Manager Customer Service

Daniel Dietrich ***** Island Estate Drive, Grosse Ile, MI 48138 734-***-**** ******.*****.********@*****.***

Objective: Systems Analyst/Network Engineer/Information Technology Sales, Service, Customer Support/Business Development Professional Experience Senior Network Administrator, BlackCreek Technologies, 2007-present

I am responsible for planning, maintaining, supporting and expanding all aspects of 25 corporate networks. My diversified client base includes a Honda dealership, several multinational manufacturing clients, multiple legal and health-care practices, architects and professional graphics houses. My technical expertise, customer-needs-identification and communication skills have lead to strong, long-term, win/win relationships resulting in greater client effectiveness and profitability. My ability to forecast clients’ needs with accuracy and fiscal responsibly enables clients to budget more effectively and maximize their information technology investments. I am the senior consultant and go-to guy to a team of 12 information technology professionals, repair technicians and sales professionals. Customer service, business development and, in particular, new business development have been a source of pride and accomplishment. Professional clients who are currently under my technical guidance will verify the integral role I have played in facilitating business growth, comfort and ability with staff, fast, accurate analysis of current IT infrastructure, integration with budgetary and IT decision makers, and proven track record of fair, structured business development recommendations. Analysis of end-user skills and needs, coupled with accurate translating between techno-speak and plain English, dependent upon the recipient, are where I particularly excel; as much as technical knowledge, conveying and sharing the appropriate amount of knowledge to the client is key. I am particularly skilled in the integration of heterogeneous network components – Linux, Microsoft, and Macintosh – where necessary to achieve specific clients’ needs. Areas of focus tend to change relatively quickly, dependant largely upon current projects – examples include virtual environments, logistic solutions such as Axxon and PC Miler, Orthodontic software. PC Law, Dentrix, AbelMed, AbelDent, Simply Accounting, Quickbooks, Business Vision, Accpac, Godlmine, Ortho II, and many others, I quickly and effectively assess the severity of clients’ crises to determine whether to solve the issue locally, remotely, via telephone or by dispatching a tech. This maximizes client satisfaction while helping to control costs. My ongoing training exemplifies my belief in the need for perpetual learning. I have initiated several innovative solutions, such as virtual solutions for a child-care agency to maximize productivity and minimize cost; VPN solutions for a three-office orthodontic business with real-time connectivity needs; effective disaster recovery and backup solutions for small businesses, with easy-to-follow instructions for non-technical users; recommendation of graphics equipment, such as Mac pro desktops, for Adobe Photoshop and Nikon pro photographer powers users; and SSL access within my company where appropriate to maximize business productivity.

Network Administrator; Product Manager; Sales Manager; Head of Business Development, International; Corporate Product Manager, Retail & Online; Manager, E-Bay Division, Carman’s foto source, 1999-2005

I was hired out of triOS (Technical College) to manage 18 LANs and 1 WAN I was solely responsible for all things IT, including program development (custom POS system called Prophetline – FoxPro 6), hardware deployment and support, site interconnectivity, corporate training and presentations. I developed a world-class eBay site, becoming a platinum Powerseller within 1 year, tripling company sales and increasing profitability by 15%. We were recognized internationally as the largest eBay photographic retailer in Canada and the third-largest globally. I was responsible to meet with major suppliers; to negotiate product purchases, rebates and marketing allowances; and to provide supplier development in terms of promotions and training for all corporate employees. My knowledge of business and information technology lead to my rapid rise up the corporate ladder.

Proprietor, Bella Della Ristorante and Bakery, 2005-2007 I owned and operated twin businesses in the heart of theatre-based tourist area demonstrating my:

Vision: creation of Parisian-style Bistro and organic, health conscious bakery. Planning: solely responsible for all permits, inspections, renovations Recruitment: sourcing of industry professionals Training: development of training programs of all areas of business (culinary; etiquette; gastronology; vineology; customer qualification and service) Ongoing market analysis, development of local niche Ongoing marketing, business development initiatives Inventory control, cost control Development of innovative programs to use all of perishable stock

Professional Certifications MCITP (Microsoft Certified IT Professional) – Server 2008 – current course of study MCP (Microsoft Certified Professional) 2008 MCSE (Microsoft Certified Systems Engineer, NT4, expired)1999 CSSA (Certified Sonicwall Security Administrator)2008 Education Honors Computer Networking Diploma, 1999 triOS College of Technology, London, ON Bachelor of Arts, 1991Business Administration, Wilfrid Laurier University, Waterloo, ON Technologies Microsoft Windows 3.1-7; Microsoft Server NT4-Server 2008; Apple MacIntosh (versions 9-10.x), SCO Unix; Net Integrations Linux; Microsoft Office 95-2010; Microsoft Exchange; MDaemon; Acronis Disaster Recovery; Symantec Ghost; Parallels; VmWare; HyperV, Symantec; NOD; MacAfee; Sonicwall; Firefox; Cisco; Simply Accounting; QuickBooks; Business Vision; AccPac; AbelMed; AbelDent; Dentrix; Ortho II; Axxon; PC Miler; Goldmine; Sharepoint.