Daniel Neely has over 20 years of experience in customer service, information technology, and desktop support. He has a background in network administration, software installation, help desk support, and excellent customer service skills. Notable experiences include coordinating customer service as an attractions attendant at Walt Disney World, providing help desk support and managing customer accounts, and owning his own computer repair and support business. He has extensive technical skills and knowledge of various computer operating systems, software, and networking.

1. DANIEL G. NEELY
dneeley1967@gmail.com
616-560-4261
CAREER SUMMARY
• Results-oriented, conscientious, creative Customer Support Professional and
Information Technology Representative that develops strong working relationships
produces quality work, and who can work under direct or indirect supervision.
• A problem-solver with strong technical and communication skills, and an extensive
background working with networks, desktop and laptop computers mobile devices and
mainframes.
• Strengths include: strong analytical skills, software installations, help desk support,
and excellent customer service skills.
CUSTOMER SERVICE AND INFORMATION TECHNOLOGY EXPERTISE
• Coordinator, Trainer, and Cast Member, utilizing Disney’s Diamond customer service
methodology
• Customer and Help desk support using GWI ticketing and Nortel Symposium and auto screen
pop suite to locate customer information, create trouble tickets, escalate and route to proper
departments for prompt resolution
•Network administration and installations, configurations and hardware PC diagnostics: MS
Office Suite, Lotus Notes, Auto Cad, Citrix, Visio, MS Access, Nortel symposium and PBX
• Intermec Bar Code Systems, Cisco Routers, Multi Port Hubs, LAN Cable Management, print
servers, and Wireless Networking
• Extensive knowledge of MS Win 95/98/2000/XP/Vista/Win 7/8/10, Mac OS and IOS,
Android, NT4.0, Unix, SCO, AIX, Novell NetWare, MS Outlook, Internet Explorer, MS
Office, SQL, SAP, Siebel, Baan
EXPERIENCE
Help Desk / Customer service 2014 - 2015
Staffing Resource Group/ Contracted to CHEP
• Responsible for overseeing and assisting Business Development Managers with management
of customer accounts assuring data integrity and proper placement of customer requests
• Collaborating with customers within the call center operations following protocol as
established by documented corporate procedures and service level agreements
• Reviewing customer invoices, placing and canceling orders utilizing Siebel CRM, SAP as well
as other business applications
• Facilitating Logistics needs expediting, scheduling, and prioritizing deliveries based on
customer orders, requests and complaints according to corporate standards
• Customer Portal administrator creating and editing user accounts, password resets, and
troubleshooting user interface issues within the Portal
Attractions: Coordinator / Trainer/ Attraction attendant 2010 - Present
Walt Disney World Parks and Resorts

2. • Responsible for overseeing cast member safety and well being while following the Disney
codes of appearance and conduct
• Providing instruction and guidance to Cast Members
• Supervising the daily operations of the attraction including staffing needs, managing the
staffing budget, and working closely with the deployment associates to assure that breaks and
bump outs occur in accordance to union guide lines, while under the guidance of Guest
Service Managers
• Served on team testing and implementing new RF ticking with magic band and fast pass plus
systems. Strategically migrating from paper ticketing to magic band and RF ID card
technology
• As a Trainer worked with cast members to instruct them in the new ticking system and
running User Acceptance Testing (UAT)
• Instructing and providing guidance with daily procedures and area safety while utilizing the
training tools developed by Disney
• Performing staff assessments to determine which training style should be used to insure
maximum retention or staff and utilization of training materials
• Observing cast members in the work area while performing assigned job duties and providing
instruction to staff as need
• Attraction attendant for many types of attractions ranging form theater operations, including
3d movies to live performances. All operations involved with large coaster IE (Expedition and
large water rides
Desktop Support/Field Tech 2007- 2016
Dan’s Computer Services
• Owner operator of computer services support business.
• Installed computer hardware and software for private users and small businesses.
• Setup wireless networks for both private home and small business environments.
• Upgraded computer hardware and software including Microsoft operating systems
including Windows Vista, 7, 8, 10 Apple OS, IOS, and Android.
• Installing mobile devices Ipad, Iphone, android tablets, and phones.
• Training users on computer hardware and software, and mobile devices.
• Installing printers and setting up print servers for both wired and wireless networks.
Help Desk Analyst 1999 – 2007
Herman Miller, Zeeland, Michigan and Winter Park, Florida
• Responsible for internal customer needs including analyzing and correcting software and
hardware problems
• Creation of user accounts, resetting passwords, assisting customers in software and hardware
usage
• Creation of service tickets and escalation of tickets using GWI and Symposium customer
support and screen pop applications
Technical Liaison / SR Field Tech
Herman Miller, Zeeland, Michigan
• Technical Liaison between System Administrators and Business Partners, working with end
users to analyze hardware and software needs

3. • Procure inventory as well as install hardware and software solutions for Business Partners
• One of twelve technicians responsible for 5000 end users from Headquarters, Sales,
Engineering and Manufacturing
• Assessed, diagnosed and repaired computer and software desktop issues on Dell as well as
IBM hardware platform
• Recommended computer hardware and software based on end user needs, ordered and
installed upgrades
• Repaired systems including Windows 95, 98, ME, 2000 XP, Vista, Windows 7 and Mac OS10
• Installed and supported Microsoft Applications including MS Office Suite, Access, and Web
Based Applications in IE Explorer, Visio, Lotus Notes, and Nortel Symposium support and
screen pop applications
Systems Engineer/Administrator
CMI competitive Solutions, Grand Rapids, Michigan 1998 -1999
• Supported 100 internal Customers
• Provided technical expertise to maintain internal systems including telephone, and personal
computers
• Installed and serviced internal systems
• Supported network integrity in client server environment for customer remotely via telephone
or modem
• Maintained integrity of Trans4M, the operating system, and printers
Technical Consultant – Contract Position 1997 – 1998
RHI Consulting, Grand Rapids, Michigan
• Provided technical expertise to the RHI Consulting firm for assigned accounts, implementing
and performing conversions of Microsoft Windows 95/NT Systems
• Performed hardware upgrades and establish personalization per individual requirements
• Ensured system integrity and provide all necessary security measures as organization
requirements demand
• Upgraded systems and networks to the new organization standards and established
communication through network hubs and servers
• Executed data migration and software distribution in a client server environment using Tivoli
by IBM
Computer Operations/Information Resource 1994 – 1997
Electronic Data Systems, Auburn Hills Michigan
Data warehousing and Mainframe Data Processing Company
• Ensured complete system capabilities were fulfilled by providing system as well as software
• maintenance
• Maintained and developed client server, ether-net, LAN/Wan, DASD units, large-scale main
frames, micro main frames, desktops, and global main frame networking systems which
included IBM AS/400, Amdul and others loading and offloading data tapes ,and reel to reel
tapes
• Excelled in the development, Use and maintenance of software programs such as Windows
95/NT, UNIX, JES2, JCS, ACF2, ISPF, VSAM, JCL, Novel, MS Mail, MS Office, HTML,
TCP/IP and MVS

4. • Involved in the EDS Operations Development Programming. This involved an intense
regiment of courses designed to take 1.5 years to accomplish, completed in 8 months. Was
also involved in many computer based training courses
• Certified in UNIX, maintained and coded programs for EDS
EDUCATION
Clio High School - 1981 to 1985
Mott Community College - 1985-1987
University of Michigan – 1987-1990
Bachelors of Nursing science