Daniel Woolwine

Experience

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  Bulwark Exterminating

  Oct 2016 - Apr 2017

  Technician
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  Missionary Training Center

  Sept 2018 - Mar 2020

  Korean Language Teacher

  Help 18-22 year-old youth develop social, lingual and moral skills through hands-on training, coaching, and teaching.

• 

  Brigham Young University

  Mar 2020 - Sept 2022

  Responsible for modeling and directing the training of language instructors in effective teaching strategies, language-specific teaching skills, and holistic growth in mentoring and goal settingLed weekly group trainings and 1-1 meetings focused on self-evaluation and goal setting, demonstrated and observed in classrooms, and reported on the personal and lingual improvement of up to 50 studentsTransitioned team to online teaching including technology training and strategy adjustment, implemented personally developed language strategies with Korean instructors, and successfully transitioned 14 new instructors into self-sufficient, effective teachers over respective 4-month periods in online and in-person and hybrid settings Show less

  • Korean Curriculum Specialist

    Sept 2021 - Sept 2022

  • Training Supervisor

    Mar 2020 - Sept 2021
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  Internexus Provo

  Sept 2022 - Dec 2022

  English Second Language Instructor
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  HelpCloud

  Apr 2023 - Sept 2023

  Responsible for the individual and holistic success of a team of 3-7 help desk technicians, including holding regular 1-1s, running weekly WIG Sessions, and answering troubleshooting questionsEvaluated, presented and successfully implemented a slew of systemic adjustments designed to simultaneously reward employees, minimize costs, and structurally incite individual and collective excellenceOversaw team average case closures per hour move from .77 to .88, screened, interviewed and hired 4 new technicians, updated and consolidated various reporting tools, balanced fluctuating demand with staffing shortages, and oversaw department training, bonus allocation, and team time management Show less Responsible for regularly checking PC and Mac devices for malware, pop-ups, and bloatware, as well as provide varied technology solutions remotelyResolved issues on customer devices such as broken/uncooperative programs, printer and screen connections, and network connectivity errors. Regularly recovered SNS/email accounts, removed browser hijackers, and optimized devices with limited hardware capabilitiesMaintained 1-1.75 average cases closed per hour, remained among the top performers in the company, scored 93-100 on quality score for customer service, and received four 5-star customer reviews Show less

  • Technician Team Supervisor

    Jul 2023 - Sept 2023

  • Help Desk Technician

    Apr 2023 - Jul 2023
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  MasterControl

  Nov 2023 - now

  Enterprise Support Engineer and Translator

  Responsible for resolving enterprise-level technical concerns, representing support and development personnel as a customer-facing engineer, and utilizing a breadth and depth of product knowledge to troubleshoot for a SaaS on a biweekly patch cadenceProvided technical instruction on QMS/MES best practices, investigated and identified product defects, utilized support tools such as an SLA-tracking CRM, SQL database and RDP software, authentication and middleware applications, and log and trace software, and managed customer relationships with sysadmin, builder, and quality compliance personnelManaged line down issues for customer sites and demonstrated user and builder-level knowledge of QMS components including document handling, audits, training, eBRs, user and site configuration, and template/structure building. Translated technical meetings for Korean business representatives and English-speaking parties Show less