Daniel Goonan Resume 2008

Daniel Goonan

***** *. ******** *****, ***.****

Boynton Beach, FL 33436

Cell: 561-***-****

Email: ******.******@*****.***

Web Site: http://www.linkedin.com/in/dgoonan

Management – Operations, Service Delivery, Project, IT – Business Analyst

Core Competencies:

• Successful performance in managing operations, projects, service delivery, vendor management, disaster/asset recovery, and problem resolution in multiple locations

• Excellent communication skills and presentation expertise

• Keen ability to build relationships with diverse clients, vendors, and business partners

• Award-winning customer service

• Innovative with well developed abilities in team building, organizing, researching, and analyzing

• Recognized for outstanding dedication and passion

• Strong self-disciplined motivation

• Proven ability to provide the most productive, cost-efficient, and highest quality solutions to business needs

Employment:

Washington Mutual / Siemens IT Solutions and Services - SE FL 8/05 - 3/08

Area Operations Manager (AOM) – WaMu / WaMu Account

 Served as the “face” of the technology department, a customer advocate, and the liaison between business partners, vendors and the customers / end-users. Facilitated communications across multiple tiers and senior management.

 Oversaw operations for eight territories in the SE Florida region, encompassing 150 Front Office locations, and five Back Office locations. (Vero Beach to Homestead)

 Worked closely with vendors and business partners to plan, execute and support services provided in accord with established Service Level Agreements (SLA’s).

 Led and participated on several teams for problem / trend identification, new process creation, development and implementation, cost savings innovation and asset management.

Accomplishments

• Led Monthly Enterprise Laptop Trending analysis team to determine the root cause(s) for significant spike in laptop replacements, service turnaround time, and incidents in general; developed a list of actionable items and ultimately an improved benchmark.

• Integral member of the WaMu Asset Recovery initiative to locate, inventory, and retrieve “lost” assets; instrumental in establishing a system for recovering over $150K in assets

• Redesigned AOM Tracking Tool to capture key information and feedback, from daily customer interfacing which increased results in this area by over 85%

Siemens Business Services - SE FL 12/04 - 8/05

Server Support - Engineer III – WaMu Account

 Contract position with vendor, as service retention until WaMu AOM position was available.

IBM Service Delivery / IBM End User Services - SE FL 10/01 - 12/04

Deskside Operations Lead / Team Lead End User Services - WaMu Account

 Rapidly promoted through positions of increasing challenge and responsibility, based on consistent strong performance in leadership, project management, customer relations and technical support of the multimillion-dollar WaMu account.

 Supervised staff of up to 15 technicians and administrators; directed deskside operations for 4 locations in Southeast Florida; trained and evaluated on-site technicians.

 Project Management Lead for large scale rollouts, system upgrades and front office/back office re-models.

Accomplishments

• Facilitated communications between EUS and deskside operations teams. Set expectations, defined goals, delegated duties, and managed development, scheduling, motivation and evaluations for both teams.

• Increased technician turnaround time over 50% by organizing a system to Ghost PC images onto multiple workstations concurrently.

• Successfully organized and led team to convert data center, and over 300 network devices from token ring to Ethernet, over a two month period.

• Consistently held the highest deskside customer satisfaction ratings across the nation.

• Project Lead for Data Center relocation. Organized team and completed project within 3 day window.

• Awarded: Bravo! Award 2004, Legendary Service Award 2003, and Night on the Town Award 2002

Disc Graphics, Inc. - Hauppauge, NY 6/99 - 2/01

Technician – Hardware / Software / Telecommunications

 Provided technical/deskside support and network/PBX administration for mid-sized printing company.

Education:

Bachelor of Science Degree – Management Information Systems / Computer Science

Graduated 12/00, New York Institute of Technology (N.Y.I.T.) – Central Islip, NY

Certifications:

ITIL - Information Technology Infrastructure Library - Foundation Certified in IT-Service Management

MCP - Microsoft Certified Professional - Installing, Configuring, Administering MS Windows Xp Pro

Technical Skills:

Microsoft Applications and Operating Systems for Desktops and Servers; IBM / Dell / HP / Lexmark Desktops, Laptops, Servers and Peripherals; Cisco Routers and Switches, TCP/IP, Outlook/Exchange, OS/2, Remedy AR Systems and other service ticket / Incident monitoring and tracking software, Blackberry, Marimba, Lotus Notes, Novell, Optis, ACT!, Citrix, Visual Banker, Symantec, Macafee, Nexus, Magtek, PBX/Voicemail systems, Data/Voice Cabling; more…

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