Support

David J Danens *** Tyler Ave Ogden, UT 801-***-**** *****.******@*******.***

Introduction

More than 30 years of experience in telecommunications infrastructure and IT management systems. An incisive analyst with demonstrated capability to manage large, diverse teams of personnel across large geographic areas in support of enterprise and strategic-level hardware and software systems.

Always ready to take on new projects and follow them through completion working with internal and outside vendors for cost estimation and budgeting.

An ambitious initiative-taker, eagerly seeking firsthand experience in an organization that values creativity and innovation.

I have always been a skilled troubleshooter able to identify and correct any problems that may come up and have always maintained excellent documentation regarding corrective actions taken.

Experience

Windows Server Administration Analytical & Complex Problem Resolution

Windows Operating System Telecom Systems

Microsoft Office 365 Apple/MAC OS

Nokia and Alcatel Switch and Router Administration Data Infrastructure

Education / Certifications

A.A.S., Electronics Technology/ – Heald School of Technology, Rancho Cordova, CA, 1993

Troubleshooting, Maintenance of PCs & Compatibles – Heald School of Technology 1998

Information Technology/ – Western Governors University, Salt Lake City, UT, 2015

Additional Certifications:

Network + Certification

CompTIA A+ Certification

HP Certification

Dell Certification

Agile Certification

DOD Current Clearance Level: Secret

Professional Experience

Information Systems Technical Analyst 2 Northrop Grumman, Corinne, UT 9/2022 to Current

In the Space Systems manufacturing environment, I provide crucial support to the Facilities Engineering department. Acting as a liaison between IT and Facilities Engineering, I ensure seamless collaboration for critical operations. I serve as a key administrator for the department's Windows-based Video and Fire Alarm servers. Collaborating with IT technical staff, I assess immediate and long-term requirements, identifying potential software and hardware conflicts for refreshed process controllers and PLCs. Conducting thorough analytical assessments, I prepare software and hardware systems for deployment, aligning with manufacturing and automation objectives. Proactively addressing technical issues, taking the lead in resolving system failures and offer technical assistance to rectify challenges related to IT trouble and software compatibility issues. Established a SharePoint page with links to common helpdesk troubleshooting issues and forms needed for various service requirements. Leading various facilities infrastructure projects providing redesign, cost analysis and vendor management.

PC Desktop Network Support 3 3/2020 to 9/2022

Responsible for a wide range of Information Technology (IT) and Network Infrastructure duties, including management of Windows Servers, Windows desktop OS, Office 365 Suite, DNS, DHCP, Active Directory, and file server permissions. network printer administration services and contribute to administrative and documentation efforts for MS SharePoint sites in alignment with business operations. Lead significant initiatives for upgrading desktop and laptop computers to ensure compatibility and resolve issues. Collaborate closely with Northrup management staff to analyze daily and long-term requirements, identifying potential software and hardware conflicts in the context of system refreshments.

Resolve issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge.

Record, maintain, and update records in the Incident Management system; perform analysis of problems and assist with corrective action to restore functionality, and work with technical, customer service, or development staff to resolve recurring problems and issues with applications and/or products.

Document and submit problem resolutions to the knowledge database to assist other Help Desk personnel with problem resolutions.

PC Desktop/Network Support Lead Future Tech Enterprises (for Northrop Grumman), Corinne, UT 01/2020 to 03/2020

Contracted Lead Technician at Corinne, Utah Northrup Grumman facility, providing comprehensive IT support and desktop services. Spearheaded administrative efforts for MS SharePoint sites critical to client agency operations. Managed a team of 6 technicians, overseeing anti-virus installations and authoring deployment procedures. Led large-scale initiatives for MS Windows 10 upgrades and collaborated on ServiceNow ticket tracking. Analyzed daily requirements, prioritizing tasks for junior staff, and conducted assessments for software and hardware deployment. Resolved system failures, provided technical assistance, and mentored junior technicians in MS Windows 10 upgrades. Developed scripts, policies, and daily reports for senior leadership, contributing to efficient deployment processes.

Assistant Project Manager Abbtech (for the Internal Revenue Service), Ogden, UT 04/2019 to 01/2020

Temporary Assistant Project Manager at a federal government contractor specializing in IT support for the IRS. Led a team of 68 personnel, managing administrative tasks and MS SharePoint sites. Authored deployment procedures, spearheaded large-scale upgrades, and collaborated on documentation updates. Analyzed requirements, assigned priorities, and addressed technical issues. Supervised hardware life cycle management, ensuring compliance with policies and regulations. Provided guidance on Windows 10 upgrades, wrote scripts for technicians, and delivered daily reports to senior leadership. Conducted data analyses, facilitating on-time delivery of 40,000+ computers.

Desktop and AV Support Technician Huntsman Cancer Institute, Salt Lake City, UT 12/2017 to 04/2019

As a Computer Support Technician at a cancer research and hospital facility, I managed 3K+ computers and IT systems. Leading a team of six, I oversaw MS Windows 10 systems, conducted repairs, and performed diagnostic inspections. Executed MS Windows 10 upgrades using SCCM and Active Directory. In leadership roles, I coordinated software upgrades, established MS SharePoint functionality, collaborated on server replacements, and analyzed software compatibility. Additionally, I devised user and help desk policies, planned system tests, and responded to daily help desk requests. Contributed to a 65% reduction in minor issue trouble tickets through standardized guides and manuals.

Network Operations Technician Utopia Fiber, Murray, UT 03/2017 to 12/2017

As a network operations technician at a regional fiber provider, I supported training and daily operations of technical personnel. Managed the installation, maintenance, and support for IT networks and telecommunication systems for corporate clients. Conducted maintenance and diagnostic testing of Cisco, Nokia and Alcatel routers switches utilizing VLAN expertise to assist clients in system setup and maintenance. Executed upgrades on existing network infrastructure at key distribution sites and analyzed equipment connections using Wireshark to identify and resolve intrusions. I also analyzed the needs of clients with recommendations utilizing best practices for services and technical support. Monitored advanced fiber-optic networks closely, created technical documentation for each customer site.

Service Assurance Technician II Integra Telecom/Electric Lightwave, Salt Lake City, UT 06/2013 to 03/2017

Service Assurance Technician II at a national telecommunications company, providing technical support for T1, POTS, DSL, and related systems with expertise in Santera and Cisco hardware. Used Wireshark and network tools to identify and block intrusions. Conducted laptop/desktop upgrades and analyzed customer needs for optimal fiber-optic terminal configurations. Created technical designs for field technicians, maintained historical databases, and inspected documentation to validate installations and identify errors. Collaborated with remote clients and manufacturers, generating reports and leading meetings to propose policy changes. Advised field technicians on equipment compatibility.

Technology Proficiencies

Operating systems: Windows, Linux Mint, Ubuntu

Windows server: 2008 through 2019

FileZilla: File server permissions administration software

General software: MS Office 365, VMI, VISIO, AutoCAD Design

Router and switch hardware: Nokia, Alcatel and Cisco equipment

Desktop support ticketing software: ServiceNow, Remedy, and some Jira

Network monitoring tools: SolarWinds

Remote administration tools: Windows RDP, Putty and other remote tools

Zero and/or thin client devices: HP and Dell

Active Directory configuring user and computer accounts: (Microsoft Configuration Manager)

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