Daniel Cutrara

About Daniel Cutrara

Provided over 3 years of technical support for remote clientsTechnical knowledge and troubleshooting of Windows operating systems and MS Office 365.Troubleshooting and technical support for password resets, resolve issues with domains, DNS settings, website builder products, hosting solutions, and security problems.Programming languages learned through studies towards bachelor’s degree include C#, C++, Java, PHP, HTML, CSS, JavaScript, SQL, ASP.Net, Visual Studio, Eclipse.Received Excellence award for achieving top 10% in Department for Customer Service.Excellent grammar, written and verbal communication skillsEarners of the MTA: Software Development Fundamentals certification have demonstrated core software development skills:• Core Programming• Databases• Desktop Applications• General Software Development• Object-Oriented Programming• Web ApplicationsSpecialties: • Providing direct leadership and guidance• Coaching and leading employees• Managing multiple projects simultaneously• Development and implementation of processes and procedures • Creation and dynamic delivery of effective training

Experience

1. Rsc Supervisor

   All Covered

   Apr 2022 — Present · Phoenix, AZ, US

   Supervise a team of engineers with a focus on client satisfaction, service delivery quality, mentoring/coaching, Performance Monitoring functions, and quality of remote support services• Improve overall service delivery and quality through training and coaching• Improve efficiencies by analyzing remote support activities and proposing recommendations• Ensure processes exist and, when possible, are standardized and repeatable• Review, train, implement, and enforce Standard Operating Procedures• Ensure service levels are achieved and aligned with client agreements• Ensure customer expectations are met or exceeded• Frequently review individual metrics, identifying coaching or training opportunities to improve individual performance, and deliver annual performance reviews to RSC engineers• Act as a liaison with Regional Operations Teams and Regional Service Desk Team Leads

Education

• Western Governors University

  Bachelor's degree, Software Development

  2017 — 2022

• University of Phoenix

  BSB/M, Management

  2002 — 2005

• East Leyden High School

  HS Diploma, High School/Secondary Diplomas and Certificates

  1986 — 1990

• University of Phoenix

  MBA, Technology Management

  2005 — 2007

Skills

• Customer Service
• Policy
• Interviews
• Leadership Development
• Resume Writing
• Student Financial Aid
• Veterans Affairs
• Team Leadership
• Business / Systems Optimization
• Motivated Self-Starter
• Strategic Planning
• Educational Leadership
• Organizational Effectiveness
• Motivational Speaking
• Student Affairs
• Critical Thinking
• Sales
• Process Improvement
• Organizational Development
• Campus
• Adult Education
• Employee Training
• Recruiting
• Staff Development
• Program Management
• Collaborative Team Member
• Marketing
• Distance Learning
• Cross-Functional Team Leadership
• Team Building
• Management
• College Recruiting
• Admissions
• Coaching
• Career Counseling
• E-Learning
• Leadership
• Sales Management
• Workshop Facilitation
• Instructional Design