Tim Brasgalla Email & Phone Number

Fargo, Nd

Fargo, North Dakota, United States

I currently manage a team of 7 technicians which support 4,000 business customers in Western Minnesota and Eastern North Dakota.Chosen and charged with integrating team into newly established Service Delivery Business Organization following the acquisition of Laser Systems by Loffler Companies. Provide the effective leadership to team in delivering high quality services to customers and achieving metrics. Hold concurrent responsibility for providing pre-sales and post-sales technical support to small-to-medium sized businesses, large enterprises, and educational institutions in migrating to digital workflow solutions.Strategic Planning & Leadership- Educated and led team in successfully adopting new corporate policies and procedures. Built a customer-driven teamrecognized for achieving First Call Effectiveness, Parts Cost Per Page, and Customer Survey Feedback satisfaction metrics.- Held critical role in enabling organization to transition into the software business. Conceptualized, gained approval, and launched new service offering to enable customers to identify and overcome document workflow challenges.Service Management Best Practices- Set-up new COVID-19 Support Delivery Model in compliance with CDC guidelines. Educated team on best practices for resolving customers’ issues remotely, and in bringing appropriate inventory to customers’ sites.- Assumed responsibility for developing and implemented tools for the Service Delivery Business Organization that automated the tracking of customers’ purchases and services, enabled the integration of technical and sales data for new acquisitions, and increased visibility of opportunities and issues.

Fargo, North Dakota, United States

$4M print-focused technology company with 30+ users in 2 locationsAssumed additional responsibility to manage, scale, and optimize IT operations for the rapidly growing company. Researched, evaluated, recommended, and implemented new technologies. Deployed and administered servers, desktops, software, applications, databases, Active Directory, network and wireless infrastructures, web domains, websites, and Intranet. Negotiated licensing agreements with Microsoft and other hardware/software vendors. - Built the Technical Support Organization to provide the needed support and services as the company grew, and to customers with websites and remote management software issues.- Core member of the leadership team that conducted the due diligence and integrated IT operations following acquisition.- Recommended, planned, and coordinated the migration of the email system, voice services, servers and business applications to cloud-based environments that reduced costs, increased reliability, and improved the delivery of services to users.- Deployed and achieved optimal uptime of multiple domains, e-commerce site, print management site, and SQL Server databases that elevated the customer experience and supported business growth goals.

Fargo, North Dakota, United States

Managed a staff of 5 and 25 vendors servicing 3,500 business customers in 15 upper midwest statesPromoted to build a dedicated department supporting the multifunctional device environments of small, medium, and largesized customers in multiple states. Interfaced with sales team to develop winning responses to proposals. Collaborated with sales manager to assess potential customers’ environments, analyze needs, and recommend technology products and services. Partnered with customers’ Help Desk and IT Managers to set-up SLAs, resolve issues, and maximize the uptime and performance of mission-critical environments.- Established and grew the Service Department to 5 employees and 25 vendors providing value to customers.- Developed the framework to strengthen effectiveness of teams in servicing customers across a rapidly changing technology landscape. Analyzed new product releases and provided training to technical staff.- Achieved highest level of customer satisfaction by interacting with technicians and providing top-level escalation support.

Fargo, North Dakota, United States

Provided optimal support to growing business customer base throughout Eastern North Dakota. Installed, configured, maintained, and troubleshot issues with new laser printing devices.

Electronics

Education record

Aas, Engineering Technology, General