Timothy Heller Email & Phone Number

Middleton, Wisconsin, United States

- Worked on-site at the world HQ supporting VIP users including multiple company vice presidents and high level managers.- Set up and maintained users’ desk phones and Jabber softphones in Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection Administration.- Created documentation and supported rapid changing policies in response to Covid laptop deployment and enabled both new and existing users to work from home.- Updated an internal tool utilizing PowerShell scripting and SQL commands that allowed support staff to identify which computers were assigned to a user.- Assisted the O365 admin and vendor in implementing, troubleshooting, and testing a new conference room connection system that integrated with Microsoft Teams.- Designated site engineer responsible for installing and troubleshooting a temperature scanning camera used to allow or deny access to the facility, and subsequently testing the reporting system if someone had been rejected for any reason (no mask/temperature).- Supported Box for VIP users.

Madison, Wisconsin, United States

- Responsible for deploying all necessary hardware, including phones, monitors, and computers for ten locations.- Assisted the information security team by reimaging compromised endpoints.- Provided support to over 4,000 customers, end users, and executives by deploying software packages and configurations through SCCM.- Acted as the subject matter expert and escalation point for all tiers of deskside support.- Provide domain level support and solving for highly complex issues including asset management, profile conflicts, and domain trust connections.- Assist MacOS administrator with developing automation scripts for application installs, reimaging of assets, configuration changes, etc.- Manage Active Directory OU’s, users, groups, computers, and permissions.

De Forest, Wisconsin, United States

- Supported end users and business critical functions by utilizing Landesk to deploy software and required updates.- Maintained the departmental budget for purchasing phones, computers, and other equipment.- Responsible for the installation and configuration of all enterprise hardware.- Built, tested, and deployed a dynamic Office 365 installation package that accounted for the end users regional language localization and internet speeds to accommodate global business needs.- Scripted and deployed a follow up solution for the Office 365 rollout to troubleshoot common post-migration issues.- Responsible for maintaining the health and configuration of McAfee ePolicy Orchestrator (EPO) for more than 2000 endpoints.- Utilized Cherwell to track and coordinate tickets and work streams across departments.Delivered bespoke solutions to software limitations and incompatibilities for the sales and accounting teams.- Rolled out OS upgrades from Windows XP to Windows 7 for critical lab equipment as well as Windows 7 to Windows 10 for standard users.

Madison, Wisconsin Area

- Hardware troubleshooting, equipment ordering, and processing of product returns or repairs both for internal and external customers- Interactions and ticket creation for a broad spectrum of departments ranging from project management to architect time management and dispatch of field technicians- Strong and diverse customer base ranging from IT professionals from multiple industries, especially finance and health care to university students/staff and even internal employees including executive and management roles

Madison, Wisconsin Area

- Exposed to multiple Citrix environments, authentication methods including two factor RSA logins, and a variety of user management software- Provided training experience and resources for newer representatives- Empathized with customers while delivering leading product knowledge and resolutions

Greater Milwaukee Area

- Replaced desktops, laptops, and thin clients as necessary for a Windows XP upgrade to windows 7 for a major hospital network with over 1000 pc's, imaging them with a snapshot taken previously- Familiarized with Bitlocker and TPM encryption technologies, as well as physical security measures in a hospital network setting- Exposed to multiple customer support environments from active emergency area clean rooms to smaller clinics and administrative offices.