Daniel Jimenez

Senior IT Manager overseeing nationwide IT service desk operations for 420+ clinics across the United States, supporting a global healthcare organization. Lead a dedicated team of 6 professionals, delivering end-to-end technical support, including clinic acquisitions, audiometric equipment, and hardware deployment. Manage multiple high-impact IT projects simultaneously, with a strong focus on identifying cost-saving opportunities and driving operational efficiency. Notable achievements include: Reduced cellular and MiFi costs by consolidating plans and eliminating unused lines, resulting in significant monthly savings. Negotiated ISP aggregator contracts, saving thousands of dollars per month across clinic locations. Developed and implemented clinic IT standardization, improving scalability, reducing support complexity, and enhancing operational consistency. Optimized Office 365 licensing, aligning plans with actual usage to reduce excess licensing costs while maintaining productivity. Recognized as Employee of the Year in 2022 for outstanding performance and contributions to IT service excellence. Drove significant improvements in internal processes through targeted audits and workflow optimizations, resulting in a measurable reduction in service desk ticket volume. Committed to delivering scalable, efficient, and customer-focused IT solutions aligned with business goals.

Experienced IT leader overseeing service desk operations and technology acquisitions for over 220 hearing aid clinics across the United States. Proven track record of building and leading a high-performing, collaborative service desk team from the ground up — maintaining exceptionally low turnover through a positive, solutions-focused culture. Skilled in managing rapidly shifting priorities while consistently identifying opportunities for efficiency and innovation. Hands-on expertise in project management and cloud-based support for AWS, Microsoft Azure and Office 365, enabling the delivery of scalable, results-driven IT solutions that support business growth. Successfully led key initiatives such as: Rolled out a new Contact Center CRM platform for a newly established Contact Center department, improving customer interaction and operational efficiency. Managed the implementation of a Business Intelligence (BI) platform, enhancing data-driven decision-making across the organization. Provided IT leadership and integration support during multiple merger and acquisition activities, ensuring seamless onboarding of clinics and alignment with corporate IT standards. Consolidated multiple clinic-based VoIP systems into a unified Zoom Phone platform, improving communication reliability and reducing telephony costs by 40% across 220 clinic locations. Led cross-functional implementation, porting numbers, configuring call flows, and training staff to ensure seamless transition with zero downtime. Adept at fostering strong relationships with vendors and internal stakeholders, translating business needs into actionable IT strategies and programs.

High performance leader and manager of a 24x7x365 global IT Service Desk team supporting 4000+ employees throughout the U.S. and overseas. Service Desk team consisted of 30 engineers to troubleshoot and resolve hardware, software and network connectivity issues for our Living Life Science and Consumer Packaging Goods associates.

Primary duties included managing day‐to‐day client support and account management.  Providing direct VIP concierge services for various Fortune 100 Board of Directors  members. In addition, providing support to various internal IT departments to investigate and resolve performance related issues demonstrating strong diagnostic skills across multiple platforms.