Timothy Munn

Experience

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  Douglas Irving Convenience

  May 2008 - Feb 2011

  Cashier/Pump Attendant

  • Responsible for opening and closing of store • Perform maintenance duties • Responsible for finances during shift • Calculated daily sales • Responsible for fuelling up customers vehicles • Keeping a customer-friendly and clean environment

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  Sirius Solutions

  Mar 2011 - Apr 2011

  IT Support (8 Week Term)

  • Diagnosed and repaired computer issues • Performed preventative maintenance on clients computers • Installation of new hardware and software • Setting up user accounts and email • Verified server backups • Performed work both on site and at office

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  ATELKA

  Oct 2011 - Jul 2012

  Customer Support Representative

  • Provided 1st level Technical Support for Fido.• Provided Customer Support for Fido Customers

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  Computers for Schools

  Jul 2012 - Nov 2012

  Computer Repair Technician

  • Troubleshooting of various brands of computers.• Repairing and Restoring PC’s and Laptops. • Testing and Sorting donated electronic devices.

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  Innovatia

  Nov 2012 - Oct 2022

  • Providing subject matter expertise to junior and intermediate level resources on the support team.• Responsible for coaching and mentoring members of the team to improve their performance.• Responsible to inspect process adherence and call out any non-conformances.• Assisting Manager with identifying areas of improvement and carrying out procedures to develop team.• Responsible to ensure product training curriculum is up to date and accurate.• Responsible for being up to date on new releases of the software in order to then teach it to the rest of the team. Show less • Managing the Avaya SAL and AES Support Teams within Innovatia• Providing consistent oversight on service tickets progress to ensure customer timelines and expectations are managed.• Being the primary escalation point for support staff regarding issues, coordinating across multiple teams to ensure issue resolution is completed in a timely manner.• Responsible for mentoring members of the teams to improve their performance and to ensure that key performance indicators are met.• Utilizing reporting on a daily basis to monitor progress on each team members performance and identifying areas that need improvement proactively.• Responsible for the evaluating the capabilities of each team member and scheduling the members hours so that the best coverage is offered to the customers at all times. Show less • Leading the Avaya SAL Backbone Support Team within Innovatia• Responsible for distribution of service requests across team members in a manner that optimizes the teams production.• Providing support to team members when assistance is required to resolve cases.• Responsible for coaching and mentoring members of the team to improve their performance and to ensure that key performance indicators are met.• Being the primary point of contact between team members and management.• Being the first person to learn the new releases of the software in order to then teach it to the rest of the team.• Responsible for the evaluating the capabilities of each team member and scheduling the members hours so that the best coverage is offered to the customers at all times. Show less • Perform work in the capacity of a SAL Backbone-Engineer for Avaya.• Provide remote Tier 3 support for Avaya Secure Access Link (SAL) Gateways and Avaya Diagnostic Servers (ADS), including troubleshooting, configuration and implementation of new and existing SAL and ADS installations.• Routinely perform remote maintenance via the SAL Web Interface and Linux command line interface on customer equipment• Provide remote support for Avaya Policy Server installations.• Work to isolate customer network issues that prevent proper communication between the customer’s SAL server, the customer’s SAL supported managed elements and the Avaya remote access concentrator, general access (SAS) and alarm core servers.• Work with other members of the team to increase our effectiveness.• Work in a support role assisting in the training of new team members. Show less

  • Principal Support Specialist

    May 2021 - Oct 2022

  • Interim Technical Services Manager

    Apr 2022 - Jul 2022

  • TSS POD Lead

    Oct 2016 - May 2021

  • Technical Support Specialist

    Nov 2012 - Oct 2016
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  StorMagic

  Oct 2022 - now

  Technical Support Engineer

  • Providing remote troubleshooting and configuration support for StorMagic's SvSAN and SvKMS solutions.• Assisting with deployment and implementation of SvSAN and SvKMS solutions.• Working with clients to review VMware and Hyper-V configuration and the impact on SvSAN.• Continuous upskilling in VMWare, Hyper-V and KVM based virtualization.