Daniel Pagan
Head of Community & Communication at Discreet Labs- Claim this Profile
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American Sign Language -
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Bio
Lee C.
Having worked as the primary point of feedback with Daniel’s UC Managed Services team for just under two years, I have heard countless rave reviews of his work. Daniel’s wealth of knowledge and troubleshooting abilities are mentioned frequently, as is his talent for searching out answers. Just as important, Daniel has a remarkable ability to find the logic in dense concepts, and then explain them in a clear and concise manner. This style of communication allows his team of engineers, as well as our customers, to gain a deeper understanding of the many complex technical aspects of Unified Communications environments. Finally, Daniel is a pleasure to work with, always devoted and passionate, all the while keeping a sense of humor.
Lee C.
Having worked as the primary point of feedback with Daniel’s UC Managed Services team for just under two years, I have heard countless rave reviews of his work. Daniel’s wealth of knowledge and troubleshooting abilities are mentioned frequently, as is his talent for searching out answers. Just as important, Daniel has a remarkable ability to find the logic in dense concepts, and then explain them in a clear and concise manner. This style of communication allows his team of engineers, as well as our customers, to gain a deeper understanding of the many complex technical aspects of Unified Communications environments. Finally, Daniel is a pleasure to work with, always devoted and passionate, all the while keeping a sense of humor.
Lee C.
Having worked as the primary point of feedback with Daniel’s UC Managed Services team for just under two years, I have heard countless rave reviews of his work. Daniel’s wealth of knowledge and troubleshooting abilities are mentioned frequently, as is his talent for searching out answers. Just as important, Daniel has a remarkable ability to find the logic in dense concepts, and then explain them in a clear and concise manner. This style of communication allows his team of engineers, as well as our customers, to gain a deeper understanding of the many complex technical aspects of Unified Communications environments. Finally, Daniel is a pleasure to work with, always devoted and passionate, all the while keeping a sense of humor.
Lee C.
Having worked as the primary point of feedback with Daniel’s UC Managed Services team for just under two years, I have heard countless rave reviews of his work. Daniel’s wealth of knowledge and troubleshooting abilities are mentioned frequently, as is his talent for searching out answers. Just as important, Daniel has a remarkable ability to find the logic in dense concepts, and then explain them in a clear and concise manner. This style of communication allows his team of engineers, as well as our customers, to gain a deeper understanding of the many complex technical aspects of Unified Communications environments. Finally, Daniel is a pleasure to work with, always devoted and passionate, all the while keeping a sense of humor.
Credentials
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ITIL Service Operation
PeopleCertJul, 2019- Sep, 2024 -
ITIL Foundation
PeopleCertFeb, 2018- Sep, 2024 -
Alta3 Certified SIP Professional
Alta3 Research, IncJan, 2016- Sep, 2024 -
CCIE
CiscoOct, 2009- Sep, 2024 -
CCNP
CiscoFeb, 2007- Sep, 2024 -
MCSE
MicrosoftSep, 2002- Sep, 2024
Experience
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Discreet Labs
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Software Development
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1 - 100 Employee
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Head of Community & Communication
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Aug 2022 - Present
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Harmony
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United States
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Professional Services
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Core Team: External Content & Comms
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Nov 2021 - Aug 2022
My role at Harmony was focused on external communications and community development & engagement. Tasks have evolved with the needs of the ecosystem and have included but not limited to: Manage a small team involved in external communications and strategically adapt our external communications across social media. Maintain transparency while ensuring that Harmony shows awareness of community and ecosystem sentiment. Voted top performer Q1 2022. Voted runner-up top performer Q2 2022. Link: Harmony Peer Reviews & Deliverables for Q2 of 2022 https://tinyurl.com/dpagan-q2-2022 Create the foundation and process for our weekly YouTube video series and newsletter, Harmony ONEWeekly. Form a small team to bring the idea to fruition, script writing, and perform quality control on each episode before publishing to the Harmony Protocol YouTube channel. Collect, decipher, and share community feedback and sentiment with core team colleagues. Formulate suggestions and take action to keep or shift to more positive sentiment. Stay in close communication with boots-on-the-ground community members and leaders. Provide as technical liaison to the community during outage or network impact events. Craft external communications to ensure the community is aware of the situation, its impact to our ecosystem, ETR, and root cause analysis. Serve on the grants team to evaluate inbound grant proposals and guide their teams towards mainnet launches on the Harmony blockchain. Stay in communication with ecosystem project teams to ensure their technical and non-technical questions are addressed in a timely manner. Assist in co-marketing campaigns for ecosystem project teams building on Harmony. Construct the framework for Harmony's Ambassador program which included the foundation and process for on-boarding ambassadors around the world and scaling world wide in-person meet-up events to educate Web3 curious about Harmony and its ecosystem.
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Fidelus Technologies
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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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Technical Lead | UC Managed Services [FidelusTAC]
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Oct 2008 - Nov 2021
Provide advanced level, tier-3 support for Cisco Collaboration platforms and infrastructure devices for ~40 Manager Service clients and provide as a point of escalation for Fidelus UCMS support engineers. Often act as point person on technical issues for high-profile customers. Troubleshooting of complex and chronic issues involving Cisco UC platforms, signaling protocols, and APIs. Platforms include CUCM (CallManager), CUBE, Unity Connection, Cisco Jabber, IM & Presence, voice gateways and media resources. Resolved over 4,000 incidents and counting.Create custom technical training sessions for fellow support engineers and managed services customers. Custom training sessions include a 2-day SIP Transactions and SDP Offer/Answer class, EWS and Unified Messaging, Troubleshooting DTMF methods, SSL Certificate Validation, MGCP and ISDN signaling, and Deciphering CCM SDL Trace Files & Call Flow.Build and maintain the Fidelus managed services lab consisting of a topology emulating the Cisco CCIE Collaboration lab blueprint. The lab builds upon the CCIE blueprint by including multiple Exchange servers, an Expressway pair, and multiple Windows network platforms such as root and intermediate Certificate Authorities, ADFS 2.0, DNS, etc.Participate in leadership meetings to help guide the direction of the support team. Assist in building teamwork and trust. Often lead team meetings to discuss VIP topics and updates. Assist leadership with quarterly performance reviews for team members.
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Support Engineer | UC Managed Services [FidelusTAC]
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Oct 2006 - Oct 2008
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The Juilliard School
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United States
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Higher Education
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400 - 500 Employee
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Network Specialist
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Apr 2005 - Oct 2006
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Community
