Timothy Crouch Email & Phone Number

Syracuse, New York, US

Syracuse, New York, US

Oakbrook Terrace, Illinois, US

• Managing teams comprising of Managers, Solution Architects and Technical Consultants, across various Enterprise Technologies, and streamlining engagement delivery with consistent high quality standards and best.
• Perform Program Management of engagements and technology alignment across client industries. Utilizing repeatable and sound implementation methodologies, perform analysis of organization processes and departmental.
• Continuous improvement of people, process, and technology to ensure resources are achieving their maximum potential both internally and client-facing.

• Oversee and ensure customer satisfaction throughout managed service client organizations with service delivery, implemented technology solutions, and process improvements.
• Perform ITSM and business process analysis
• Continual Service Improvement initiatives
• KPI, SLA, and Critical Success Factor metrics and reporting
• Program Management between Inergex Executive Management and managed service client organizations
• Business requirement and technology alignment

Oakbrook Terrace, Illinois, US

• Oversee and ensure customer satisfaction through service delivery, implemented solutions, and process improvements.
• Perform ITSM and business process analysis, requirements analysis, process workshops and product demos
• Design, implement, and manage enterprise process solutions leading business industries
• Business Analyst Team Lead providing process guidance, recommendations, and technical writing solutions
• Program Management between Column Executive Team and client organizations
• Design and implement successful business solutions within BMC Remedy products

• Manage state-wide service desk
• Analysis and improvement implementations of IT Service Management processes and technology designs
• Successfully increased First Call Resolution from 12% to 60% through 5 month training and process implementations
• Responsible for technical writing of controlled documents, process and procedure, and training documentation
• Perform project management of agency service desk projects

• Analysis and process improvement implementations of manual service desk delivery for agency employees
• Implement technology to record and manage service desk operations and service delivery (Frontrange HEAT)
• Lead Programmer Analyst over agency service desk staff and Lead Trainer for agency end-user training.
• Analysis and process improvement around network systems infrastructure and IT change management processes; parallel endeavor with Netware to Microsoft Active Directory migration
• Assume hybrid role to assist Network Team with windows server and Cisco infrastructure implementations.

Columbus, Ohio, US

• Perform IT configuration management and analysis to standardize hardware and authorized software
• Lead Service Desk team performing hardware and software support, deployments, and authorized repairs for internal employees and external stores.
• Assist Network Infrastructure team with technology implementations, support, and maintenance
• Primary training facilitator for internal employees around IT Services, workstations, and authorized applications.
• Perform technical writing of policy, procedures, training documentation, and internal technical bulletins.