Timothy Hearn

IT Support Professional

Professional Summary

IT has been my passion since I can remember. Such an incredible and ever- changing industry, it has become a hobby for me. Among other things, I greatly enjoy researching and learning new programming languages, primarily Python, which I am currently focusing on. Through my extensive professional experience and self-teaching abilities, I continually work on improving my IT skills by investing time into finding different solutions to recurring issues. My dynamic approach to a variety of challenges has allowed me to refine my multitasking, time management and collaboration skills across multiple continents. Technological Expertise

Operating Systems: Windows XP, Vista, 7, 8, 10, Windows Server 2003/2008/SBS/2016, Linux

Applications: Office Suites (Microsoft and Libre Office), CRMs, Email Filtering systems, Antivirus (Avast, Comodo, ESET, Webroot, Sophos, Clam), Patch Management (SCCM, Comodo One), Quickbooks, VPN Systems (RSA, Sonicwall, Cisco), SIP Systems (NEC, Cisco, Avaya), Backup systems (Datto, Macrium Reflect, CloneZilla)

Networking: SonicWall, Fortinet, Cisco ASA(GUI), HP ProCurve, WireShark, Meraki, various SMB and SOHO routers and switches (TPLink, Netgear, Linksys, Belkin)

Relevant Experience

April 2019 – July 2023 Selligent Marketing Cloud Technical Support Engineer

Assist customers in identifying errors in their marketing journeys and providing guidance on how to correct them

Verifying data processing via various APIs including RestAPI and proprietary systems.

Checking, writing, creating and editing SQL database tables for customers based on need

Write technical documentation for new systems, new features and new product parts on Stack Overflow for Teams.

Coordinate collaborations between multiple departments and spear head efforts to resolve more complex issues that fall outside of the scope for the Support team.

Bug item reporting and feature request creation and documentation. February 2017 – April 2019 EveryCloud Technologies Technical Support Engineer/Azure Administrator/HIPAA Compliance Officer

Resolve issues related to mail flow with utilization of mail logs and internet headers to pinpoint where issues lie and provide the most accurate information to customers to ensure they can locate and resolve issues in their own infrastructure;

Maintain high level of email security through the configuration of filtering rules, definitions, and client-side configuration; 617 Via Del Sur Mesquite, Texas 75150 Phone: 936-***-**** adybdx@r.postjobfree.com Technical Skills

Network Design and

Troubleshooting

Application Support

Hardware Support

Security and Camera Systems

Software and Hardware

Installation

HIPAA Compliance

PCI Compliance

Documentation and Technical

Writing

Education

Angelina College 2012 – 2013

Computer Information Systems

Computer Programming

Certification

Level 1

Deploy, maintain, and manage test environment in Azure to ensure that documentation on service is kept up to date for varying deployments of Exchange; and

Create, update, and maintain policies and procedures to ensure our service complies with current HIPAA guidelines, while ensuring the highest level of security for our clients’ ePHI that is transported through our mail filtering system.

November 2017 – Present Henson Technology

Network Administrator/IT Consultant

Recovered company from ransomware attack

Deployed multipoint environment for Diboll, Nacogdoches, and Lufkin clubs;

Designed and implemented new WiFi solution to increase reliability and speeds;

Replaced site-to-site VPN and routing solution to be up 24/7;

Trained on-site IT staff; and

Instituted daily, weekly, monthly, quarterly and yearly service checks and maintenance plan.

April 2015 – February 2017 Solai and Cameron at Fujitsu Service Desk Operations Level 1

Resolved issues with operating Systems, business applications, SIP Service, VPN Access, active directory, and supported remote users;

Improved and implemented new/existing knowledge base articles for more efficient triage support;

Accomplished 80% resolution rate vs the average of 55% for most agents; and

Achieved “Agent of the Month” on TJX and TMNAS Support Desk 8 times.

November 2014 – April 2015 Compose Technology

Contracted Independent IT Technician

Achieved various levels of hardware/software installations, deployments, and troubleshooting for large-scale MSPs like Blackbox and Agile-1;

Contracted work mostly done through FieldNation and WorkMarket on behalf of Compose Technology; and

Provided on site support for the SMBs that were contracted with Compose Technology.

August 2013 – November 2014 CMS IP Technologies

Associate Engineer

Provided software/hardware support, installations, and configurations for NetWatch customers;

Created many of the processes for the HIPAA SecureWatch product;

Preformed HIPAA Technical Risk Analysis for SecureWatch customers;

Designed network topology and configurations for new customers in conjunction with project managers; and

Designed the process by which customer logs were analyzed for preventive failures or risks in customers’ hardware and software. Interests:

Emerging Technology

History

Astronomy

Astrophysics

Anthropology

Video Games

Ice Hockey

American Football

Auto Racing

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