Timothy Linyard

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

Indianapolis, IN 46280

317-***-****

ad4yqi@r.postjobfree.com

Education

Florida A&M University

Mount Carmel High School

Skills

Microsoft Office Windows XP, Windows Vista, Windows 7,

Windows 10 Active Directory

SCCM SharePoint

Remedy ADI

Bomgar Cabling

Hardware and Software installation Customer Service

18 years Banking and Investments experience HPSM

Experience using SCCM updating hardware and remote access

Work Experience

Westrock, IT Field Operations Senior – Indianapolis, IN December 2022 To September 2023

As the IT Field Operations Site Lead, you will serve as the primary site contact with other technology organization and vendors and support the local business leadership team and users as the IT site representative.

In addition, you will provide hands-on support for Microsoft Windows and Apple operating systems, Microsoft Active Directory and directory services, smart phones, and wired/wireless network solutions.

As the on-site 2nd-level support team you will be called on to perform analytical, technical and administrative work to aid in the ongoing support of technology assets in the enterprise, including installing, maintaining, troubleshooting, supporting and controlling critical business and IT infrastructure and applications.

Represent the IT Field Operations function and extended team as the primary point-of-contact for you work location.

Engage with IT peers and teams from other sites to ensure adherence to standard processes.

Work in an ITIL-compliant, service management environment, maintaining both personal and team SLA compliance.

Troubleshoot complex hardware and software problems and create innovative solutions.

Perform analytical, technical, and administrative work to aid in the ongoing support of technology assets in the enterprise, including installation, maintenance, supporting, troubleshooting and control of critical infrastructure.

Install common, standard, and complex software and hardware peripherals.

Assist with end-user questions, problems, and training.

Configure complex, third-party, networked, and site-specific applications.

Generate innovative recommendations and initiate technology change requests.

Configure and troubleshoot Windows and iOS computing endpoints (PCs Tablets, VMUs, kiosks).

Configure and troubleshoot Android, iOS, Windows, and Chromium OS mobile devices.

Work with technology assets including single-user and networked desktop and laptop clients; desktop and network printers, tablets, and vehicle-mounted devices, wired, wireless and telecom networks.

Correct implementation of company’s processes and update of the support procedures as a document owner.

Support and maintain IT servers; network switches, cabling; process control clients; and other technology assets and solutions in the computer rooms as needed.

Act as primary contact or Administrator for critical niche apps that are required to operate the business. Duties may include loading and configuring client software as well as testing and applying required patches.

Participate in an on-call duty roster with a weekly rotation of 24x7 coverage as required by business unit operations.

Contribute in a project environment; both locally-focused and enterprise-wide, and may direct others during short projects.

Demonstrated ability to use problem management tool to research and document problem resolution.

Serve as the primary IT site contact with local business leadership and other technology organizations as well as vendors.

Manage local technology asset inventory.

Approve IT asset acquisition and technology change requests using the provided tools.

Provide routine support for audio-visual collaboration and video conference systems.

Provide direct technical support to users at all levels of the organization (including VIP

users).

IOT State of Indiana, Lead Deployment Technician, TEKSystems, Indianapolis,IN September 2020 To December 2022

Assisting the Project Managers and Deployment Leads in implementation of statewide PC Refresh Projects on a 4 year rotating schedule to replace all state-issued PC computers allowing the Indiana Office of Technology to efficiently support IT resources across the state.

The duties of this position are to support the PC Refresh Project Managers and Deployment Leads by installing new PCs for Agencies' PC Refresh Projects. Following the established processes and checklists to ensure the end user has all the necessary software and settings on the new PC. Backing up, protecting, and restoring data will be an essential task for this position. Updating documentation and completing e-install forms required. Will be the lead tech and point of contact onsite for large deployments. Customer service is also a crucial element for this position. This position will perform other duties as assigned.

Praxair, Desktop Support Tech, DecisionOne, Indianapolis, IN June 2020-September 2020

Follows company's information gathering, analysis and mapping of company's workflow and processes to support desktop equipment including workstations, laptops, printers and their connected peripherals as directed by IT management. Demonstrate expertise in Desktop Support of PC, printers, excellent customer service skills Image machines and deploy making sure user has all software needed.

Heartland Products Group Refresh Technician, Beacon Hill, Indianapolis, IN March 2020 to April 2020

Working knowledge of SCCM

PXE experience

Install, configure, and test laptops and workstations with minimal supervision

Experience working with a ticketing system

Manage Engine

Work with all users to coordinate refresh of their laptop or desktop.

One America Windows Refresh Technician, Cognizant Technology Solutions December2019 to February 2020

• Perform Win 10 installation and provide Level 1/2 support post deployment.

• Perform Apple and Mac support

• Hardware and Software Troubleshooting.

• Email Client (O365 Support)

• Citrix desktop side issues Troubleshooting.

• Conduct installations, moves, adds, changes and deinstallations (IMACD) for EUC Devices and software remotely Remote Desktop Support as applicable.

• Ensure Perform or ensure the performance of client level virus scanning.

• Coordinate activities with the Service Desk, proactively notify and train the Service Desk on software, Update and Upgrade deployments, where practicable.

• Performing Resource maintenance in accordance with manufacturer warranties and Service Recipient requirements

• Provide high level End User orientation for new EUC devices upon deployment.

IPL Windows 10 Refresh Technician, Beacon Hill, Indianapolis, IN January 2019 to December 2019

•Responsible for imaging new machines and getting them ready for deployment.

•Win 10 laptop / desktop refresh project

•De-install old unit / install new unit

•Image/configure the hard drive ; backup/restore end user data ; asset tag/scan ; quick wipe of hard drive ; removal and disposition of old asset

Migration Technician, Apex Glen Allen, VA November 2018 to December 2018

•Working with Centene, a healthcare company Serve as the primary contact in providing customer service and technical support to internal partners and vendors regarding their Windows 10 Migration.

• Design, build and/or test new systems, processes or services

• Respond to requests for new services

• Document workflow of processes within the organization

• Investigate, research and troubleshoot more complex IT related issues

• Perform new user IT training and communication of IT policies and standards

• Perform scheduled departmental audits and report findings to management

• Techs will be responsible for working directly with the users on any/all post-migration support issues and ensuring everything went smoothly from migration the night before.

• Techs will complete the rest of the migration to Win10 as needed and follow up on any HW tracking from previous night’s migration.

•Checking SCCM to verify if all software has been installed and to install software.

Windows 10 Refresh, Decision One, Wayne, PA August 2018 to November 2018

•Refresh deployment for Duke Energy.

•Travelling to different sites throughout Indiana, Kentucky, and Ohio

•Win 10 laptop / desktop refresh project for 45,000 units: de-install old unit / install new unit; image/configure the hard drive ; backup/restore end user data ; asset tag/scan ; quick wipe of hard drive ; removal and disposition of old asset

Desktop Technician, Diverse Tech Services, Indianapolis, IN March 2017-June 2018

•Provide technical assistance and support for various clients.

•Resetting passwords in AD.

•Opening and closing accounts per request.

•Mapping printers.

•Installing software.

IT Service Desk Analyst, Roche Diagnostics, Fishers, IN December 2014-March 2017

•Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

•Respond to queries either in person or over the phone.

•Write training manuals.

•Train computer users.

•Maintain daily performance of computer systems.

•Respond to email messages for customers seeking help.

•Ask questions to determine nature of problem.

•Walk customer through problem-solving process.

•Receives incoming phone calls to create incidents and requests, records tickets and resolves in adequate time frame ensuring expected customer satisfaction.

•Investigate, troubleshoot and resolves reported problems in timely and efficient manner.

•Opens, tracks and closes calls and request tickets.

•Supports business/technical applications and features.

•Contributes knowledge to the Knowledge Database

•Adheres to ITIL processes.

•Coordinates service provider group escalation responses and provides follow up on contacts.

Technical Support Analyst, Spectrum Technology, Indianapolis, IN July 2014-October 2014

Building desktops and laptops.

Installing software on systems and replacing hard drives.

Installing Windows 7, 32 and 64-bit OS and also Windows 7 migration.

Desk side support for certain clients.

Troubleshooting issues with hardware and software.

Deployments to different charter schools and the NCAA doing installs and troubleshooting.

Reprogramming Agent, Tyco Integrated Security, Fishers.IN April 2014-May 2014

Taking calls from technicians in the field reprogramming alarm panels for commercial businesses.

Assigning new account numbers and phone numbers to panels.

Dispatching the data entered and switching customer accounts over to Tyco from ADT.

Once dispatched advising techs to send signals to verify panel is programmed.

Replacing SIM cards in radios when sites do not have phone lines.

Guest Services, Holiday Inn Indianapolis, IN October 2013- March 2014

Checking Guest in via Opera System.

Making and cancelling reservations.

Making sure guests’ needs are being met.

Indiana Service Desk Supervisor, Bell Techlogix Indianapolis, IN June 2011-April 2012

Managed and trained a team of fourteen people.

Monitored call quality of associates and carried out disciplinary actions as needed.

Assigned and delegated various task and projects.

Advanced Helpdesk Analyst Bell Techlogix, Indianapolis, IN February 2008-June 2011

Call center has grown to 60 people.

Assisted Tier 1 analyst with questions in regards to trouble shooting issues.

Initiated remote access to help customers in resolving problems.

Traveled to nearby companies to assist in troubleshooting software and hardware issues.

Deployed to two companies, Remy and Central Restaurant Products.

Assisted client with issues with PC’s if software or hardware needed to be upgraded.

Configured multiple systems such as firewalls, internet options and pop-up blockers on a daily basis.

Helpdesk Analyst, Bell Techlogix Indianapolis, IN February 2007- February 2008

Participated in two week training program to learn troubleshooting and installation processes in a call center environment.

Started with eight people including myself.

Assisted approximately twenty customers daily.

Installed software to be used by client to perform their jobs.

Setup PDA’s and Smartphones with software and assisted in syncing devices.

Outstanding customer service skills resulted in personal customer request for assistance.

Computer Installation Adecco, Indianapolis, IN January 2006- February 2007

Installed and imaged computers for IPS (Indiana Public Schools).

Setup and configured printers.

Installed software for students and teachers.

Member Service Representative, Americhoice, Indianapolis, IN

January 2005-December 2006

Assisted Hoosier Healthwise and Medicaid Select members in selecting doctors.

Educated members about the benefits they have when selecting a doctor and the network they will be in.

Completed a Needs Assessment when needed.

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