Daniel Crain

I work with tools like OpenSearch, SQL, Postman, ServiceNow, and Python, along with proprietary applications used by Choice Hotels and their franchise locations. My role involves troubleshooting and resolving application issues that are directly impacting our hotels. My role is also focused on automation and improving processes to eliminate unnecessary mechanical tasks.

I worked with tools like AppDynamics, Grafana, OTEL, AWS, xMatters, Site24x7, and Jenkins in a role that required an intense on-call schedule as part of a Network Operations Center (NOC) team, ensuring uptime for our international services. I focused heavily on automation, designing Python applications to simplify mechanical tasks and streamline the on-call process across the entire organization. Additionally, I collaborated closely with vendors like Expedia and Booking to ensure seamless integration and communication between our systems.

I returned to Solera to provide essential technical assistance during a time when the organization was operating with a skeleton crew after a 4th round of layoffs. I worked with tools like Intune, Jamf, O365, Azure, and ServiceNow to manage the configuration and deployment of company devices and applications. I also provided direct support to employees facing technical issues. While my pay increased and responsibilities remained the same as before, the System Administrator title I previously held no longer existed. This position was temporary and they would find a replacement once I got things in working order again.

I worked with tools like Nextiva to fully manage our VoIP phone system, collaborating directly with the provider to ensure our recruiters could make calls without issues. I also supported various tasks, including data recovery for legal purposes, application deployments, repairing Excel spreadsheets, troubleshooting the CRM, and managing our on-premise server. Additionally, I provided technical support to Roanoke Capital Management, who leveraged my services through VB as they were located in the same building.

I worked with tools like Intune, Jamf, O365, Okta, Spoke, PowerShell, Azure, Citrix, and Salesforce to configure and deploy applications, monitor SaaS reliability and security, and ensure compliance with HIPAA and HITRUST standards. My responsibilities included onboarding new users, conducting individual sessions, and resolving technical issues related to devices and meeting room equipment. I also launched Tech Tuesdays, a weekly training session that taught non-technical users to troubleshoot, reducing the support workload. Additionally, I successfully cleared a significant ticket backlog and actively sought opportunities to improve internal processes, tools, and compliance practices.

This was my startup based in Charleston, South Carolina, where I provided affordable and flexible technical services to small businesses through a monthly subscription model. My offerings included remote and on-site technical support, social media management, search engine optimization, web design, application development, and consulting services. My business was contracted to Solera Health, which I then closed and moved to Phoenix in order become a full-time employee there.