Timothy Horton Email & Phone Number

San Francisco Bay Area

Reporting to the VP of Customer Success, responsible for developing frameworks and processes to improve cross-functional efforts across global business, product, and engineering teams. Create and manage the roadmap for internal systems improvements, external enablement initiatives, and toolsets for the Customer Success org.

Portland, Oregon, United States

Work cross-functionally to develop and scale a $15M Managed Services delivery model for enterprise SaaS security platform. Collaborate with key stakeholders to innovate processes to deliver operational excellence and customer satisfaction. Generate and define KPIs to measure outcomes and success criteria of service delivery. Grow revenue streams through.

Smyrna

Launched a new service department of field engineers in 3 cities; delivered strategic oversight of projects and operations for 100+ and $10M in Managed Services. Served as liaison and interconnected field engineers with internal leaders and corporate objectives/metrics. Managed hardware project deliverables with rigorous deadlines and under budget.

Smyrna

Provided thought leadership to a team of support specialists tasked with resolving client IT issues. Allocated quality resources and ensured technicians used proper toolsets aligned with client expectations. Prioritized and delegated workflows based on urgency; assisted with regional office staffing/talent acquisition, data analysis, and results reporting.

Smyrna

Managed a network of 30 clients including communication and creative problem-solving. Served as escalation POC for unresolved Tier 1 Helpdesk issues; rapidly overcame obstacles and improved the end-user experience. Led lifecycle client systems projects as Project Engineer.

Roswell, GA

Sustained functionality of client system spanning 200+ users across 10 campuses. Proactively mitigated issues while concurrently resolving specific IT service desk issues; led end-to-end technology projects focused on IT system evolution and continuous improvement. Administered end-user hardware administration, as well as, cultivated and enriched vendor.

Atlanta, GA

Led operations and workflows for a sizable call center team of 40 Analysts; administered call flow and volume metrics and KPIs. Developed and executed policies, procedures, and technical documentation, creating SOPs and associated departmental knowledge base (KB).

Sandy Springs, GA

Remotely managed networks for over 10K+ locations of varying scalability with strong understanding of IEEE 802.11 and 802.3 protocols. Audited and maintained network integrity and documentation; Emergency response onsite tech for enterprise clients.

• End-user computer support including hardware installation, data recovery, service, and repair.
• Utilize industry leading software for virus removal and security protection.
• Configure and troubleshoot Microsoft Office Suite, Antivirus and Security software, Windows and Mac OS, home networking.

Bachelor Of Arts (Ba), Spanish Language And Literature, 3.8

Associate Of Arts (Aa), Creative Writing, 3.8