Tim O. Email & Phone Number

Cary, Nc, Us

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 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 technical service needs.• 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 • 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 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 • 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 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 • 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 support for 4500workstations• Manages an environment consisting of over 150 servers inmultiple platforms (physical, virtual, and AWS) Show less

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 closuretime for priority 1 and 2 tickets from over 6 days to less than4 hours•… Show more • 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 closuretime for priority 1 and 2 tickets from over 6 days to less than4 hours• 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 responsefrom over 3 to less than 1 business day, and reduced theaverage days to close a ticket by 50%• Created and implemented a support schedule to ensureconstant coverage to meet needs of the business, reducingthe call abandonment rate from 71% to… Show more • 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 responsefrom over 3 to less than 1 business day, and reduced theaverage days to close a ticket by 50%• 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