Daniel_Bouska_Resume

Daniel_Bouska_Resume

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  Daniel J. Bouska 1213Mountain Air Trail [email protected] Ft Worth, Texas 76131 817-542-2962 CAREER SUMMARY A customer service professional with over 25 years of technology and management experience including Service Desk experience as a Manager, Supervisor, Team Lead and analyst with excellent communication, analytical and problem solving skills and a strong desire to help people. Employee and department management experience including position posting, screening and interviewing, budget development, management and maintenance. Experienced in providing training to international and domestic adults and students. PROFESSIONAL EXPERIENCE 2013/2015 IT Service Desk Manager Altisource Technologies  Managed transition of support from Ocwen Service Desk to Altisource Service Desk after move of technology services from Ocwen Financial Corporation to Altisource Technologies.  Manager of up to 70 Service Desk engineers and 6 Team Leads in Bangalore, Mumbai and Pune India.  Conducted phone interviews and made hiring decisions for Service Desk candidates in India as needed to maintain staffing requirements  Managed creation and authored numerous documents in the Altisource Service Desk Playbook which is used for training of new Service Desk Engineers and retraining of existing Engineers as needed.  Participated in Technology and Service Management strategy meetings on discussions of improving services provided by the Altisource Service Desk.  Reviewed support requests and made final decisions for onboarding of new support services for internal and external platforms and applications to the Altisource Service Desk.  Handled support escalations from Ocwen, Altisource, and other customer executives, employees and contractors.  Manage all aspects of the Service desk to include call monitoring, monthly analyst scorecards, vacation scheduling, shift scheduling, and annual performance reviews.  Monitor team service tickets for problem types, descriptions, and dispatching.  Developed and implemented the Knowledge Base processes for the Service Desk and second level support groups within CA Service Desk Knowledge Base Module.  Assist Incident and Problem Management to determine second level support teams which can provide root cause analysis for Severity 1 and 2 failures.  Mentoring Service Desk Team Leads, Shift Leads and Engineers on Ocwen, Altisource, and other customer policies and procedures.  Disseminate management directives to associates or teams as needed.  Encourage teamwork amongst team members and provide a problem resolution resource for disputes between team members.  Maintain verbal and documented confidential information.  Evaluation of daily, weekly and monthly metrics data to assure the Service Desk met or exceeded the Service Management Organizational Level Agreements.  Review and mentor analyst on monthly and weekly call center performance reviews. 2006/2013 IT Service Desk and Security Fulfillment Manager Ocwen Financial Services formally GMAC ResCap  Ocwen Service Desk and IT Security Fulfillment Manager and analyst.  Key participant in developing and implementing the transitioning of support to multiple service desk after sale of GMAC ResCap to Ocwen Financial Corporation and Walter/Green Tree.  Participated in Technology Infrastructure Compliance and Service Improvement Plan strategy meetings on discussions of improving services provided by the Altisource Service Desk.  Facilitate onboarding of new support services for internal and external platforms and applications to Ocwen IT Security Fulfillment and Ocwen, Altisource and IBM Service Desk located in multiple international locations.
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   Subject MatterExpert for migration of services from vendor service desk to new vendor service desk.  Utilizing excellent customer service skills, provide hardware and software support to Ocwen Financial Services, GMAC Rescap, Ally Financial Services, Ally Bank, and Walters Financial executives, employees and contractors.  Supervision of up to 20 help desk analyst and 8 security fulfillment associates in multiple service locations.  Manage all aspects of the Service desk and Security Fulfillment teams to include call monitoring, monthly analyst scorecards, vacation scheduling, shift scheduling, and annual performance reviews.  Monitor team service tickets for problem types, descriptions, and dispatching.  Assist Incident and Problem Management to determine second level support teams which can provide root cause analysis for Severity 1 and 2 failures.  Mentoring team members on Ocwen. Altisource, Ally and GMAC policies and procedures.  Disseminate management directives to associates or teams as needed.  Encourage teamwork amongst team members and provide a problem resolution resource for disputes between team members.  Maintain verbal and documented confidential information.  Retrieval and evaluation of daily, weekly and monthly metrics data on Service Level Objectives.  Review and mentor analyst on monthly and weekly call center performance reviews.  Responsible for verification and approval of analyst timesheets.  Provide technical support for multiple applications and software suites, hand held devices, Dell and HP desktops and laptops and author and update technical papers published in Technical Knowledge Bases. 2000/2005 Technology Consultant ExxonMobil Oil Corporation (RCG Information Technology Contractor)  ExxonMobil North American Support Center (NASC) analyst and Operations Technical Team Supervisor.  Provide hardware and software technical support to ExxonMobil executives, employees and contractors through excellent customer service.  Operations Technical Team Supervisor includes the supervision of 16 help desk analyst.  Monitor team service tickets for problem types, descriptions, and dispatching.  Mentoring team members on NASC policies and procedures.  Disseminate management directives.  Encourage teamwork between team members and resolve disputes between team members.  Collaboration with other team supervisors.  Facilitate monthly team meetings to discuss current issues and concerns from analyst.  Maintain verbal and documented confidential information.  Assist with upper level executive calls and escalations.  Provide new hire training, Canadian help desk training, and continuing education training to analyst.  Authored technical papers published in the NASC Technical Knowledge Base, and provide updates to existing technical papers.  Retrieving and evaluating data on Call Center Service Level Objectives.  Review and mentor analyst on monthly and weekly call center performance reviews.  Responsible for verifying analyst timesheets.  Provide technical support multiple applications and software suites, hand held devices, Dell desktops and laptops 1997/2000 Technology Director Del Valle ISD  Managed a multiple NT Server environment.  Project Manager for infrastructure design and installation of voice and data WAN and voice, video, and data LANs.  “In house” consultant to administrators and staff recommending appropriate hardware and software.  Developed the hardware and software standards policy to be applied district wide.  Developed Request for Proposals for major software and hardware purchases, and infrastructure contracts.  Developed District Technology Plan.  Supervised seven (7) technology department staff members including the hiring and employment contract renewal recommendations and job assignments.
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   Production ofwritten and PowerPoint presentations to Board of Trustees on a variety of topics that included technology status reports, training reports, funding reports, infrastructure reports, and grants reports.  Developed software and hardware purchasing standards and developed hardware specifications for computers, printers, peripherals, and network hardware.  Created and updated the district’s web pages.  Conducted training on Microsoft Office and a variety of software to administrator, teachers, and staff. 1991/1997 Technology Coordinator Connally ISD  Oversaw the infrastructure design and installation of data LANs within the district.  Led discussions with administrators and staff about recommending which software and hardware to purchase, and identified training needs to ensure staff acceptance and competency.  Developed Request for Proposals for major software and hardware purchases, and infrastructure contracts.  Utilized PowerPoint presentations to Board of Trustees on a variety of topics that included technology status reports, funding reports, and infrastructure reports.  Developed software and hardware purchasing standards and developed hardware specifications for computers, printers, peripherals, and network hardware.  Responsible for the submission of Public Education Information Management System (PEIMS) reports to the Texas Education Agency. ACCOMPISHMENTS  Managed an over $3,000,000 Technology Bond Budget  Developed and managed a yearly budget of approximately $400,000.00  Webmaster for personal, business and organization websites EDUCATION MS Educational Administration Prairie View A&M BS Education Baylor University SOFTWARE EXPERTICE  Office 97/2000/2003/2007/2010  Outlook 2003/2007/2010  FrontPage 97/2000  MS Project  Operating Systems 95/98/NT/XP/Windows 8  Unicenter Service Desk  Remedy  CA Service Desk  Business Objects  Avaya CMS Supervisor  Peregrine Service Center  Lotus Notes 4.5/5.0/6.5  RSA/VPN  Adobe Acrobat Suite  Smartcard