IT/Customer Support

Timothy R Paulison

* ******** ****

West Milford, NJ 07480

Ph: 973-***-**** 973-***-**** acsexa@r.postjobfree.com

Accomplished Senior Help Desk Support Leader offering more than 15 years of extensive experience with a unique combination of technical skills, customer service excellence and quality leadership. Supported a wide variety of technical issues while maintaining positive and productive relationships in an interrupt driven environment. Highly motivated, flexible team player with proven ability to develop and maintain relationships at all levels throughout the organization. Expertise in successful project management, developing strong teamwork and innovative ideas. Proven track record in supporting all phases of operational technology systems requirements from start-up to maintenance. Frequently recognized by management, associates and customers for providing outstanding service and leadership to both internal and external customers for a Fortune 500 company.

Incident/ Problem Management Client Services Project Management Help Desk Operations

Mobile Device Relationship Management Team Leadership & Motivation

PROFESSIONAL EXPERIENCE

BECTON, DICKINSON AND COMPANY (BD), Franklin Lakes, NJ 1/2007-10/2015

Virtual 2 Support (2011-2015)

Provided technical support to associates at the corporate headquarters, Canada sites, and remote field sales associates nationally. Also responsible for the overall support of 8 remote distribution sites. Manage all aspects of corporate mobile devices.

Managed, supported and delegated problem, incident and change tickets using HP Service Center and ITSM Remedy software. Monitored and tracked the status of open tickets daily to ensure efficient resolutions and quality of work.

Provide Level 3 Support in a Windows 7/8 environment for corporate and field sales users through the continental US and Canada

Delegated work assignments, monitor/review quality of work, provided technical assistance and training, and provided input on appraisal, hiring and discipline for team of 4.

Ordered, tracked, managed inventory for corporate mobile devices, including iPhone and Blackberry.

Project Leader for Mobile Device migration from Blackberry to iPhone. Project consisted of over 11,000 devices globally. Project was completed ahead of schedule.

Project Leader for companywide HP Connected backup systems. Project leads to annual savings of over $20,000 per year.

Administered the duties for Blackberry support including software pushes from BES server, password resets, activation passwords, tethering and advanced troubleshooting of connection issues with regards to activation and email retrieval.

Create and maintain company knowledge base used by the Help Desk. This increased overall SLA agreement levels to conform with corporate needs.

Create and maintain all corporate HP Connected backup accounts.

Desktop Support Analyst (2009-2011)

Provided high level of customer satisfaction through patient, methodical approach to problem resolutions. Favorably resolved tense situations with irate customers and recognized by clients for efforts.

Provide Desktop Support in a Windows XP/2007/W7 environment for corporate and field sales users.

Provide Hardware Support including Dell & HP laptops, Dell & HP desktop computers, Dell XTs, and HP printers.

Provide Executive Support for all issues, including Blackberry and printers.

Desktop visits as required to assist in immediate needs including training.

Configure and image corporate and field sales laptops and desktops on a daily basis.

Create and maintain Blackberry accounts for North and South American customers

Helpdesk Support Analyst (2007-2009)

Functioned as member of helpdesk support team handling hundreds of calls for corporate headquarters, the sales force and remote BD locations. Dealt with diverse group of end users.

Calls needed various areas of support including broadband/vpn connectivity, network/password resets, email (Lotus Notes) connectivity/troubleshooting and issues pertaining to Microsoft products (Office, XP, 2000, 20007 workstations).

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

MERCEDES-BENZ, Montvale, NJ 2000-2006

Sr Support Center Analyst

Provide support/troubleshooting of PC and network related issues to 7000+ on-site and remote users within a Windows 2000/XP and Microsoft 2003 server environment.

Provided leadership, training, and delegation of work for team of 10 analysts. Assisted in the hiring process, performance reviews, and monitoring of daily performance.

Remedy Action Request 6.3 system administrator.

Create AR System reports using Remedy User and the web client.

Perform installs/upgrades from Remedy 5 to Remedy 6.3.

Administer Proprietary systems including, but not limited to Netstar, MBcares, and Fastracc.

Provide 2nd level support for MS Office issues, Internet Explorer, Dial-Up and VPN(Cisco), and Lotus Notes(application and database issues).

EDUCATION

Rutgers University, Newark, NJ

Chubb Institute, Parsippany, NJ

PROFESSIONAL DEVELOPMENT / TRAINING / SKILLS

Leadership Development Program

Attended and completed the following courses: Diversity Awareness, Ethical Fitness Workshop, Working Globally, Coaching for Performance Management, Developing Your Career, Selecting the Best, Flexing Your Work Style and Setting Expectations.

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