Help Desk It Support
Resume:
TIMOTHY COOKE
Professional Summary
Highly skilled and accomplished IT Support Manager with expertise in security, technology, desktop support, network/telecommunication and mobile device support covering 500 users, along with a focus on system integrity and reliability. Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Work History
Eagle Leasing Company - IT Senior Manager
Orange, CT
03/2024 - 06/2024
Championed innovation within the organization by staying current on emerging technologies and identifying potential applications for business growth.
Boosted customer satisfaction by overseeing responsive IT help desk operations and timely issue resolution.
Managed vendor relationships to negotiate contracts, secure cost-effective services, and maintain high-quality support for the organization.
Oversaw hardware and software procurement, ensuring the acquisition of reliable technologies that met organizational needs.
Optimized network performance by conducting thorough assessments and implementing necessary improvements.
Updated customers and senior leaders on progress and roadblocks.
Club Quarters Hotel - IT Manager
Stamford, CT
11/2022 - 03/2024
Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
Collaborated with other departments to help meet IT needs and properly integrate and secure systems.Maintain and support 16 hotels from London to San Francisco plus 2 corporate HQ locations
Project management for several large projects such as Windows updates, setting up a full Help Desk and new remote-control software
Created SLAs, SOPs and Policies & Procedures documentation for IT department
Support credit card devices, kiosks and telephone systems
Manage relationships with telecommunications, purchasing, Microsoft and Apple vendors
Maintain and manage inventory and assets.
Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
Optimus Health Care - Help Desk Manager
Bridgeport, CT
01/2019 - 11/2022
Run and maintain the daily operations of the Help Desk team as well as help troubleshoot
Hardware/software purchasing, research and administration
Audit and clean-up of AD, print servers, several different software/hardware
Manage department of 7 IT employees.
Used ticketing systems to manage and process support actions and requests.
Provided Tier 1-3 IT support to non-technical internal users through desk side support services.
Recruited, trained and supported help desk technicians and representatives.
Provided basic end-user troubleshooting and desktop support.
Installed, modified, and repaired software and hardware to resolve technical issues.
Community Health Center - Senior Help Desk Support Analyst
Middletown, CT
03/2016 - 12/2018
Provide user support for 300 nursing personnel and on-site users in five buildings and 12 schools
Respond to and resolve issues covering hardware, software, servers, connectivity, and workstation issues
Work with ticketing system and prioritize jobs based upon operational impact
Focus efforts on one-stop service solutions, system reliability, security, and integrity
Establish collaborative working partnerships with the user community.
Trained junior help desk analysts, enhancing team knowledge and strengthening skills.
Adapted quickly to new software and hardware systems, maintaining a high level of technical expertise.
Unimin Corporation - Help Desk Manager
New Canaan, CT
01/2009 - 03/2016
Accomplished multiple tasks within established timeframes.
Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Successfully migrated legacy systems to modern platforms without disruption to daily operations or loss of critical data.
Implemented cutting-edge technologies to facilitate internal communication and collaboration among team members.
Analyzed network security and current infrastructure, assessing areas in need of improvement.
Wrote strategic business plans outlining need for departmental information technology resources.
Managed life cycle replacement of hardware and software.
Understood key product management roadmap objectives and requirements to develop product technology strategy.
Oversaw IT department operations and training.
Unimin Corporation - Technical Support Engineer
New Canaan, CT
06/1999 - 01/2009
· Provided multiple IT support functions including creation of user accounts, set-up of security policies (using Active Directory), server administration, upgrades including HP servers, KVM installs, TSM back-up and restore, and installing of patches
· Updated records and handled asset management by assigning users via Absolute Management
· Managed the full set-up and testing of IT equipment to new locations for over 1,300 employees
· Managed and supported telecommunications, mobile and audio/visual equipment
· Managed Lotus Notes ticketing system
· Provided executive management support
· Resolved software, hardware, and connectivity issues
· Helped changed the paradigm of IT from a cost center to a value-added function
· Aligned IT support with broader strategic objectives and the needs of business units
· Combined project management skills with cross-functional communication to build consensus and support for shared goals
· Attended weekly and monthly meetings to provide input into strategic plans and to use business unit feedback as a baseline for continuous quality improvement
************@*****.***
Trumbull, CT 06611
www.linkedin.com/in/tim-cooke-b36613208
Skills
Active Directory
Audio/Visual & Mobile Devices
Workstation Set-Up
Cloud Hosting
Learning AI in the workplace
Print Service Management
Microsoft Office Suite (Excel, Word, Outlook)
IT Asset Management
Technical Troubleshooting
IT Procurement
Mobile Technologies
Project Leadership
User Support
Project Planning
Analytical Thinking
Staff hiring
Attention to Detail
Task Prioritization
Team building
Time Management
Professionalism
Hardware/Software Installs
Meeting & File Sharing Software
Office 365 Administration
Disaster Recovery
Remote Access Tools
Security Administration
Strategic Planning
Leadership and Continuous Improvement
Team Facilitation
Goal Setting/Performance Measurement
Project Coordination
Client-Focused Partnerships
Troubleshooting/Diagnostics
One-Stop Service Solutions
Relationship Management
Continuous Quality Improvement
Education
SACRED HEART UNIVERSITY
Fairfield, CT
Bachelor of Arts in PSYCHOLOGY
NORWALK COMMUNITY COLLEGE
Norwalk, CT
Norwalk Community Project Management
Certifications
Help Desk Analyst Course – HDI
Help Desk Senior Analyst Course – HDI
Help Desk Manager Course – HDI
A+ Certification Course – HDI
HP Repair Certified – HP
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TC
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