Timothy Wood Email and Phone Number

• Built the entire network infrastructure for the new call center and responsible for all IT-related work.• Utilized CRMs, ticketing, and collaborating applications such as Zendesk, ConnectWise, Jira, and Slack to manage tickets, SLAs, CSATs, and different projects I was in charge of.• Created a custom Windows 10 ISO consisting of all the vital programs that agents needed, drastically reducing the new-hire onboarding process and computer setup time.• Ordered all parts, designed and built the network, pulled cables, made connections, and built custom computers for over 200 employees.• Installed and configured IP cameras and VoIP phones, wireless access points, and an access control system for the entry door.• Administered employee credentials for the access control system, and time entries for payroll purposes.

• Maintained all of Rockwall Independent School District's multi-function printers and remained on-call as their service technician.• Hands-on experience fixing Konica Minolta, Sharp, and Kyocera multi- function printers.• Set up scan to email / folder options and static IP addresses for customers when requested.• Replaced maintenance kit items, rollers, paper feed units, transfer belts, finishers, conveying doors, hard drives, main boards, etc. All firmware was kept up to date as well.• Maintained an accurate inventory, good customer relations, and filled out all paperwork on a daily basis.

• Utilized company CRM and softphone to meet employer expectations in regard to call times and efficiency.• Remotely troubleshoot Centurylink DSL(PPPOE and DHCP) and PRISM IPTV systems.• Remotely troubleshoot all Windows/MAC Operating systems for Internet/ Email/Security problems. • Remotely set up/configured and updated the firmware on modems/wireless routers for customers.

• Installed IPTV, single/bonded pair DSL, and POTS/VoIP in customers' homes and businesses.• Completed invoices, billed customers, and followed up with customers for 30 days.• Received 10 Premise Technician required certifications upon training completion.• Went above expectations and achieved "5 Star" (Best in Class) for 5 months consecutively.

• Installed radios, remote start alarm systems, flip-down screens, backup cameras, blue tooth systems, speakers/sub woofers and GPS/navigation systems. • Opened and closed shop, scheduled/rescheduled customer appointments and kept a clean workspace