Tim Shannon Email & Phone Number

• Provided technical assistance to residential customers and small businesses in the Greater Boston Area.
• Assisted clients in upgrading to newer hardware and software, improving overall network architecture.
• Introduced innovative technologies to clients, such as cutting cable to enhance efficiency and realize cost savings.

Burlington, MA, US

• Served as department supervisor ensuring SLAs were met and metrics aligned with client expectations
• Reviewed and revised SOPs. Ensued they were adhered to at all times.
• Built in place upgrade as well as bare metal image for Windows 11 deployment project.
• Interfaced strongly with the IT Infrastructure team for more sensitive operations.
• Packaged software for deployment using Ivanti push based solution.
• Maintained support of Teams rooms by first line troubleshooting and coordinating with our vendor.

Noida, Uttar Pradesh, IN

• Provided technical support at GSK as a managed services position through HCLTech.
• Resolved IT issues promptly to ensure smooth operations at the client site.
• Collaborated with cross-functional teams to implement solutions for clients.
• Enhanced customer satisfaction through efficient problem-solving and communication.

Brentford, Middlesex, GB

• Served as the primary point of contact for user’s technological problems.
• Escalated items as necessary to L2 software specialists.
• Assumed duties of a one-person operation between two (at times four) locations in Cambridge
• Coordinated new user hardware requests, computer swaps and computer reclaims.
• Maintained and imaging an inventory of HP and Lenovo laptops.

Beverly, Massachusetts, US

• Managed IT services for Wingate Wealth Advisors through Infostream Technology in Beverly, MA.
• Implemented cybersecurity measures to protect client data and ensure compliance.
• Streamlined IT infrastructure and operational procedures.

Lexington, MA, US

• Managed Active Directory environment using Windows Server 2019 and Azure
• Oversaw account creation, group policy, and print management.
• Implemented Microsoft Teams in the Microsoft 365 Computing Environment.
• Provided white glove service to Investment strategists and technical advice to the Compliance Officer.

Cambridge, MA, US

• Performed hardware and software refreshes in a diverse environment supporting both PC and Mac.
• Adhered to carefully planned procedures with regards to migrating user data and accounts.
• Installed and configured non-standard software that was necessary for the computing environment.
• Provided deskside assistance for complex computing issues which would arise in the user environment.

• Assist staff and incoming students with items requiring desk side assistance.
• Diagnose and Resolve issues due to Office 365 Migrations.
• Diagnose and Resolve issues due to Windows 10 Upgrades.==This was a contract job with an end date of September 2017==

• Resolved client support requests related to issues with Windows 7 as well as permissions access at a server level.
• Provisioned user accounts and processed user terminations using Exchange On-Premises, Office 365, Google Apps, and Windows Server 2012.
• Created, tested and deployed Dell and Lenovo computer images using Acronis deployment solutions.
• Implemented Spiceworks monitoring software at several client sites to provide other Bay State IT technicians a better way to visualize the technology present the client location.

I became extremely ill and underwent a liver transplant at Massachusetts General Hospital.

• Resolved end-user technical support tickets in six locations supporting a mix of Windows 7 and XP
• Developed and deployed Windows 7 images using Altiris imaging and deployment console.
• Managed the operations of ten contractors in the deployment of approximately 200 complete end user systems in a time period of 4 days so Belmont's newest elementary school could open on time.
• Provided assistance and insight in the development of a 600 unit student/staff iPad pilot program.

Tlalnepantla, MX

• Provided end user support with minimal downtime in a busy sales environment.
• Purchased end-user Information Technology Products including PCs, Memory, and Peripherals.
• Served as the Chief point of contact with external vendors which included ADP and Shoretel.
• Provided support to Barry Communications in the installation of Shoretel phone system,

Ottawa, ON, CA

• Generated qualified leads for client webinars - mainly focused on electronics and software topics.
• Served as chief liaison between clients and internal production departments.
• Synchronized deliverable schedule on both sides to ensure on time delivery of a high quality product.
• Provided valuable feedback and insight to all parties regarding lead generation efforts.

• Hired and trained key personnel including our Marketing and Operations director.
• Planned and executed changes to our website to drive sales.
• Coordinated production duties between on-site staff and outsourced contractors.

• Conceptualized a digital line of a previously paper-only production of the monthly newsletter
• Ensured all systems were up to date and functioning at all times
• Assisted the CEO with remote access so he could work remotely from his home in Florida

• Ensured all online and offline marketing efforts were completed on time and within budget
• Followed up with dissatisfied customers and retained their business by providing superior customer service
• Worked closely with the CEO to develop marketing initiatives to drive business.

Bachelor Of Science (Bs), Computer Science

High School Diploma, Ap Computer Programming C++ And Java