STYVON DANIELS

Phone: 267-***-****

Philadelphia, Pennsylvania 19143 Email: adzvk9@r.postjobfree.com

Client Support Specialist

A highly experienced Senior IT Professional with a strong background supporting US and International clients. Coordinating task in all aspects of the networking and computer equipment industry for London, Hong Kong, Australia, and Singapore. A proven passion for leading others demonstrated by a vast number of special projects and career promotions. Excellent track record for motivating and driving a successful team through the use of collaborative technical and leadership skills.

Relevant Areas of Expertise

SCCM/Remote Access

Microsoft Windows-7

Microsoft Windws-10

O365

WorkspaceOne

Windows 10 Migration

Deployment

Service Now

Active Directory

VDI(Virtual Desktop)

Wi-fi

Lan/Wan

Mainframe

2007 to Present

2010 to Present

2019 to Present

2019 to Present

2019 to Present

2019 to Present

2016 to Present

2016 to Present

1997 to Present

2016 to Present

2016 to Present

2007 to Present

2007 to Present

Key Skills Assessment

Technical Support – Provide clients with excellent client support. Identify client problems quickly and work diligently to resolve them. Ask the client important discovery questions to remotely support their issues. Conferenced other key team players in order to determine root cause and preventive actions.

Reset user’s account that were locked out via Active Directory.

Answer and log customer’s calls and e-mail request maintaining a low abandonment rate.

Receives initial client contacts (telephone, e-mail, etc). Report and track daily technology problems, inquiries, and related request. Responds accurately and promptly to incoming contacts. Collects required data and logs detailing client issues in the IT Problem Management database (Service Manager).

Provided periodic on-call support (beeper) to several significant clients.

Demonstrate tact in sensitive situations with clients.

Installing HP LaserJet printers, faxes, scanners, and software via-remote access in a Windows XP and Windows-7 environment.

Managed incidents escalations, crisis calls, and critical bridge calls.

Provided support for the Cisco network infrastructure.

Assisted clients with accessing VPN /Citrix while either at home or traveling for business.

Computer Hardware – Analyze and identify performance gaps in hardware and services. Swiftly and authoritatively drive necessary changes to increase the overall performance of the computer hardware. Demonstrate the ability to make sound decisions through analysis of current and future hardware requirements.

Professional Experience

Vanguard 2022 – 2023

IAM provisioning engineer

Complete access and security request to grant. update or remove employees and contractor’s system access

Analyze the security impact of each request, identifies approval needed and determines the appropriate approach to complete the request.

Maintain effective service relationship with business units by keeping them informed of the status of their access request and tickets and provide non-technical answers to access questions.

Meet teams and departmental service levels and objective.

Uphold strong global working relationships with other members of IAM. Information Security, IT, and business partners.

Resolves Tier 2 and 3 technical issues (simple to semi-complex in nature) to determine root cause and implement corrective actions. Recognizes when to escalate and use as an opportunity to increase knowledge and acumen.

Accountable to meeting quality, productivity, and service standards, identifies opportunities to improve the efficiency and effectiveness of access administration process and procedures.

Applies risk management knowledge to improve efficiency and effectiveness of access administration.

Participates in project support related to access provisioning and improving current work flows.

Executes control steps to determine the quality of work performed.

Ensure data integrity for access information that enables accurate identity and access management provisioning.

Assists internal employees and contractors in increasing their awareness of IAM policy and standards.

Participate in special projects and perform other duties as assigned.

SAP 2021 – Current

Technical Helpdesk Representative

Assisted clients with password reset/unlocks

Provide assistance with logging onto the VPN/Network.

Proficiency with Microsoft Office Suite (Word, Excel, Powerpoint, Outlook).

Communicate regularly and effectively with clients. Treat clients with the utmost respect and treat their issue with a level of personal attention and willingness to go above and beyond to solve the issue.

Resetting and resynching RSA tokens.

Documenting client’s issue through management tool(Service Now).

Lincoln Financial Group 2020 - 2020

Technical Support Representative

(7 month contract)

Assisted clients with password reset/unlocks

Created and assisted clients with registering onto the Lincoln Financial website.

Respond to and resolve customer issues via email and voice-mail.

Escalate clients service issues or concerns to senior team members and or management.

Provide assistance with logging onto the VPN/Network.

Proficiency with Microsoft Office Suite (Word, Excel, Powerpoint, Outlook).

Vanguard, King of Pruisia 2007 – 2019

2007-2010

2011-2015

2016-2019

Helpdesk Analyst

Focused on technical Support Tier 1. Managed escalations and live incoming client call support during peak support hours. Worked quickly to resolve problems but gave each client individual attention.

Report and track client technology problems, inquires and other related requests. Work collaboratively with the client to resolve their technology issue in the fastest method possible.

Captures all important data to be collected for each helpdesk client issue. Track that information in the client database to ensure the smooth flow of information between client and Vanguard.

Determine the severity of client technology issues through discovery questions asked during the initial contact. Resolve a large percentage of these issues without assistance. Escalate those issues that cannot be solved.

Communicate regularly and effectively with clients. Treat clients with the utmost respect and treat their issue with a level of personal attention and willingness to go above and beyond to solve the issue.

Authored detailed training material on VERITAS backup software service. Interfaced with other colleagues to ensure a smooth launch and flawless integration in their country.

Demonstrated the ability to maintain confidentiality and safeguarded client’s sensitive documents

Assisted with the migration from Windows 7 to Windows 10 and O365..

Highpoint-Solutions, King of Prussia, Pennsylvania 2006 – 2007

Helpdesk Team Lead

Responsible for managing and acquiring, activating, deploying and troubleshooting PDA’S, wireless sprint cards and blackberry wireless devices.

Provide level 2 support including troubleshooting and resolution of reported incidents and other request.

Document client reported issues in detail in internal tracking system.

Perform testing of the latest software updates that would be rolled out to internal and external users.

Reset user’s account that were locked out via Active Directory.

Ensure the Replication of clients reports in Lotus Notes.

Installing HP LaserJet printers, faxes, scanners, and software via remote access in a Windows XP environment.

Assigning task to team members as needed, and following up to assure that tasks are accomplished.

Working together with Helpdesk Manager, continually looks for ways to improve the performance of the team through new or modified processes or procedures.

SunGard Availability Services, Voorhees, New Jersey 2003 – 2006

Senior Client Service Representative/Supervisor

Coached, mentored and trained all client service representatives. Tactfully addressed their customer service skills and dealt with any issues that were in need of attention or additional training.

Managed escalations and crisis situations. Deployed a cross functional team to quickly resolve all client issues. Followed up with clients to ensure the fix was successful at eliminating their problem.

Maintained the integrity of the internal helpdesk ticket system. Ensured that all employees and clients were following the proper procedures and protocol with helpdesk tickets.

SEI Investments, King of Prussia, Pennsylvania 1997 – 2002

Support Center Analyst (1999-2002)

Delivered operational and technical production related support to both internal and external clients. Interviewed each client to determine their technical assistance needs. Jointly developed a plan to problem solve their issue.

Answered all client calls maintaining a low call abandonment rate. Asked discovery questions of each client to determine their overall need for support in a brief summary.

Created TSO users internally and externally. Performed pings and trace routes while opening service request. Took ownership of each of these client services and ensured their effective launch with the client.

Provided first-level diagnosis for a variety of technical issues for each client. Performed security resets, session manager updates, SNA terminal and printer resets, VPS resets, HSM recalls and customer information requests.

Production Control Analyst (1997-1999)

Ensured all deliveries were sent out according to the production schedule. Monitored and tracked the delivery process through databases and portal systems. Quickly address any delivery issues.

Provided the first level of defense for all audits/systems and initiate changes or additions to these systems. Tracked the effectiveness of all system implementation from the launch phase onward.

Effectively communicated the status of each project to the individual client commissioning the project. Provided any technical support necessary to satisfy the client after launch.

IMS America Ltd., Plymouth Meeting, Pennsylvania 1994 – 1996

Production Control Analyst (1995-1996)

Provided the first level of support and defense during the problem investigation and resolution phase. Worked closely with clients and communicated the status of their issue with them on a regular basis.

Reviewed planning documents to execute the system set up for critical jobs. Determined the required resources and ensured they were obtained prior to setting up system requirements.

Developed and implemented service related policies and procedures. Trained all necessary individuals within the organization. Enforced these policies and procedures during project reviews.

Project Leader (1994-1995)

Implemented a tool that downloaded client data from the server and on to a PC. This was later processed to a CD-ROM and delivered to the client. Saved IMS America thousands of dollars by eliminating the countless binders of paper that used to be delivered to the client in place of the CD-ROM.

Read this tool across to other clients such as FedEx and Airbourne. This tool also eliminated the amount of man hours utilized to create the old binder system.

Maintained all project schedules and held regular meetings to track their progress. Ensured all projects were delivered on time and within budget.

Obtained all of the necessary resources for the project including team members and hardware/software. Acquired these resources in the most cost effective way possible to reduce budgetary spending.

Education & Training

Certificate, CCNA, Internetworking Learning Institute, Mount Laurel, New Jersey

Certificate, CCNP, Internetworking Learning Institute, Mount Laurel, New Jersey

High School Diploma, University High School, Philadelphia, Pennsylvania

Platform Knowledge

AS/400, Client/Server, IBM MAINFRAME, Micro Focus Rumba Desktop 8.1, UNIX, PeopleSoft, Sybase, Lotus Notes, Outlook, HP Service Manager, CITRIX, Active Directory, CA Provisioning Manager, Tivoli, VMware, GOTO Assist, Veritas Netbackup, Symantec Endpoint Protection, (eTrust), RSA Admin, VPN, PBA Safeguard, SCCM

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