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Daniel Heller

Daniel Heller

Escalation Manager

Followers of Daniel Heller37 followers
location of Daniel HellerGreater Richmond Region

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  • Timeline

  • About me

    SENIOR IT TECHNOLOGY MANAGER | INTEGRATION | IMPLEMENTATION MANAGEMENT Employee Management

  • Education

    • J Sargeant Reynolds Community College

      1991 - 1992
      Dental Laboratory Technology/Technician

      Activities and Societies: Completed core classes to receive a bachelor’s degree in Dental Technology. Completed core classes to receive a bachelor’s degree in Dental Technology.

  • Experience

    • Wells Fargo Advisors

      Feb 1998 - Jan 2002
      Escalation Manager

      Primary support lead for premier advisors, the top producers at WFA. Software and hardware troubleshooting related to brokerage technology. Advance support for issues escalated by standard support agents.

    • Wells Fargo

      Jan 2002 - Jan 2019
      Technology Helpdesk Manager

      Oversaw a team of 30 agents resolving network, hardware / software issues for Financial Advisorsnationwide. Managed virtual team members out of state, and local to Richmond. Participate in monitoring overseas team through frequent conference call involvement. Monitored, coached and managed support agent adherence to schedule and time management whiledelivering quality solutions for Financial Advisors. Produced a two-fold increase in team’sproductivity YTD 2018.

  • Licenses & Certifications

    • Microsoft Certified Systems Engineer: Security (MCSE)

      Richmond Technical Center
      May 2005

  • Honors & Awards

    • Awarded to Daniel Heller
      Team Member of the Year Chad Rutherford Nov 2018 awarded for service excellence and team management.
    • Awarded to Daniel Heller
      Gold Coin Chad Rutherford May 2018 Gold Coins are awarded by Executive Managers for outstanding performance and achievement. This Gold Coin was awarded for the technology integration of a new fully disclosed firm. Helping to create target operation models for technology Support.
    • Awarded to Daniel Heller
      Competitive Advantage Chad Rutherford Feb 2017 Highest Team Metrics within Technology Connection
    • Awarded to Daniel Heller
      Gold Coin Chad Rutherford Oct 2016 This Gold Coin was awarded for the conversion to new trading software and managing its impact on the help desk.