Daniel Golberg
Lead Firm Technician at Right Networks- Claim this Profile
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Bio
Credentials
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Disney's Approach to Quality Service
Disney InstituteMay, 2021- Nov, 2024
Experience
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Right Networks
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United States
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IT Services and IT Consulting
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200 - 300 Employee
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Lead Firm Technician
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Apr 2022 - Present
- Technical point of contact assigned to and ultimately responsible for all technical support provided to 40+ accounting firms amounting to over 1,200 users- Escalation point for CST's
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Cloud Service Technician Level 3
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Jan 2019 - Apr 2022
- Continued employment with Xcentric as it merged into Right Networks and became the Cloud Premier division of Right Networks- Consistently recognized for going beyond the expectation of daily metrics- Stood in countless times as Acting Team Lead (supervisor) in my Team Lead’s absence- Worked closely with other departments to bridge communication gaps- Assisted with client onboardings and cleanup tasks- Recently passed the 11,000 completed service tickets mark
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Xcentric
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Senior Hosted Services Consultant
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Jun 2018 - Jan 2019
- Continued working efficiently to ensure our clients get the support they deserve when they need it most- Known for detailed ticket notes which resulted in faster TTR for new support requests- Volunteered many times for overnight application testing with members of the infrastructure team- Created and updated application and process-specific articles in the company Knowledgebase
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Hosted Services Consultant
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Aug 2017 - Jun 2018
- “Boots on the ground” for clients in the MD, DC, PA, VA area and began working 100% remote- Quickly became accustomed to Xcentric policies and procedures to assist clients with technical software and hardware concerns- Primary consultant for 8 firms- Constantly received praise and positive feedback from coworkers and clients- Took on more work and responsibilities, ultimately earning a promotion to a senior level position
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Helpdesk Manager
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Oct 2016 - Jul 2017
- Escalation Point for helpdesk support team- Researched and implemented new policies and procedures to streamline daily activities and increase productivity- Delegated tasks and oversaw daily helpdesk operations- Liaison between upper management and staff- Communicated with POC’s from all clients- Responsible for keeping record of employee schedules, timesheets, and payroll- Identified unrealized profit and suggested client contract adjustments to increase company revenue- Created new and updated existing documentation in support Knowledgebase- Researched and implemented a new ticketing system as well as new internal policies and procedures- Completed 15,000+ support requests during my tenure- Assisted with merger to new company (Suretech)- Oversaw massive data migrations following a catastrophic hardware failure in the SII datacenter Show less
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Citrix Support Agent
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Feb 2012 - Oct 2016
- Provided remote/on-site technical support for client workstations, peripherals, and Citrix remote desktops- Oversaw the management and upkeep of GFI Max and Webroot agents deployed on client workstations - Work in a team oriented environment to quickly resolve client concerns- Created/fine-tuned ‘FAQ’, ‘How To’, and ‘Tips and Tricks’ articles in company support Knowledgebase- Accrued a reputation for rebuilding and tuning up computers, virus removal, on-site visits, and implementations including client workstations, printers, scanners, and monitors- Recommended/implemented hardware/software installations/upgrades as needed- Communicated with coworkers/clients via phone, email, SMS, verbal, IM, and web based platforms- Suggested ideas and implemented change to company procedures to improve efficiencyEmail memo sent to clients about me: Daniel (Dan) graduated from Stevenson University in 2011, earning a Bachelor's of Science in Computer Information Systems: Network Design. He has been a valued member of the SII team since 2012 and has been improving and stream-lining support ever since. His natural talent for using deductive reasoning to provide and implement easy-to-understand solutions for client requests, results in the fastest turn-around time to ensure clients bounce back to being productive. As a Simplified Support Agent, Daniel has helped hundreds of clients when they were in need of help from a wide variety of ailments. Outside of daily support duties, Dan has accrued a reputation for rebuilding and tuning up computers, virus removal, customer on-site visits, and implementations including client workstations, printers, scanners, and monitors among other peripherals. He also oversees the management and upkeep of numerous agents deployed on client workstations which include GFI and Webroot. Dan continues to excel at Simplified Innovations by sharing his wealth of knowledge and calm demeanor. Show less
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Dresner Group
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Client Support Technician
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Dec 2011 - Feb 2012
- Initiated remote session with end-user to resolve technical problems (printers, apps, viruses, windows OS)- Reimaged PC’s, monitor backup jobs, hardware/software technical phone support, onsite/offsite work - Increased speed and performance of sluggish and virus-infected computers
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Technical Intern
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Sep 2011 - Dec 2011
- Performed preventative maintenance on client server architecture- Identified, researched, and resolved technical problems
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Manager
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May 2011 - Sep 2011
- Business/time management and team coordination - Provided training, assistance, and support for employees - Increased productivity and overall efficiency - Head of inventory - Business/time management and team coordination - Provided training, assistance, and support for employees - Increased productivity and overall efficiency - Head of inventory
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Assistant Manager
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May 2007 - Nov 2010
- Performed on-site installations, reparations, tests, upgrades, analysis, diagnosis, maintenance of hardware/software problems for end-users, and recommended/implemented corrective solutions - Ensured customer satisfaction by providing customized and unparalleled customer service - Prioritized and executed tasks fast and efficiently in a fast-paced environment - Head of purchasing and inventory - Provided extraordinary customer service daily to hundreds of customers - Experienced working in a team-oriented collaborative environment - Found, troubleshot, and repaired technical issues before problems could materialize - Conducted research on hardware issues and presented repair recommendations in a user-friendly language - Documented all activities including hardware failure, repairs, installations, removals, and scans Show less
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Education
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2009 - 2011
Stevenson University
Bachelor of Science, Computer Information Systems Network Design -
2006 - 2009
Community College of Baltimore County
Associate of Arts, Arts and Sciences
Community
