Dan Garza
Technical Support Strategist
Ventura, CA | 805-616-4676 | danraygarza490@gmail.com
linkedin.com/in/dan-garza-mba490
Professional Summary
Versatile IT operations professional with 10+ years of experience in Microsoft 365 administration, technical documentation, and process automation. Skilled in Exchange Admin, OneDrive Admin, Teams, and SharePoint governance. Experienced in Jira administration (dashboards, Kanban boards, workflow schemes), Confluence knowledge base management, and automation with PowerShell and Power Automate. Adept at Slack and LastPass administration, Okta identity management, and Microsoft MFA security enforcement. Proven ability to translate complex systems into clear documentation and training resources that drive adoption and efficiency. Specialized in platform stewardship, documentation ownership, and process improvement.
Core Competencies
- Microsoft 365 Administration (Teams, SharePoint, Exchange Admin, OneDrive Admin)
- Jira Administration (Dashboards, Kanban Boards, Workflow Schemes)
- Confluence Knowledge Base Management
- PowerShell & Power Automate Workflow Automation
- SharePoint Site Design & Governance
- Slack Administration & Enablement
- LastPass Administration & Credential Governance
- Okta Administration & Identity Management
- Microsoft MFA Administration & Security Policy Enforcement
- ITIL V4 & Agile Methodologies
- Active Directory, Jira Service Desk, ServiceNow, Ivanti, ManageEngine, Zendesk
- Ticket Workflow Optimization & Escalation Management
Professional Experience
AvantorOctober 2024 - September 2025
Lead Administrator, IT Ops Site Services
- - Led IT operations across 3 global sites supporting 500+ users; ensured 99.9% uptime
- - Automated onboarding with PowerShell scripts and digital playbooks, achieving 100% Day-One readiness
- - Introduced Agile workflows and automated triage, reducing resolution time by 30%
- - Administered Microsoft 365 (Exchange, OneDrive, Teams, SharePoint) and Jira (dashboards, Kanban boards, workflows)
- - Authored Confluence pages to support repeatable processes and cross-team enablement
AeroVironmentJune 2023 - September 2024
Service Desk Coordinator | IT Support Analyst
- - Reduced ERP ticket backlog by 40% through analytics and workflow refinement
- - Designed custom service desk widget for enhanced visibility across Jira Service Desk and Zendesk
- - Facilitated Agile standups and sprint cycles to improve team responsiveness
- - Authored Confluence documentation and standardized support procedures
- - Supported Microsoft 365 integrations and user enablement initiatives
Teladoc HealthJanuary 2020 - March 2023
Technical Lead | Knowledge Management | IT Documentation
- - Improved help desk efficiency by 25% via process reengineering and escalation protocols
- - Led rebranding initiative to position Service Desk as IT Business Partner, aligning support with enterprise goals
- - Designed and launched global Confluence knowledge base serving 4,000+ users
- - Documented 200+ runbooks and led knowledge management initiatives
- - Administered Slack, LastPass, Okta, and Microsoft MFA platforms to support secure collaboration and identity management
- - Delivered training on Microsoft 365 tools, including Teams and SharePoint
Education
Master of Business Administration - University of Phoenix - January 2023 - May 2024
Bachelor of Science in Information Technology - University of Phoenix - January 2021 - January 2023
Certifications
- Foundations of Leadership Certificate 1 & 2 - National Society of Leadership and Success - August 2023
- Executive Presence on Video Calls - LinkedIn - April 2022