Tim O. Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

• Leads 3 service teams
• Coaches 23 technical staf varying in skill, from entry level to senior NetworkArchitects, across multiple regions and states. Increased staff member retention.
• Increased client retention and achieved a client satisfaction score of 99.1% (2023)
• Leads and participates in technical calls pertaining to client service issues. Directstechnical staff on next steps and ensures consistent client communication.Highest escalation point for al client… Show more
• Leads and participates in technical calls pertaining to client service issues. Directstechnical staff on next steps and ensures consistent client communication.Highest escalation point for al client technical service.
• Communicates promptly, clearly and effectively to all stakeholders with varyingdegrees of technical acumen. Show less

• Led a team of 15, consisting of Project Delivery Consultants, Project Coordinators,and Managers.
• Responsible for delivering numerous technically complex and challengingprojects while maintaining a high level of client satisfaction
• Improved fixed fee project budget variance
• Identified gaps and implemented numerous core process changes to improveclient experience, communication, and speed of completion of projects.
• Collaborated with other leaders to identify and… Show more
• Collaborated with other leaders to identify and remediate issues across the entireorganization. Show less

• Led and developed a team of 7 consultants ranging from entry-level to advanced
• Streamlined proactive visit process which resulted in improved client satisfactionand reduced redundant travel between client locations.
• Designed and implemented KPis to measure success of team members and toidentify areas for improvement and coaching.
• Improved support of the company's largest and most complex client, consistentlyobtaining positive feedback from end users as well as the… Show more
• Improved support of the company's largest and most complex client, consistentlyobtaining positive feedback from end users as well as the client's leadership team. Show less

• Point of escalation for all technical issues, with a primary responsibility to bephysically onsite with client to resolve issues.
• Maintained all IT needs of clients, including firewalls, switches, phones, wireless,endpoints, and servers.
• Obtained and/or created all documentation to support client's technical requests
• Formulated recommendations to clients based on business needs and under-standing of client's goals and objectives.

Raleigh-Durham, North Carolina Area

• Creates and maintains various Powershell, VB, and batchscripts to automate a wide array of different processes
• Implemented and maintains windows server infrastructureincluding AD/DNS, DHCP, GPO, Radius, LDAP and WSUS
• Manages a GCP and AWS EC2 platform including loadbalancing, VPC, EBS, security groups
• Configured and maintains corporate VPN network
• Designed and supports DFS file storage array for internalnetwork shares
• Provides imaging and patching… Show more

Remote Location

• Supervised, trained, and mentored 9 remote employees toprovide best-in-class support for over 4000 employees/4500 workstations, in 47 locations across 15 states
• Designed performance dashboard to foster transparentperformance management and continuous performancemeasures. This dashboard was integral to reducing priority 1and 2 incidents by 74%, as well as increasing the.
• … Show more
• Cultivated culture of excellent customer service Show less

• Designed an enterprise-wide IT Incident ManagementProcess, and all policy and procedure for support teams toelevate quality and reduce time spent on troubleshooting.This new process reduced average days to first.
• Created and implemented a support schedule to ensureconstant coverage to meet needs of the business, reducingthe call abandonment rate from 71% to… Show more
• Created and implemented a support schedule to ensureconstant coverage to meet needs of the business, reducingthe call abandonment rate from 71% to less than 1%
• Supervised the second tier desktop support team, includinghiring, training, mentoring, and performance management Show less

Irvine, CA

• Built and maintained Windows image for four differenthardware models, creating a standard template to increaseload times and reduce failures by 85%
• Began developing basic Powershell scripting to automaterepetitive processes
• Provided telephony setup and support

Orcutt, CA

• Key Holder - responsible for opening/closing duties
• Supervised inventory counts and ensured adequate stockinglevels
• Prepared cash for registers and bank deposits

Santa Maria, CA

• Managed repairs while maintaining client relationships
• Responsible for shipping, receiving and installation ofreplacement hardware
• Designated as a peer leader; coaching new employees/heldteammates accountable for rules and protocol

A.S. Networking Electronics, Electonrics, Networking

Activities and Societies: English Tutor - All levels including and under English 103

Education record