Timothy Imlay Email & Phone Number

Boise, Id, Us

Legacy support & IT professional responsible for a variety of changing job functions to assist the needs of a quickly growing company, including: pre/post-sales support engineering, customer relationship management, new employee interviews/onboarding/training, certification program development, API/SDK specialist, documentation, dedicated customer engineer, and leadership functions.

Responsible for recommending and completing sales orders for telecommunications solutions including ATM, DSL broadband, video-on-demand, and mobile broadband services to business customers. Metrics consistently ranked among top employees.

Performed system engineering tasks for local healthcare business including hardware installation, WAN configuration, VPN administration, mail & website administration

Primary support engineer for critical government accounts including Department of Labor, Department of Veterans Affairs, and US Coast Guard. Interviewed, trained, and managed a team of 30+ support employees enabling the company to in-source support functions two months ahead of schedule. Created quality assurance and call history reports used for corporate reporting and to manage call center queue staffing levels. Performed hardware and software lab testing to confirm compatibility status for regression and escalation engineering purposes.

Responsible for total network monitoring and maintenance communication for a carrier-class telecommunications company via Cisco environment. Supported business customers concerning installation, connectivity, and understanding of supported technology and products. Provided beta-testing, documentation and peer training for internal and external products.

Responsible for monitoring & troubleshooting mission-critical computer processes, print jobs, magnetic tape backups, payroll processing, and a network consisting of modern and legacy systems including Windows NT 4.0, Windows 2000, Linux, and VAX/VMS. Provided on-call computer and terminal services support for remote employees.