Business Development Help Desk

Jermane McDaniel

DFW Metroplex, TX

Mobile: 815-***-**** • Email: ***************@*****.***

QUALIFICATIONS SUMMARY

Extensive experience in engineering, management, problem-solving, sales and training. Proven record in meeting aggressive goals in competitive markets. I am confident I can offer the same value to your team that I have delivered consistently in my previous roles with my strong attention to detail, selling and presentation skills. In addition, I can work independently or as part of a team while managing multiple projects concurrently.

CORE COMPETENCIES

•Sales Project Leadership •Strategic Business Development & Planning •HMRS Trainer

•Client Relationship Building •Strategic Thinking/Problem Solving •Process Improvement

PROFESSIONAL EXPERIENCE

Computacenter - Plano, TX Aug 2008 to Jul 2024

Onsite & Remote Support Manager for Rolls-Royce contract (contract change)

Manage, monitor & support onsite & remote support throughout the US, Canada & Brazil

Communicate across organizational boundaries – engineers through to senior managers

Collaborate with Rolls-Royce Leadership to solidify service and ensure customer satisfaction

Monitor overall performance of services while coaching team service delivery is not meeting expectations

Deliver successful service – achieve SLAs, identify & drive KPI paths

Develop the team thru coaching/training to increase productivity levels & the service offering to the customer

Identify recurring problems and work toward root cause analysis with initiative-taking & preventative solutions

Responsible for agent concerns and development (coaching, scheduling & training)

Ensure that the greater of all the team comply with the client & Computacenter security and company policies

Lead regular 1:1s with team members and lead/document weekly team meetings

Develop and deliver the yearly performance reviews for direct reports

Elected as a point of contact for the customer for the team in connection with any work-related concerns/issues

Computacenter - Dallas, TX (Corp. buy-out Dec 2016)

Help Desk IT Manager for AstraZeneca

Collaborated w/ AZ Leads, Campus IT managers & CFIT to solve, resolve and sustain campus needs

Coordinated w/ IT personnel for AZ acquired companies (Acerta, MedImmune, Pearl, ZS Pharma)

Facilitated regular campus review meetings with Campus Managers to discuss metrics, projects, SIPs

Responsible for the workflow & team resources to meet the Computacenter’s contractual obligations

Manage the day-to-day operations of the AstraZeneca & MedImmune help desks

Partnered with the client & internal partners to handle customer concerns (Agile Project Management)

Computacenter - Dallas, TX (CompuCom corp. buy-out Dec 2016)

Help Desk IT Manager for AstraZeneca

Liaise w/ key members of GSD & Contracted Services to ensure the account receives the correct levels of support

Developed continual service improvement plans to ensure that service adequately supports business

Participated in testing customer/internal tools, systems, processes as part of Service Introduction/Service Improvement

Presented team performance metrics on weekly calls with the customer

Responsible for agent development (coaching, PTO, scheduling, training)

Fostered the image of the support group that advances the IT vision and strategy (win-win)

Interviewed and hired new agents to assist in supporting our customers

CompuCom Systems Inc. - Dallas, TX Aug 2008 to Dec 2016

Help Desk Manager, IT Administrator, Service Desk Analyst and New-Hire Trainer

Managed the day-to-day operations of the SIR Team; work closely with the client to resolve issues

Responsible for agent concerns and development (coaching, training, PTO, discipline, scheduling)

Diagnosed and resolved technical hardware and software issues while maintaining SLAs

Developed and collaborated with team members to maintain training techniques for consistency & increased team productivity

Management tools used: Calabrio, Microstrategy, Cisco Skilling tool, SharePoint (ITIL certified)

Ticketing systems used: Remedy, Clarify, and ServiceNOW

Medical Edge Healthcare Group - Dallas, TX Jun 2007 to Aug 2008

HR Systems Trainer and I.T. Support Specialist

· Led training & taught procedures for corporate and clinic employees (pc based training)

· Individually trained Practice/Office Managers on Billing Reports to increase clinic revenue

· Developed and enhanced training manuals as a technical writer

· Fluent in medical billing software: IDX, MMP, Copia, EMR, Medinotes

· Continuously resolved in-coming caller issues (how-to, printing, passwords, etc.)

· Resolved complex issues; upgraded and maintenance of hardware and software on laptops & PCs

· Administratively resolved incoming company-wide tickets as well as dedicated VIP support technician

· Moved/re-connected clinic computers and verified internet connectivity (office moves)

Lear Corporation - Janesville, Wisconsin Apr 2005 to Mar 2006

Production Line Supervisor

· Promoted to the end of the line and additional employees to supervise in 4 months

Negotiated with Union representatives to settle employee issues & disputes

Effectively managed & supervised the production of 2nd row seats for the 800 & 900 build

· Coordinated w/ fellow management to make timely decisions under pressure situations

· Ensured General Motors demand for seats were met operating under a Just In Time philosophy

· Supervised production lines during 2 critical launches (Canada & Wisconsin)

Alcatel USA - Plano, TX Nov 1999 to Jul 2001

Product Installation Supervisor (Telecom Engineer)

· Managed and supervised hardware installation on DSL, switches and routers

· Programmed equipment software utilizing TL1 command language

· Maintained detailed records of test results; including employee performance

· Coordinated a networking team to resolve remote access user problems

· Provided hardware/software troubleshooting and technical support for DSL equipment

· Responsible for fostering and maintaining a positive customer relationship

· Trained and mentored field service engineers in testing and provisioning telecom equipment

· Performed tests and on-time completion of DSL projects

· Implemented changes resulting in an increase of company revenue

Honeywell H&BC -Dallas, Texas Jun 1997 to Jan 1999

Control Systems Designer

· Self-managed security projects involving PLC programming for schools and hospitals

· Designed switches, relays and contacts for security systems

· Developed the software and hardware controls for electric and pneumatic dampers (CARE, EXCEL)

CAD Graphics Designer

· Created graphic designs for various engineering projects using graphic software (XBS, AutoCAD, etc.)

· Conducted presentations of project designs to management

· Assisted with development of company policies as a member of First Use Team

EDUCATION & TRAINING

Prairie View A & M University 1994 to 1997 Prairie View, Texas

Bachelor of Science in Electrical Engineering, May 1997 (ABET Accreditation)

Medical Edge Healthcare Group 2008 Dallas, TX

Certified Six Sigma Yellow Belt

TPG 2006 Irvine, CA

MCP / LAN/WAN Systems Administrator / MCSE 2003 (Security) / MCSA 2003 (Security)

Connectivity Cisco 2500, 2600, 3500, Catalyst 1900, Firewalls, Routers, Switches, Wireless, T1,

& Hardware Ethernet, Fast Ethernet, FDDI, Cable/DSL Modem, Analog Dialup, TCP, IP,

Protocols ICMP, NetBEUI, PPP, NFS, NetBIOS, VLAN, WLAN, 802.11x, 802.1x, NAT, VPN, FTP

OS & Enterprise Windows NT/2000/2003 Server, Exchange, Antivirus, ISA firewall, Proxy Server,

Applications UNIX, VM Ware, Terminal Server, AutoCAD, SAP, Oracle PeopleSoft

Technologies RAID, UPS, Active Directory, DNS, WINS, DHCP, RIS, Remote Desktop, IIS

Desktop Windows 98/NT/2000/XP/Vista/7/10; Microsoft Word/Excel/Outlook/PowerPoint;

Technologies IE/Firefox/Chrome/Safari; Scanners, Desktop and Networked Printers

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