Daniel Williams

Provide Level 1–2 white-glove technical support and infrastructure administration for municipal and enterprise clients, maintaining SLA performance while resolving cloud, endpoint, networking, and SaaS incidents and reducing escalations through root-cause fixes.

Resolved high daily ticket volumes across Level 1–3 escalations in enterprise environments, led critical incident restores and SaaS migrations, and automated onboarding/offboarding to improve MTTR and operational efficiency.

Processed high volumes of Remedy ITSM tickets and delivered Level 1–2 workstation and account support, managed AD provisioning and gold image creation to support large-scale workstation deployments.

Promoted to Escalation Team Lead to manage Level 2+ tickets and mentor staff while standardizing onboarding/offboarding, supporting POS and VoIP systems, and improving cross-site response and resolution times.

Led Level 2 and higher escalations, mentoring junior staff while delivering customer-first support across telecom, SaaS platforms, SQL, and endpoint environments. Administered Active Directory, supported VoIP and network services (DNS/DHCP/VPN), and handled device imaging, OS deployment, and onboarding/offboarding.

Resolved Level 1–2 tickets for insurance and automotive clients on the Audatex SaaS platform, reduced claim submission errors, and escalated critical bugs to engineering to improve client throughput.

Delivered high-volume Level 1–2 support for macOS/iOS devices and Apple services, handled Genius Bar escalations, and provided customer training and device diagnostics to maintain satisfaction metrics.

Activities and societies: Completed coursework and participated in school activities; followed by industry certifications and technical trainings in IT and device management.

High School Diploma from Southfield-Lathrup High School, completed coursework and activities during 2005–2009.