Daniel Savi - IT Support Specialist / Small Business Owner, Savi Tax

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Work Background

Willis Towers Watson's OneExchangeProduction Operations Analyst

Apr. 2018 - May. 2025Tampa, FL•Develop understanding of the Acclaim platform; a SaaS based end to end Consumer Directed Healthcare solution. This solution was developed in-house and is designed to manage reimbursement administration for a multitude of different reimbursement plans including HSA (Health Savings Accounts), FSA (Flexible Spending Arrangement / Accounts), HRA (Health Reimbursement Arrangement) and other consumer driven healthcare reimbursement type accounts. •Coordination of IT Event Management, Incident Management, Problem Management, and Availability Management. •Create, review, and distribute daily, weekly, and monthly reporting on systems performance, capacity, and availability. •Management of client communications regarding incident management and system performance issues. This includes the creation of RCA documents for business understanding. •Creation of system performance and capacity metrics for management reporting. •Manage service availability via internal and external tools, incident escalation and management via documented processes. •Ensure problem resolutions are evaluated cross-functionally and implemented in a manner which is consistent with a process improvement mindset. •Track and document daily work tasks/ issues and communicate them with the rest of the team. •Work with third-party maintenance, facility staff and service providers to identify, report on and escalate customer affecting network, hardware and software issues in a timely manner. •Work with job scheduler reviewing documentation and approving the promotion of jobs from tier to tier. •Monitor Acclaris environment using provided tools and implement event and incident management processes when necessary.

Willis Towers Watson's OneExchangeIT Support Specialist

Mar. 2016 - Apr. 2018Tampa, FL• Serve as the initial point of contact for resolution of desktop, laptop, tablet, and phone related problems. • Manage all desktop/laptop computer systems, phones, and peripherals. • Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions. • Procure, update, and maintain all software used on corporate systems. • Establish and maintain hardware and software configuration management program. • Document and maintain a permanent inventory of all Corporate IT equipment. • Maintain all licenses and service agreements for all software and equipment; track and update licenses and document as required. • Provide and manage cellular telephones and services for Company issued equipment. • Creation of sites and user provisioning in Sharepoint. • Deployment of application software using Microsoft SCCM. • Imaging new desktop/laptop computer systems using Microsoft SCCM. • Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 7/8/10, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment. • Document, track, resolve, and report on problems and work orders using JIRA Service Desk. • Creation and modification of user accounts via Active Directory, submit changes to file management and peripheral devices via JIRA Service Desk Manager, escalate network incidents, and provide direct support to internal customers. • Technical expertise in the setup, operation, and troubleshooting of all associated operating systems.

WellCare Health PlansSenior Support Specialist Tier 2

Mar. 2014 - Jan. 2016Tampa, FLWindows Support Specialist and Senior Mobile Technician Responsible for all aspects of PC builds and rebuilds, on site trouble shooting, systems repairs, application trouble shooting and resolutions. Educate and explain in “layman” terms a solution to the clients. Responsible for all Mobile device configuration and activations, this includes Air cards, Blackberry Devices and Apple iPhones. • Lead man for the PC mobile refresh, supporting vendor with internal and external Air Cards nationwide, coordinating the replacement for seem less operation without incurring any additional carrier charges on over 1500 devices. • Trained Tier 1, specialists on Black Berry devices on both Bes 5 and Bes 10 servers to expedite support. • Assisted vendor with training on SCCM 2012 with collection and advertisements utilizing Active Directory, along with client agent resolution. • Server administrator for Bes 5, Bes 10, Zen mobile and print server.– Responsible for adding, removing of clients, users (mobile devices) and locking down network printers.

Independent IT ContractorSelf Employed IT Professional

Jul. 2013 - Mar. 2014Land O Lakes, FLResponsible for all aspects of PC builds and rebuilds, on site trouble shooting, systems repairs, application trouble shooting and resolutions. Educate and explain in “layman” terms a solution to the clients.

Rita Technology ServicesNetwork Support - Contractor

Apr. 2013 - Jun. 2013Marriott Vactions Worldwide - Lakeland, FLNetwork Support: Provided network support for Cisco Switches and Routers for US owned properties utilizing “PuTTY” SSH sessions. Duties included monitoring of network’s health using Solar Winds Orion monitoring tools, assigning static IP addresses and recreating network drawings using VISO and repairing wireless access point issues.

VerizonSystems Engineer – 3rd Level Support (Intel System Support Response Team Night Shift)

May. 2011 - Feb. 2013Temple Terrace - Tampa Data CenterSystems Engineer – 3rd Level Support (Intel System Support Response Team Night Shift), 2011 – 2013 Provided multi-domain support for over 10K users within Open Systems Support and Maintenance (OSSM) for Information Technology and Business divisions. Created and maintained ISO 9000 documentation compliant for several topics, such as SCCM and performance monitoring. Also, served as a technical resource for critical third-party applications, such as Microsoft inventory software, server health software (HP SupportPaq and BMC Patrol), and antivirus (Symantec Endpoint Protection); and utilized Broadcom and HP Connect Intel teaming software. • Supported and performed troubleshooting on 10K Win2K – Win2K8 Servers. This produced minimal down time; which allowed for maximum application response time. • Resolved over 2K CMIS tickets during 18 months; ensuring resolution within hours of receipt, while eliminating approximately 80% of ticket returns on the same issue. • Implemented over 2K change control records successfully. Ensured 99.8% completion rate within time specifications, exceeding company standard of 97%. • Resolved over 150 CMD’s during 18 months, where server issues required immediate resolutions. • Assisted with over 150 Vender Dispatch Tickets to resolve hardware issues with zero repeat offenders. • Expanded Disk on 100’s of clusters, installed SP1 on 100’s of servers with SQL 2005/2008. • Upgraded 1000 VMware servers, with virtual memory and expanded disk space.

VerizonSystem Administrator

Jan. 2006 - May. 2011Verizon - Blue Hill Data Center, NYSystems Administrator / Engineer – 3rd Level Support (Intel System Services Team), 2006 – 2011 Provided multi-domain support of servers for the Information Technology division. Directly responsible for the OS, critical applications, and maintenance for over 800 servers, with similar secondary responsibilities for over 8.5K servers. Utilized SMS/SCCM to create and install packages to servers. • Led team of six members for 18 months, changing deployment method from SMS to SCCM on 8K servers; improved deployment times by 30% and system inventory records. • Supported and performed troubleshooting on 10K Win2K – Win2K8 Servers. • Introduced the monthly change control for security patching; which eliminated replicating 15% change controls monthly. • Established the weekly SMS/SCCM status call and follow up format that is still utilized today; which expedited problem resolution with SCCM packages. • Maintained a 97% Microsoft Critical security patches rating for over 800 servers monthly, improving server uptime; consistently rated “best among peers.” • Set the standard for maintaining 97% success rate among peers, utilizing automation in an unattended environment; which reduced the number of man hours for required installs by 50%. • Wrote and implemented over 2K change control records successfully. • Assisted all coworkers in meeting goals set forth by management.

VerizonSystems Administrator

Jan. 1996 - Feb. 2013Greater New York City AreaVERIZON (formerly Bell Atlantic/NYNEX), Tampa, FL and Pearl River, NY 1996 – 2013 Global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government, and wholesale customers; representing revenue of $110.9B in 2011, with 194K employees; serving customers in more than 140 countries

VerizonSystems Deployment / Support Specialist - 3rd Level Support

Jan. 1996 - Dec. 2006Blue Hill Data Center- Pearl River, NYSystems Deployment / Support Specialist – 3rd Level Support (Intel System Support Team), 1996 – 2006 Provided multi-domain support of users for the Information Technology division. Utilized SMS and Netview DM to create and install packages to workstations and then later to servers. Responsible for patch deployment to over 10K workstations and servers and created scripts to query patch state. Implemented over 100K unattended installation packages; including middleware such as Symantec Antivirus upgrades, BMC Patrol Upgrades, and O/S service packs. Also familiar with Broadcom and HP Connect Intel teaming software. • Led team of six members changing deployment method from NetView DM to SMS on 7K servers; improved deployment times by 10% and ease in reporting methods for management to view. • Maintained a 97% Microsoft Critical security patches rating for over 900 servers monthly, improving server uptime; consistently rated “best among peers.” • Implemented over 100K updates to the Higgins organization, which at the time was responsible for all internal updates including Marimba, SMS, and Blackberry servers. • Coordinated update efforts for other team members; ensuring no overlap on installs. • Supported and performed troubleshooting on 10K Win2K – Win2K3 Servers. • Introduced the weekly SMS/SCCM status call and follow up format that is still utilized today. • Expanded disk on 100’s of clusters, installed SP1 on 100’s of servers with SQL 2005/2008. • Upgraded 1000 VMware servers, virtual memory and expanded disk space.

Ergonomics GroupHardware Technican

Feb. 1993 - Jan. 1995Installed and maintained networks for a Novell re-seller and Microsoft solution provider. Configured, installed, and troubleshot workstations, servers, and printers (including modems, hub equipment racks, file servers workstations, and printers).