Dan Maxwell

San Diego, CA adw75s@r.postjobfree.com 760-***-****

Sr. Help Desk Technician with over 16 years of direct experience. History leading large teams of technical support personnel across 14 remote sites supporting over 1000 end users. Experience with ticket management, knowledge base creation and management, and training technical and non-technical personnel. Holds many Microsoft, ITIL, and CompTIA certifications, and earned a degree in Electronic Engineering Technology.

Help Desk Operations

Technical Support

Technical Team Leadership

Troubleshooting and Resolution

Customer Service and

Technical Training

Knowledge Base Management

Ticket Management

Windows, OSX,

Oral and Written Communications

Professional Experience

IT Technical Support

Palomar Holdings/Palomar Specialty Insurance July 2019 – February 2023

Led on-site and remote technical support for employees of specialty insurance company as first dedicated IT support personnel; oversaw daily management and troubleshooting of escalated software, hardware, and network issues, supported administration and security of Azure Active Directory, Exchange Online and related systems, and contributed to long-term IT infrastructure and security improvement projects.

Exceeded management expectations for support turnaround, customer service, and QA scores while receiving many pieces of positive feedback from internal personnel and company leadership.

Accurately logged all trouble tickets in ManageEngine ServiceDesk Plus tracking system, adhered to IT procedures and best practices, and partnered with management on call quality and technical abilities.

Managed Active Directory database of 200 users, responsible for accurate and timely creation, transfer, and removal of users, groups, distribution lists, shared mailboxes, security groups, MS Teams and channels; recognized by leadership for maintaining 100% accuracy of user access while quickly responding to requested changes.

Setup and deployed new laptops, led imaging of new systems, complied up to date software, tools, and scripts to assist in technical support, file recovery, and virus removal, and optimized asset management and hardware naming conventions to increase inventory control and security; improved turnaround times to support 300% company personnel growth while enhancing overall customer satisfaction.

Hands on experience with Microsoft 365 including license management, account creation, account updates, account removal, group/DL/shared mailbox creation and updates, Teams administration and SharePoint administration.

Worked with Intune, including adding software packages and using Autopilot to streamline the image process.

Supported development of new technical security standards, outlined new security processes for all users; leveraged Patch Manager Plus and Tenable/Nessus to find potential vulnerabilities and quickly eliminate and resolve issues.

Supported system upgrades that supported company growth and operations during COVID, led optimization of IT infrastructures and data, developed backend systems and connections, and deployed improved IP phone system strategy; able to ensure secure connectivity across all employees, reducing costs for phone service and offsite storage, and improving productivity for all 200+ users.

Spearheaded knowledge base article creation and updated technical steps, including migrating users to new computers, reimaging current computers, and replacing obsolete hardware; streamlined processes for quicker and more accurate resolutions, enabled faster recovery from catastrophic user computer failures, and created documentation that could be followed by any tech.

Environment included: Azure AD with Microsoft 365 (formerly Office 365), Intune, Intune Autopilot, OKTA, Tenable/Nessus, CrowdStrike, JumpCloud, Knowbe4, Malwarebytes, Robin (desk reservation tool), Splashtop, ThreatLocker, ManageEngine ServiceDesk Plus, and Patch Manager Plus.

Desktop Service Support Specialist

Illumina via Pro Unlimited July 2018 – July 2019

Led technical support actions for San Diego site of large biotech company; provided over-the-phone, remote, and in-person support to over 30 users daily in Windows and MacOS mix, troubleshoot and resolved technical issues related to password and logins, navigation of internal apps, and proprietary platforms.

Commended by leadership for effectively handling high volume of incoming incidences, identifying reoccurring issues and partnering with technical personnel on wide reaching fixes, and continually delivering high levels of technical and customer support.

Managed Active Directory database of 5,500 users.

Environment includes Office 2016 / Office 365, Box, OneDrive, SCCM, Casper/JAMF, CrashPlan, OKTA, Amazon WorkSpaces

(AWS), Cisco Call Manager, Google Authenticator, Blue Jeans and ServiceNow. IT Support Technician

ServiceNow via Insight Global October 2016 – June 2018

Led technical support actions for San Diego site of large SaaS developer; provided over-the-phone, remote, and in-person support to Windows and MacOS mix, troubleshoot and resolved technical issues related to password and logins, navigation of internal apps, and proprietary platforms.

Managed Active Directory database of 6,000 users and administered accounts/group membership for internal instance of ServiceNow.

Spearheaded one-on-one trainings for new employees, reviewed internal system functions, common issues.

Environment included: Office 2016 / Office 365, Box, OneDrive, LANDESK, SCCM, Casper/JAMF, Druva InSync, OKTA, VMware, Cisco Call Manager, RSA SecurID, Splunk, Google Authenticator, Citrix and of course ServiceNow. IT Help Desk Level 2 Lead and Level 3, Technician

Broadcom Limited via GDR Group 2006 – October 2016

Provide direct assistance to escalated tickets from Level 2 technicians; address and resolve user permission issues and end user problems with onboard PGP encryption.

Served as Lead Technician at San Diego campus averaging up to 200 tickets weekly; managed 18 L2 techs at 14 separate North American sites; created and analyzed support reports, including total number of tickets, updates per ticket, and knowledge base use; able to assign tickets to ideal techs, ensured end users were getting proper levels of support, SLA’s were met, and identified areas where additional training was required.

Led technical trainings, assisted users migrate to new environment after company acquisition; migrated users from Exchange to Gmail including creating and moving PSTs, updated PGP settings, set up users with Box and Google Drive, updated mobile phone email settings, and assisted users with single sign on.

Manage Active Directory database of over 10,000 users.

Provided hands on technical training for 20 new-hire Level 2 technicians; trained on ticketing system use, ticket handling and updates, configuration of company desk and mobile phones, processing new-hire and termed employees, navigation of knowledge base, and introduction to all in-house technical resources.

After being promoted to L3, acted as first point of contact on internal policies and procedures; handled escalated issues with mobile phone setup, problems with encryption, proper escalation procedures, and various rare and one-off user issues.

Created and updated knowledge base articles and solutions, updated links and screenshots, identified and created documentation for recurring issues, and tested and validated solution updates created by supervisors and techs.

Led large-scale IT projects including OS updates and the tracking and collection of 500 laptops and desktops during reorganization; coordinated collection and processing of equipment, reissuing workable systems, and securely disposing of outdated hardware.

Responsible for the setup and collection of laptops, desktops, Cisco desk phones and Apple and Android smartphones for new and terminated end users; led inventory management for all technical equipment, including maintenance, ordering, and repair of 100s of onsite items.

Education

Electronic Engineering Technology, ITT Technical Institute, Oxnard, CA Technical Certifications

ITIL 2011 Foundation

Microsoft MTA: Windows Server Administration Fundamentals

Microsoft Certified Professional (MCP)

Microsoft Certified Systems Engineer - NT4 (MCSE)

CompTIA A+

CompTIA Network+

Technical Skills

Operating systems:

o Windows 7, 8, 10, 11 and Mac OS X, iOS, Android.

Applications and Software:

o Azure Active Directory, Exchange Online, Microsoft 365, Intune, Teams, SharePoint, Splashtop, CroudStrike, OneDrive, ThreatLocker, JumpCloud, Tenable Nessus, OKTA, Malwarebytes, KnowBe4, ServiceDesk Plus, Patch Manager Plus, Remedy, VMWare, Google Apps, Cisco Call Manager / Unified Connect, Cisco AnyConnect, Cisco IP Communicator, WebEx, Zoom

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