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 configuration support, administration, and tuning of environments for hosted software application products.Maintain a written general knowledgebase of all issues and their resolutions.Provide technical support for internal support departments and hosted customers as assigned.

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 configuration support, administration, and tuning of environments for hosted software application products.Maintain a written general knowledgebase of all issues and their resolutions.Provide technical support for internal support departments and hosted customers as assigned.

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)• Administration of Virtual environments, including Hyper-V and VMWare ESXi• Supported VDI environments built on Windows Hyper-V• Support of document management systems, including but not limited to Worldox and ProjectWise• Supported both Physical and virtual server environments (mainly HP and Dell servers running Windows Server 2008R2/2012/2016 or VMWare ESXi) both in on-site locations and Co-located environments

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• Built, maintained, and deployed images for workstations utilizing Microsoft WinPE and Dell KACE• Managed Patch deployment via Dell KACE• Application packaging and deployment via SCCM, MDS, and scripting• Administration of Virtual environments, including Microsoft Hyper-V, VMware ESXi, vSphere/vCenter, and VMware Site Recovery Manager• Managed VDI infrastructure targeted for legacy applications not compatible with Windows 7 (Hosted on VMWare ESXi)• Administered Microsoft Lync 2013/Skype 2015 servers and users• Administered dual EMC VNX 5600 Enterprise Storage systems• Administered dual EMC Avamar Backup System ensuring daily backups, snapshots, monitoring backup integrity, and performing file restorations• Administered dual EMC Data Domain DD2500 Deduplication systems for Avamar backup systems• Installation and configuration of EMC Data Domain ES30 expansion shelves• Maintained AD accounts and Group Policy Objects• DNS and DHCP administration• Worked with Vendor on complete building re-wire for the Dallas Office, including planning the deployment as well as for projected future growth• Worked directly on wiring infrastructure to localize and remediate connectivity issues for users, servers, and other endpoints• Administered Meraki network infrastructure, including configuration and deployment of switches, teleworker gateways, Wireless access points, and firewalls• Performed switch replacements as needed in production environment

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.• Scripted Active Directory and other administrative tasks and processes using VBScript and HTAs.

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.• Provided junior level server support to classified Windows Server 2008R2 and 2012 systems within assigned areas in coordination with other server admins.• Patched Windows 7/Windows 10/Applications in accordance with agreed upon process to maintain proper security posture/Remediation of security vulnerabilities.• Applied Department of Defense STIG configurations to classified computing resources following approved JSIG or other approved security frameworks.

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• Support Legal-specific applications, such as iManage Document Management System• Provide first-level support for printer fleet, as well as day-to-day operations liaison with the printer vendor• Write and review Policies and Standard Operating Procedures• Maintaining and updating procedures to reflect changes in the technology environment• Major involvement in projects include complete printer fleet replacement (Fall 2012), Windows 7/Office 2010 rollout (Fall 2012), Desktop scanner rollout (Fall 2012). Secondary involvement in Cisco IP Phone System rollout (Winter/Spring 2012)

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• Guide users to correct support options for document production• Write and review Policies and Standard Operating Procedures• Manage the day-to-day operations of the refresh team during refreshes• Maintaining and updating procedures to reflect changes in the technology environment

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 and internet connections, and VPN connectivity.• 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.• Wrote guidelines on many subjects, both for end-users and peers.• Participated in Peer Support, both giving suggestions and feedback, as well as asking for and accepting such assistance.AWARD: SPOT Award December 2008

• 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.• Maintained up-to-date images for default machine/software configurations, ensuring updated software and security patches.

• 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.• Provided Technical Liaison with clients to ensure smooth Technology integration.

• 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.• Manage users in an NT4/exchange 5.5 environment.• Commenced planning for deployment of Active Directory.• Maintain client machine images using Ghost Corporate Edition, and Ghostcast server.• Create new packages and Images as needed to for deployment of new software.• Developed plan for replacement of floor systems at end of their projected lifespan.• Managed telephony switch systems, based on Interactive Intelligence's Interaction Center v1.3, 2.1, and 2.2.• Provide liaison between my company and voice/data vendors.

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