Danielle Harvill, ITIL V3, SSGB, SecPlus

Experience

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  Frys Marketplace

  Jul 2005 - Jun 2006

  Customer Service

  Handing out paychecks, sales returns, sales, Money Orders, answering phones.

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  Perceptis

  Aug 2010 - Jun 2011

  Help Desk Analyst

  To assist both students and professors with login issues, course issues, etc.

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  Safelite AutoGlass

  Jul 2011 - Dec 2012

  Sales

  Sales Regeneration - Discounts and Promotions

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  Phacil, Inc

  Dec 2012 - Oct 2015

  Service Desk Team Lead Government Contract

  Provide support to Immigration and Customs Enforcement end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.• Manage network and application outages for DHS and ICE.• Coordinated with ICE NOC, DHS NOC and local service providers to restore network outages.• Provided encryption support to ICE users.• Handled special operations tickets and acted as a point of contact for field agents.Clearance: Public Trust Show less

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  Axway

  Nov 2015 - Sept 2018

  Customer Technical Support Associate

  Working on an IRS Contract assisting with Cloud Services. Additionally, providing Level 1 Support for a multitude of customers (Moet, OECD, Pfizer, etc.). Some of the required tasks are: Patching of environments 2+ times a month, providing Level 1 Engineering Support, assigning customer incidents that we may not handle, and creating documentation of required tasks for new customers.Environments used: Linux - Suse, API Gateway, Sentinel, ServiceNow, Jive.Clearance: Public Trust

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  Capgemini

  Oct 2018 - May 2019

  IT Service Desk Team Lead State of Georgia Project Lead

  Service Desk Lead/Manager - Austin, TX• Manage over 100+ Analysts, over three separate contract teams• Operations Management• Workforce management• Responsible for HR Functions• Time & Attendance review (daily/weekly)• Coaching and Mentoring• Training• Onboarding and Offboarding Employees• Reporting• Annual and Quarterly Performance bonus reviews• Citrix and AD support• Remedy Ticketing System• Knowledge Base use and review/editing• Tier 2 Escalation Support• Responsible for Customer Meetings and Client Presentations• Vendor Support and Liaison• Hardware Manager• SharePoint Admin• Budget Analysis • Assisted with revamping the Training Process and retraining the Trainers on the new material and syllabus creation Show less

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  Tech Mahindra

  Jun 2019 - May 2020

  Information Technology Service Desk Team Lead
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  Securonix

  May 2020 - Nov 2022

  • Operations Manager, Application Support

    Jun 2020 - Nov 2022

  • Operations Lead

    May 2020 - Jan 2021
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  BayNova

  Feb 2023 - Sept 2023

  Project Manager overseeing the Cyber and Support Center Teams

  • Project Manager

    Apr 2023 - Sept 2023

  • CSR 3 and ITSM specialist

    Feb 2023 - Sept 2023
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  Saviynt

  Sept 2023 - Dec 2024

  Manager, Cloud Operations | West Coast Division