Timothy W.

Experience

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  Convergys / SBC DSL

  Jan 2001 - Oct 2003

  Help Desk Support / Lab Administrator

  Responsible for ensuring smooth operation of the lab network's 10 PCs (hardware & software). Fielded 36 states' help desk questions. Uses Vantive Software for documentation.Lab Administrator for Call Center (Modis Peak call tracking software). Handled operating system issues, TCP/IP, installs, upgrades and troubleshooting. Handled all technical support questions from pre-install to post-install for customers. Provided technical support back-up for the Agents and Floor Runners by assisting with technical support calls beyond their expertise. Proficient in Microsoft Operating systems from Windows versions 3.1 to the latest release of Windows 2003 server family, and provided technical support of same. Provided fast and efficient Computer Support / Customer Support via telephone, averaging 50 calls per shift, with a 75% success rate. Act as a transitional trainer to the Help Desk agents coming out of the training process. This allowed new Help Desk support to gain the confidence needed to perform Support Technician responsibilities.Performed as Service Level Manager (SLM) to mentor and help other Help Desk personnel troubleshoot and resolve issues. Supported: Windows environment, Internet 300 (PPPoE), Macromedia products (Flash), Proprietary software (Connection Manager and IPN Site Monitor), DSL Connections to hardware & software, MS Outlook Show less

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  Geeks To Call LLC

  Jun 2004 - Sept 2016

  Owner / Lead technician

  Onsite Contracted Computer Service, ( I contract to several companies across the US.) Provided computer support for hardware and software, including software installations / de-installations, troubleshooting, builds, and back-ups. Provided technical support for Data Recovery and Software assistance, including Ontrack Systems Data Recovery software Performed Computer upgrades and sales. Supported Small to Large Networks (LAN / WAN). Custom Built Computers per client specifications. Responsible for Retail/Wholesale distribution of computer parts. Show less

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  Teen Challenge

  Aug 2004 - Jun 2005

  Network Administrator / Administrator Asst

  Asset current network and diagnosed the problems. Rebuilt network with new and current hardware. Troubleshot the 10 Pc on the network and upgraded as necessary. Built Workgroups and Domains, Shared Printers and Fax on the network. Setup Monthly Plan of action for Business to follow

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  NCR Corporation

  Sept 2016 - Dec 2022

  • On Site Lab technician for Financial Institutions.• Works with Banks DEV \ Network and QA teams to provide a smooth transition in the software migration.• Troubleshoot and test new software for ITM\ ATM units in a bank environment. • QA testing of newly deployed software. • Defect management for all bugs found while in the QA testing. • Escalate to engineering \ DEV teams as needed for defect resolutions.• Travels to Customer locations to install (Bring Live) new software stack on banks ITM\ATM Units• Provide a brief Summary \ Training of the changes from the traditional ATM software • Ability to manage multiple tasks, work in a team environment, understand and be responsive to project and customer needs• Knowledge of implementation/consulting, customer service and vendor practices.• Knowledge of software development methodologies and implementation/testing techniques appropriate to Windows, Legacy and/or client server applications• Ability to adapt and function effectively in a fast-paced, changing environment, while working under deadlines• Strong communication and interpersonal skills Show less • Mobile technician for NCR Corp, works from a home base as a virtual service tech.• Performs Service and repairs for Retail and Financial Big Box stores. Walmart, Bank of America, Regions Banks• Provides the physical layer of support for Corp HD’s to analyzes and resolve issues with systems in the field. To replace parts for damaged units as well. • Maintains a Company Vehicle with a large inventory of parts. Required to order and pick replacements used in inventory from a local FEDEX hub on a daily basis.• Use of mobile technology to receive calls for service and to document call tracking with status, parts and resolution.• On call for 2 weeks 24/7 day out of a 5-week rotation. • Required to go to Atlanta Ga. For training for new equipment and procedures.• Must maintain security clearance with all banks for after hour access to service ATM Cisco certified (CCENT) Routing and switching. Show less

  • Professional Services Consultant II

    Jan 2020 - Dec 2022

  • Customer Engineer II

    Sept 2016 - Jan 2020
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  Select Medical

  Dec 2022 - now

  Systems Support Analyst

  • Responsible for 3 Cleveland Clinic Rehabs in the Cleveland Area Beachwood 5665, Avon 5662 and Regency East 4588• Maintain the internal network structure and all connected devices within the Hospital. • Field the Service Now Queue for my hospitals as well as the other 5 Cleveland Area Hospitals that are maintained by the 2 other individuals on our Cleveland Team.• Keep up on Assets within the hospital and make sure they are functioning as expected. • When needed communicate with other Select Medical groups to resolve or escalate the issue to ensure a positive outcome and to adhere to SLA requirements.• Track assets as they are being shipped in and out for replacements.• Complete projects as they arise within the hospital, recording device information, tracking and serial numbers. Sending this equipment back to Asset Management in a timely and efficient manner.• Ability to adapt and function effectively in a fast-paced, changing environment, while working under deadlines• Strong communication and interpersonal skills• On a monthly basis I am involved in the New Employee Orientation, Leadership Meeting and Clinic Huddles. Informing them of any new and up incoming projects or concerns. Show less