Tim Malloy Email & Phone Number

• Responsible for providing support and leadership on technical projects, programs, and services, and working with my team to provide guidance, assistance, coaching, and training where needed• Align with teams and leaders on objectives, strategies, and improvements that help us attain our goals• Scheduled meetings with stakeholders and led IT training presentations for up to 400 participants• Present business with cost estimations to drive project planning and coordinate meetings with cross-functional teams to discuss service improvements• Provide technical training for desktop engineers on standards, efficiency, and conflict resolution for best-in-class customer service• Led Disaster Recovery as primary contact for high severity incidents and other critical escalations• Escalated and coordinated with cyber security on incident response over multiple sites and globally during major incidents• Worked with Microsoft security engineers to develop the Privileged Access Workstations for cybersecurity • Engage with ServiceNow development team to share stories from testing and help with improvements• Coordinated with vendors to locate replacement parts and resolve advanced hardware problems• Applied advanced technical troubleshooting skills to diagnose problems with servers, network equipment, applications, software, desktops, VoIP equipment, mobile devices, printers and peripherals • Developed training that increased the productivity rate by using of participative methods inclusive of all learning styles and scheduled collaboration sessions• Created, monitored, and maintained technical documentation and SOPs• Worked with teams to discuss innovative ways to overcome problems with IT integrations stuck in development or unable to get past final testing• Manage tickets, metrics, and queues while monitoring SLA performance and KPI progress, creating improvements through analysis and efficiency where needed

Phoenix, Arizona Area

• Ensured team deliverables were accurate and delivered on time• Coordinated penetration tests on web applications and web services • Performed vulnerability assessments for cybersecurity on all SaaS, on premises web applications, Azure, and AWS to identify, quantify, and prioritize findings, and providing a clear path to remediation• Delivered daily analysis of changes and impact on CMDB migration• Defined and tracked KPIs, analyzed data, and presented progress reports to stakeholders• Presented ROI estimations to business leaders to drive planning• Developed diagrams that demonstrated logical operational steps• Provided the technical expertise necessary to resolve ITAM issues and move processes into sustainment, and providing audit readiness

Phoenix, Arizona Area

• Responsible for information system support for 3000+ customers and end-users covering three autonomous networks• Administered Active Directory domain services for end-users over multiple domains and forests and applied necessary group policies across the network • Responsible for daily incremental and full weekly windows server backup as well as offsite for disaster recovery• IT Systems repair, inventory, and deployment for large user environment. • Implemented Server 2008 and Windows 7 migration• Created documentation for application fixes, installation procedures, and application configurations. • Used remote tools such as DameWare, WebEx, and RDP to troubleshoot and resolve repair tickets throughout the US• Key in the implementation and migration of the ServiceNow ticketing system• Driving force in lowering ticket SLAs while maintaining high customer service scores• Worked with Network Engineering to migrate physical severs to virtual machines utilizing VMware and Windows Server platforms• Migrated from PBX phone systems to a Cisco VOIP with Avaya IP phones• Managed many successful projects through collaboration and team work with other IT groups, to accomplish important goals in short periods of time saving the company time, money and resources

• Supported 3000+ end-users in local, remote and onsite offices. • Procured documentation on all software installations and common issue resolutions. • Installed and maintained local and network printers• Migrated Legacy Software from across domains• Utilized remote tools to troubleshoot and resolve issues• Installed updates through Network Shares and SMS delivery packages• Salvaged parts from out of warranty systems to make them usable and decrease yearly budget spend• Migrated fixed company assets to asset management systems• Imaged Windows Based Systems using RIS, Ghost and WDS imaging servers• Detected, mitigated, and neutralized Virut/Sality virus threat from the network, containing the threat using tools and techniques researched• Performed Windows 7 migration on my site completing all necessary system upgrades and exceeding expectations

Greater San Diego Area