Daniel Moore

About Daniel Moore

Technology breaks, but the user experience shouldn\'t.\"That is the philosophy I bring to my role as a Technical Support Representative at IBM. I specialize in bridging the gap between complex technical issues and the people who need to use them. Whether I am troubleshooting enterprise-level software or guiding a user through a hardware fix, my goal is always the same: a resolved ticket and a confident, relieved user.Currently, I am balancing my full-time role at IBM with dual degree studies in Cybersecurity and Technical Support at Allegany College of Maryland, where I maintain a 4.0 GPA. This combination of real-world pressure and academic rigor has sharpened my time management skills and technical adaptability.Core Competencies: IT Support & Troubleshooting: Diagnosing hardware/software issues and managing ticket lifecycles in a fast-paced environment. Customer Advocacy: translating \"tech-speak\" into plain English to de-escalate stressful situations and empower end-users. Security Mindset: Applying cybersecurity best practices (from coursework and practical application) to ensure data integrity during support sessions. Operational Excellence: leveraged past management experience to drive team efficiency and maintain high service standards.Technical Toolkit: Windows 10/11, Office 365, ServiceNow, Slack, LinuxI am driven, service-oriented, and ready to bring my \"fix-it-first-time\" mindset to a new challenge. Let\'s connect!

Experience

1. Technical Support Representative

   IBM

   Sep 2025 — Present · Rocket Center, WV, US

   Delivered remote technical support for clients and internal IBM teams across multiple high‑volume, high‑availability product environments.Logged and analyzed incident information, utilizing a wide range of diagnostic tools and methodologies to identify root causes and determine effective resolutions.Communicated clear action plans and solutions to clients and IBM service representatives, ensuring timely issue resolution and customer satisfaction.Recommended enhancements to knowledge‑base systems and maintenance packages to improve operational efficiency and future support accuracy.Provided hardware and software support within complex, multi‑vendor, multi‑protocol networks and systems.Applied advanced problem‑determination skills to resolve issues involving hardware, microcode, operating systems, applications, and network components.

Education

• Dan River High School

  High School Diploma, General Studies

  1987 — 1991

• Liberty University

  Bachelor of Applied Science - BASc, Religion

  1994 — 1999

• Danville Community College

  Associate of Arts and Sciences - AAS, Education

  1991 — 1994

• Allegany College of Maryland

  Computer Technology, Technical Support

• Allegany College of Maryland

  Computer Technology, Cybersecurity