Timothy Mahoney Email & Phone Number

Plano, Texas, US

Monitor application and database systems and infrastructure for performance and up-time.Perform installation, configuration and maintenance of Windows Servers and applications in a completely virtualized infrastructure.Perform monthly patching of Windows in a mixed environment (private cloud and AWS) in excess of 12000+ virtual servers.Provide.

Plano, Texas, US

Monitor application and database systems and infrastructure for performance and up-time.Perform installation, configuration and maintenance of Windows Servers and applications in a completely virtualized infrastructure.Perform monthly patching of Windows in a mixed environment (private cloud and AWS) in excess of 12000+ virtual servers.Provide.

Temple, TX, US

• Supporting multiple clients via remote management technology (ScreenConnect, VNC, RDP, Web UI, iLO, iDRAC) including legal practices and engineering firms, as well as other professional environments
• Supporting over 3000 users at over 90 different clients
• Working directly with users on escalated issues to resolve them quickly with as little interruption as possible
• Worked to improve workflow, understand job functions, and provide effective improvements
• Identify, research, resolve, and document issues with operating systems, Microsoft Office 2016/365, and any other software packages in production
• Providing support of a wide range of workstations (Dell/HP/Lenovo and others), Servers (Dell, Cisco, and HP), and operating systems (Windows 7/8/10 | Server 2008R2/2012/2016)

Dallas, Texas, US

• Supported 300+ users at 11 locations
• Resolving escalated issues through helpdesk ticketing system
• Mentoring lower tier support staff
• Working directly with users on escalated issues to resolve them quickly with as little interruption to them as possible
• Work with users to improve workflow, and provide effective improvements
• Identify, research, resolve, and document issues with operation systems, Microsoft Office 2016 / 365, as well as any other software packages in production

Zug, CH

• Supported approximately 800 users in both the corporate headquarters and working remotely
• Provided “one-stop” technical, operations, and/or training support
• Managed support requests via multiple paths including phone, email, and SMS
• Managed Helpdesk tickets via Remedy ticketing system
• Supported a Windows 7 environment, as well as a sales force utilizing iOS devices managed via Cisco AirWatch MDM.
• Maintained Active Directory User and Computer accounts.

Bethesda, MD, US

• Supported 18,000+ users on-site plus remote support of users on special duty assignments both overseas and afloat US Navy Ships
• Frequent interface and progress updates with end users and customers in assigned JSF classified areas
• Developed and supported team processes and policies
• Application packaging and deployment via SCCM, MDS, and scripting
• Successfully participated with other team members on joint projects and performed cross functional tasks, determining priority, and saw tasks to completion with follow up
• Provided Tier 2 Operating system support, COTS application support, network connectivity support and all associated troubleshooting.

Dallas, Texas, US

• Provide Deskside Support for staff in the Dallas office (300+ users)
• Provide coaching support to Deskside Support for other offices
• Travel to other offices as needed for on-site work
• Maintenance of Active Directory User and Computer accounts
• Provide support for Windows XP, with an MS Office 2007 suite, and later, a Windows 7 environment, with an MS Office 2010 suite
• Provide support for Apple Mac OX computers as well as as IOS devices

Dallas, TX, US

• Provide First Point of Contact for both the legal and support staff
• Basic Maintenance of Active Directory accounts in AD 2003 schema
• Provide support for Windows XP environment, with an MS Office 2002/2003 suite
• Provide support for Apple Mac OX computers as well as as IOS devices
• Support Legal-specific applications, such aso iManage Document Management Systemo DocXchange Document Conversion Systemo AccuRoute Electronic Document Submission
• Provide maintenance on HP Networked Printer Scannerso Maintenance Kit Installationo Software maintenance, including Server Print Spooler maintenance

Dallas, Texas, US

• Provide First Point of Contact for the majority of AHA/ASA staff, both in the National Center and for Affiliate offices.
• Processed Password resets for multiple systems, including Avaya voicemail and Active Directory.
• Supported Association specific software and hardware, including but not limited to Microsoft Office Suite applications, Exchange Server, data retrieval, Dell desktops and portables, scanners, laser printers, network.
• Dell Certified in Optiplex desktops, Dimension Desktops, Latitude and Inspiron portables.
• Guided users on proper procedures and policies for multiple systems within the AHA.
• Attended Continuing Education training within the AHA to further my skills and improve my ability to help customers.

• Handled and directed incoming phone calls, emailed support requests, and other forms of communication from internal customers.
• Provided support via Remote Desktop Connection and Terminal Services, as well as verbal walk-through.
• Managed user network and email accounts in an AD2003 schema with Exchange 5.5.
• Maintained high availability of support resources.
• Handled development and testing of Office 2003 deployment packages.
• Reimaged machines Utilizing Ghost software package.

• Planned and built Technology Infrastructure of 4CNet’s Call Center System
• Administered Internet Presence and internal network, including Cisco Routers, Firewalls, VPN systems, Managed Switches, servers for web, email, FTP, DNS hosting.
• Integrated Remote maintenance technologies to allow off-site repair of 90% of all software issues.
• Managed storage and archiving of call recordings, including batch conversion to MP3, burning to CD/DVD, or placing in tape backup queue.
• Manage users in an Active Directory 2000 and AD 2003 environment.
• Provide liaison between my company and voice/data vendors.

• Oversaw support of 350+ seat outbound call center, plus all associated network infrastructure.
• Directed day-to-day operations of helpdesk technicians in repairing and maintaining systems.
• Managed storage and archiving of call recordings, including batch conversion to MP3, burning to CD, or placing in tape backup queue.
• Managed helpdesk ticket system.
• Cleared backlog of tickets.
• Established clear and concise policy and procedures for helpdesk submissions.

Supported Cognet version 4 software in Windows NT 3.5 and 4.0 environments.

Support Services Technician

Inbound Customer Support Representative for InternetMCI

Lead Systems Analyst

Bachelors Of Schience - Information Technology, Computer Systems Networking And Telecommunications

Education record

Hs Diploma, College Prep