Hi, I'm Dante!
I am an accomplished IT professional with a diverse background in ServiceNow platform management, software development, and technical support. My journey began as a Support Engineer for ServiceNow, progressing to managing complex projects at HP Inc., where I led platform transformation and enhancement initiatives. Now, as an Escalation Engineer at Tanium, I specialize as a ServiceNow knowledge expert, providing advanced troubleshooting and resolution for technical escalations.
Throughout my career, I have been recognized for my problem-solving skills, positive attitude, and commitment to helping others. My passion for innovation and process improvement has driven significant contributions in streamlining operations and enhancing customer satisfaction. I am dedicated to knowledge-sharing and mentorship, which has not only benefited my peers but also fueled my personal and professional growth.
Outside of work, I enjoy going to the gym, cooking, drone photography / videography and gardening. I place a high value on continual learning and have met with a friend to work on weekly programming projects for over 10 years.
As a lifelong learner and believer in the power of collaboration, I am always eager to take on new challenges and contribute my expertise to drive meaningful, results-oriented outcomes. Let's connect and explore how we can collaborate to achieve great things!
Experience
Learn more at https://www.tanium.com/
Tanium
August 2024 - CURRENT
August 2024 - CURRENT
Tanium Technical Escalations - ServiceNow
Support the technical escalation team as a ServiceNow knowledge expert, troubleshooting and resolving complex issues.
Collaborate with engineering, product, and customer success teams to diagnose and solve technical problems.
Develop strategies for efficient escalation management and contribute to technical documentation and knowledge base.
Mentor junior engineers on ServiceNow platform nuances and troubleshooting techniques.
Enhance operational efficiency and data security for clients by providing real-time visibility and comprehensive endpoint control solutions.
JUNE 2018 - JULY 2024
HP Inc
Managed Services Platform Owner
At HP, I served as the ServiceNow Managed Services Platform Owner, leading managed services transformation projects to enhance service delivery for Device as a Service, Managed Print Services, and Contractual Business customers. My responsibilities included managing platform governance, executing annual upgrades, and monitoring system performance. I developed release management strategies focused on support, performance, and security. Additionally, I assisted teams with product integration, created customer onboarding workflows, and built operations monitoring solutions.
JANUARY 2018 - July 2021
Evanios
Product Support Lead
At Evanios, I managed the support team for the Evanios Operations and Monitoring solution, providing top-tier support for Fortune 100 companies and ensuring mission-critical business operations. My role involved consulting with customers to understand their business needs and develop custom solutions while acting as a technical liaison for integration issues.
Following Evanios's acquisition by HP, I was responsible for decommissioning the product and overseeing its end-of-life process, ensuring a smooth transition for all stakeholders involved.
OfferDesk strives to disrupt the home buying industry by empowering buyers to act as their own real-estate agent with the help of automation and technology. With OfferDesk, buyers save thousands on closing costs with minimal additional effort.
As lead developer for Offer Desk, I was responsible for the initial application design and technology stack that drives the business. I designed solutions to business problems via automation and technology.
I was responsible for incident tracking, diagnosis, replication, troubleshooting, and resolution. This involved debugging custom scripts (JavaScript), solving issues with the customer's MySQL database, restoring deleted data, and educating customers on a variety of ServiceNow features and best practices. I was consistently one of the top performers on my team and was recognized with several spot awards.
MARCH 2014 - MAY 2015
E-Z Rent-A-Car
IT Technician
I provided technical support for the staff at all of the 15 locations. This included user administration, troubleshooting issues with computers and printers, and hardware deployment. I worked with the company's VP of sales and training to create a web-based training and certification system to train, test, and log certifications for all employees.
E-Z was purchased by Advantage Rent A Car in 2015 and corporate infrastructure was dismantled.
I created and administered training for all of the customer service, check-in, gate, and departures staff at the airport.
Education
Bachelors of Science in Information Technology
GRADUATED 2014
Balanced full-time work with academic responsibilities to self-fund education
Known as the "note taker," providing classmates with valuable resources and support
Fostered a collaborative learning environment and continued knowledge-sharing practices in career
Projects
SHOR10.COM
Co-developed a URL shortening and obfuscation service with a programming partner, Will Renneker.
Integrated QR code generation for seamless URL sharing via smartphones
Implemented link analytics to track click counts and geographical data for each shortened URL