R I E N C E

Service Delivery Manager Arraya Solutions, Blue Bell, PA May 2020- June 2023

Mentored and led Service Manager Delivery team while documenting policies and future onboarding processes.

Approved client invoices for finance and tracked time for all resources associated with contracts.

Stewarded potential expansions of current contracts with clients as opportunities arose.

Coordinated/Escalated severity 1 issue responses and communications.

Performed as internal operations manager coordinating updates and migrations of local devices.

Weekly discussions with Customer CIO and IT Directors to provide status reports and ongoing solutions.

Auditing contracts and ensuring all obligations are met and profits were at expected levels.

Coordinating 4+ groups consisting of 30+ resources for client needs and requests due to current lack of operation management.

Managed 10+ clients and retained 30% or greater profit margin.

Analyzed trends from data supplied to help develop business solutions.

Presented internal and external account reviews for executive leadership. C O N T A C T

Phone: 610-***-****

Email: ad3s4n@r.postjobfree.com

Address: 42 Darien Rd, Newark DE 19711

LinkedIn: www.linkedin.com/in/daniel-mcadams-87031035/ E D U C A T I O N

INFORMATION SCIENCE AND TECHNOLOGY PENN STATE

UNIVERSITY PARK, PA

2000-2006

S K I L L S

PROFESSIONAL

Program/Account Management

Agile Methodology

Communication Skills: Excellent Verbal

and Written

Data Visualization and Analysis

Relationship Management

Proficient in MS Office Suite

Risk Management

Service Delivery Manager Verinext, Blue Bell, PA September 2016- April 2020

Managed over 10 projects simultaneously with success.

Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals

Directed responses from Support Teams for high visibility/critical support tickets over 3 times per week across portfolio.

Developed and led weekly status reports with executive level stakeholders.

Advised clients on methods, technologies, process improvements and training that would increase overall business potential by analyzing client data.

Developed technical documentation with team and approved "out-of-scope" work for additional billing.

Ensured support and project teams were delivering against established expectations, timeline and quality standards while increasing profit margin and average of 30%.

Advised on areas of possible improvement to reduce costs and service delivery times.

C E R T I F I C A T I O N S

In Progress- ITIL Certification

PERSONAL

Problem Solving

Time Management

Collaboration

Adaptability

Strategic Thinking

Leadership

P R O F E S S I O N A L E X P E R I E N C E C O N T I N U E D Application Support Analyst Susquehanna International Group, Bala Cynwyd, PA January 2013- September 2016

Supported applications in both Windows and UNIX environments.

Performed Testing for High-Volume Rendezvous Messaging Multicasts (250 million + messages) and utilized applications that normalized that data.

Replayed RV messages manually through system and into Hadoop searchable archive using Solace Queues and Multicasts.

Administered and created Queues on Solace devices to route RV messages.

Coordinated and tested installation of Dev-Production applications and upgrades for BNR (Books and Records) team

Planned and implemented hardware/security upgrades that affected company's core teams.

Handled communication to business while helping solve critical production issues.

Created scripts in Python/Perl/PowerShell that edited configuration files or cleaned up log directories as needed.

Managed multiple ticketing systems to communicate requests and issue updates across teams.

Provided documentation, as well as built workflow structures for supported systems.

Led on-boarding efforts for newly added internal groups to be supported. BPM Project Support Analyst and Coordinator Verinext, Kennett Square, PA January 2011- January 2013

Supported "In-House" and "Off-The-Shelf" SharePoint applications.

Created documentation and processed tickets for any maintenance changes.

Investigated logs and .Net code to find issues in applications leading to proactive solutions.

Added, removed, edited users and processes, within Agile Point Enterprise manager.

Reset 13+ production passwords manually every 90 days leading to creating of workflow to streamline password reset process.

Led technical team to troubleshoot and resolve outstanding issues in production.

Created proposals to suggest future projects and updates to BPM applications.

Worked with QA team to run and troubleshoot processes during testing phase.

Provided solutions to operations issues and end users, working closely via phone, email, live chat and web teleconferences.

Troubleshooted and evaluated user problems, using test scripts, personal expertise and probing questions.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Led on-boarding efforts for newly added internal groups to be supported. Web Application Support Analyst Penn Medicine, Philadelphia, PA January 2008- January 2011

Tracked and Resolved over 100 tickets per month related too in-house web applications

Served as liaison between end users and developers.

Created and supported University Intranet and Internet web pages.

Participated in defining project scopes and strategies for Web Group Projects.

Tested system changes and development to ensure accurate and complete system functionality.

Instructed team members and end users in functions, capabilities, and use of all applicable systems as assigned, including demonstration, presentations, and teaching formal classes.

Developed detail procedures and training materials, for users and/or operations, to support effective processing of all systems.

Participated in system installation and implementation activities, including user support, as requested to meet project objectives.

Accepted on-call responsibilities and responded with appropriate action, either by phone or on-site.

Developed and maintained published documentation for UPHS Web Applications Group.

Evaluated user issues, using test scripts, personal expertise and deductive questions.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

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