Hi, I'm Dante!
I am a highly motivated and versatile IT professional with a strong background in ITSM platform management, software development, and technical support. Known for my positive attitude, exceptional problem-solving skills, and unwavering commitment to helping others, I am known for going above and beyond to ensure the success of colleagues and clients.
With experience spanning from working as a Support Engineer for ServiceNow to managing complex projects as an ITSM Platform Project Manager at HP Inc., I have demonstrated a keen ability to adapt and excel in various technical roles. My comprehensive understanding of IT infrastructure, paired with my passion for innovation and process improvement, has led to significant contributions in streamlining operations and enhancing customer satisfaction across multiple organizations.
I am dedicated to knowledge-sharing and mentorship that has not only benefited his peers and teammates but has also played a crucial role in my own personal and professional growth. As a lifelong learner and believer in the power of collaboration, I am always eager to take on new challenges and contribute his expertise to drive meaningful, results-oriented outcomes.
Experience
Learn more at www.hptechpulse.com
HP ITSM Platform Project Manager
November 2022 - Current
Promoted to Project Manager, leading the ITSM platform transformation and enhancement projects for HP's ServiceNow platform used for managing services for Device as a Service, Managed Print Services, and Contractual Business customers.
Managed platform governance, ensuring alignment with HP's goals and values, overseeing change management, platform policies, user and code audits, and data governance.
Led platform support team, maintaining functionality and usability, planning and executing annual upgrades, monitoring system performance, and coordinating with L1/L2 support teams.
Developed and executed release management strategy, focusing on support, performance, data privacy & security, and upgrades.
Managed stakeholder relationships and drove results-oriented outcomes through strong communication and vendor management skills.
HP Information Services Developer
July 2021 - November 2022
Assisted internal teams with integrating their products and ideas into HP's ServiceNow ITSM environment.
Designed and implemented a self-service knowledge management process for technical writers and subject matter experts.
Created customer onboarding and customer service management workflows, increasing support capabilities.
Built operations monitoring solution for HP Advanced Endpoint Management's internal infrastructure.
Developed ideation and demand management processes, enabling employees to suggest and implement new ideas and solutions.
Product Support Lead - Evanios
January 2018 - July 2021
Managed support and implementation team for Evanios Operations and Monitoring solution.
Provided top-tier support for Fortune 100 companies, ensuring mission-critical business operations.
Consulted with customers to understand business needs and develop custom solutions.
Acted as technical liaison between solution providers and customers for integration issues.
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.
JUNE 2015 - SEPTEMBER 2017
ServiceNow
Support Engineer
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 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
Integrated QR code generation for seamless URL sharing via smartphones
Implemented link analytics to track click counts and geographical data for each shortened URL