Christopher Tilley

Experience

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  King Kullen

  Nov 2005 - Feb 2007

  Concierge

  Greeted employees and guests, announced guests to buyers for their appointments. Greeted board members for monthly board meetings.

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  Eastern Sales & Marketing

  Feb 2007 - Oct 2010

  Water Sales Specialist

  Responsible for maintenance of aisle sets. Gained extra display space through incremental sales. Reset aisles to new planogram during market blitzes.

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  Lincoln Computer Services

  Nov 2010 - Jul 2012

  NOC Engineer

  Responsible for inventory and remediation of all client hardware. Dispatched to client sites as needed.Lead Xerox PagePack technician.

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  W. P. Carey Inc.

  Jul 2012 - Sept 2013

  Systems Analyst

  Provide day-to-day support of approximately 200 users in 5 countries. Provided Level 1 and Level 2 support of Windows 7, Office 2010, TM1, Salesforce, Mobile Iron. Resolved all customer issues when able, escalating to Infrastructure team when necessary.

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  Cline Davis & Mann

  Oct 2013 - Dec 2013

  IT Support Specialist

  · Provide day-to-day support of 750 users across 8 countries. · Assigned to CDMNY and Entrée Health, supporting other Omnicom agencies as needed· Supported users on both Windows 7 and MacOS as well as Microsoft Office and Adobe Creative Suite.· Provided level 2 help desk support resolving customer service requests or escalating when necessary.

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  Consolidated Data Services

  Jan 2014 - Jun 2014

  IT Support Specialist - Agency Technology Services

  Provide day-to-day support of approximately 750 users across 8 countries. Supported users on both Windows 7 and Mac OSX as well as Microsoft Office and Adobe Creative Suite. Provided level 2 help desk support resolving customer service requests or escalating when necessary.

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  FOJP Service Corporation

  Jun 2014 - Jun 2016

  IT Support Analyst

  · Provided day-to-day support of VMWare View environment. · Worked with Systems Administrator to troubleshoot and maintain Exchange, File Server, and network health· Supported all users on Windows 7, Office 2010, Adobe Acrobat 11. · Fielded all support requests from users and resolve or route to appropriate groups for resolution.· Created and updated IT department documentation ensuring ServiceNow had latest version of documentation uploaded· Determined areas of improvement in environment and research and present applicable software to improve employee workflows.· Created and maintained documentation for all department processes in ServiceNow knowledgebase· Nominated for employee of the year all years employed at FOJP by coworkers Show less

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  The NPD Group

  Jun 2016 - Jun 2019

  Enterprise Support

  · First point of contact for 2000 internal end users across 15 countries as well as external clients providing 1st and 2nd level support for desktop applications and hardware escalating to appropriate teams when needed; following up on all incidents to ensure adherence to SLA · Support all internal proprietary software, including DecisionKey, and traditional corporate applications· Coordinate entire IT onboarding process for new hires including creation of Active Directory, Exchange, VoIP accounts; also ensuring timely creation of hardware including delivery to remote offices in time for start date· Manage inventory process including asset tagging new PCs, printer, monitors, and other accessories; order new hardware as needed; evaluate vendors for procurement process; request quotes from multiple vendors on software and hardware for all purchases · Provide “white glove” service to employees including support for large meetings ensuring timely kick off and satisfactory performance of A/V equipment, sitting with users and ensuring they are completely comfortable with all desktop applications, scheduling time with technicians as needed to ensure satisfaction· Determine need for employee upgrades; configure new hardware by imaging with latest build of Windows and install all required software, transfer user data and deploy new PC· Liaise with all remote office managers to improve efficiency including determining need for upgrades and on-site visits, arrange travel for on-site tech visit· Determined need for new remote support software and led initiative to evaluate current market and implement new tool to increase help desk efficiency.· Led initiative to increase employee efficiency by upgrading hard disk drives to solid state drives, improving employee effectiveness 30 percent· Determined need for central repository of documentation; led initiative to evaluate current knowledgebase options and began building out internal Wiki Show less

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  Cerberus Capital Management

  Jun 2019 - May 2020

  Help Desk Engineer

  · Provided day-to-day support for approximately 1000 end users across 12 countries providing level 1, 2, and 3 support for desktop applications and hardware in VMware Horizon View environment, serving as an escalation point for other members of the help desk before involving Infrastructure Engineers· Serve as team lead providing feedback to other team members and serving as a contact point for policy questions when manager is unavailable· Onboard new hires by creating Active Directory and Exchange accounts, provision all requested access and virtual desktop; provide orientation on start day for all new hires· Troubleshoot Exchange 2016 and Windows Server 2012 issues, involving Systems Engineers as needed· Create, maintain, and disseminate all documentation for global infrastructure team· Created and implemented improved account creation procedure, creating user templates by department to ensure new users have permissions appropriate to their position· Worked with Systems Engineers to transition from Group Policy to Intune policy for Windows 10 deployment· Created and maintained virtual machine template images for deployment of new PCs including Windows 10 image for transition from Windows 7· Represented Help Desk as stakeholder in new IT Service Management tool implementation, managing third-party integrator building Dynamics 365 based ITSM using Agile project management Show less

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  City of Bryan

  May 2020 - now

  IT Systems Analyst

  · Provide Level 3 application support for mission critical software utilized by City of Bryan staff, public safety, and utility employees· Act as subject matter expert for supported applications, providing knowledge and experience through the project lifecycle· Mentor junior teammates and other staff members, assisting them in finding and targeting the specific areas of IT they are most interested in· Designed, implemented, and coordinated IT Department mentorship program help drive cross-discipline teamwork, grow junior staff, and foster better communication department wide· Co-chaired the IT Department Special Events Committee; drove recruitment to SEC, planned and budgeted events, ran team meetings· Managed small projects with the IT systems team and externally facing projects under the direct supervision of the IT project manager · Maintain optimal server health for application and SQL database servers· Manage vendor relationships ensuring SLAs are respected and issues are satisfactorily resolved· Collaborate with IT Security and Compliance to secure vulnerabilities as they become known and ensure no outdated, unsupported software remains installed on application and database servers Show less