IT Desktop Support

TIMOTHY C DOTY

**** ********* **** ** • Apex, NC 27502 • ***********@*****.*** • 919-***-****

QUALIFICATIONS PROFILE

IT Support Professional providing outstanding service, training, and technical support demonstrated through more than

20+ years of progressive experience.

Broad technical knowledge combined with superior skills in building and maintaining positive relationships that

drive customer service satisfaction levels.

Adept in managing and prioritizing multiple projects within fast-paced, demanding environments.

Effectively interact with technical teams, management, vendors, customers, and end -users.

Proficient in the installation, configuration, and diagnosis of issues relating to various operating systems, and

hardware/software applications.

W ork well under pressure and quickly master new technical skills; strive to provide quality service while exceeding

expectations.

TECHNICAL PROFICIENCIES

Platforms: W indows 95/98/NT/2000//XP/Win7

Software/ Microsoft Office Suite (Word, Excel, PowerPoin t, Outlook), Lotus Notes, Rumba, Client Access,

Tools: Remedy, Clarify, Peregrine SeviceCenter, TSRM, Lotus Notes, LANDesk, Dame ware, Avaya Site

Administrator

Hardware: IBM/Lenovo/Dell/HP Laptop and Desktop PCs, Windows Servers, Laser, Label, Inkjet and Impact

Printers, LAN/WAN, Blackberry, Android, iPhone/iPad, Avaya Phones, Polycom and Cicso Video

Conferencing equipment

PROFESSIONAL EXPERIENCE

July 2007 – Jan 2015

Coty US LLC, Sanford, NC

Manager, Enterprise Client Services

Manage desktop support group supporting the Sanford manufacturing facility. Maintain and update Intermec and LXE RF

devices; Troubleshoot connectivity and hardware issues; Coordinate sending of malfunctioning units to vendors for

repairs. Maintain Avaya phone system; Add, remove, and c hange phone extensions as needed. Utilize TSRM call

tracking software to record & track open incidents and service requests; Run reports in call tracking software. Review and

approve knowledge base articles. Configure and support corporate Blackberries and iPads/iPhones. Support 900 users’

desktop, laptops and printers. Image and configure machine for end users. Support offshore application and DBA

support teams via VMware virtual desktops. Install and troubleshoot software, including Lotus Notes & Mi crosoft Office.

Key Achievements:

Established a US service desk to combine multiple local service desks into one centralized service desk .

Implemented a customer satisfaction survey to monitor the performance of service desk.

Created an information kiosk system to improve communication and safety throughout the facility.

Coordinated upgrade of label printers and Intermec RF devices for SAP implementation.

Migrated 900+ laptop and desktop computers from Windows XP to Windows 7 and Lotus Notes to Microsoft

Outlook/Exchange.

Upgraded 250 RF devices to support new updated wireless security standards.

August 2000 – July 2007

Unilever Cosmetics International/Coty Inc., Mt. Olive, New Jersey

Desktop Support Analyst

Perform on-site level-2 technical support, assisting 400 users and executive management. Manage level-2 calls and

provide technical support to 150 remote sales force users. Perform level-2 support for both hardware and software;

rebuild and deploy machines. Establish and maintain collaborative re lationships with service resolution providers within

the IT Department; collaborate with vendors, customer engagement manager, IT directors and operations department

personnel. Utilize call tracking software to facilitate quick diagnosis of persistent issu es. Assist users with various

business applications; deliver training for entry-level users, ensuring appropriate operations regarding applicable

hardware/software. Maintain inventory of all software and hardware equipment. Identify and resolve technical failures;

assist users with login and password issues. Create and maintain Active Directory, Lotus Notes, and Citrix accounts.

Key Achievements:

Able to maintain high service levels after a personnel reduction of fifty percent.

Contributed to reducing operating costs by rebuilding and refurbishing existing equipment.

Designed and distributed a new hire training manual, which aided in training efforts providing a point of reference

for employees.

Educated users regarding proper running and maintenance of hardware devices and software programs, which

optimized overall performance levels.

Coordinated efforts to maintain functionality of systems including network connectivity, hardware conflicts and

software issues.

Addressed user feedback and inquiries, ensuring satisfaction through attention to detail and quality service

March 2000 – June 2000

Sony Electronics, Woodcliff Lake, New Jersey

Help Desk Analyst

Staffed at Sony by System One Solutions. Provided first level phone support for offi ce personnel throughout North

America. Escalated support calls to the proper staff members to ensure efficient resolutions times. Opened, updated,

provided status, and closed calls using Tivoli Expert Advisor. Determined problem, provided information to client,

scheduled appointments, and ensured highest level of customer satisfaction. Supported the following product set:

Microsoft Windows 95/98; Microsoft Outlook 98; Microsoft Office 97; Microsoft Internet Explorer; McAfee Virus Scan;

W orldCom PAL Dialer; Novell NetWare and Microsoft NT logon issues

April 1994 – November 1999

Hearst Corporation, Fairfield, New Jersey

Senior Computer Operator

Installed and configured workstations and connected them to corporate LAN. Performed system backups of mainf rame

and network servers. Replied to console messages and prompts to keep system up and running at optimal level.

Created, printed, balanced, and distributed reports. Maintained and updated tape library. Processed orders to create

invoices and reports for warehouses in Tennessee and Pennsylvania. Transmitted reports to remote sites from

mainframe to PC using FTP. Maintained written documentation of all batch programs and kept a log of incidents.

Documented all system failures and job abends, and perf orm necessary recovery procedures. Trained employees in

execution of new tasks and jobs.

PROFESSIONAL ASSOCIATIONS

TriHDI – Triangle Area Local Chapter of HDI September 2010 – Present

VP of Social Media

Designed and maintain the Chapter’s Web Site (www .trihdi.com). Update and maintain email list of members. Utilize

Eventbrite to track attendance of meetings. Send email newsletters and invites to members. Get consensus for posting

items from Board and/or members, and keep Board apprised of changes. Gather articles and news for the chapter web

site from the Board, other chapters, HDI, members and other sources. Maintain social media site(s) (ex. Facebook,

Twitter, LinkedIn).

EDUCATION AND TRAINING

Global Knowledge, Cary, NC

Project Management for IT Professionals October 2013

ITIL V3 Expert Certification October 2012

PC Age, Inc., Fairfield, NJ October 1999

Received a diploma in network engineering specializing in IT certification preparation for MCSE, Novell

Administration, and CompTIA A+.

The Chubb Institute, Parsippany, NJ April 1994

Received a diploma in Technical Support requiring completion of extensive hands -on training with IBM

mainframe, AS/400, and personal computers.

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