Technical Support Desktop
Resume:
Timon Odom
Philadelphia, PA *9121
****.*****@*****.***
Summary
Experienced IT Coordinator/Desktop Support Analyst with a strong interest in projects requiring conceptual and analytical thinking. Committed to providing innovative and procedural support. Always eager to learn innovative technology and procedures.
skills
●Azure AD, Office 365, PowerShell, Outlook, RDS, SCCM, Windows Migration, CRM
●Android/iPhone/iPad, RSA Management, Remedy, Service Now, EPIC EMR
●CleanCloud, POSX. Clover
●Platforms: Windows 7/8/10
Experience
Technical Support Manager
January 2022- January 2024
3M Operations, Springfield, VA
●Analyze, plan, integrate and configure Clean Cloud software as 3M sole POS software
●Setup and activate credit card terminal and integrate into Clean Cloud for touchless customer payment interaction
●Setup and configure tracking and logistics for delivery and pickup for 3M Operations Business Accounts
●Provide CleanCloud vendor management and maintain vendor relationships for all 3M Operations software, hardware, and security needs
●Provide on call support for all technical related issues
Technical Support Manager
January 2022 – January 2023
Stephen Tailor, Washington, DC
●Setup and configure tracking and logistics for delivery and pickup for Stephen Tailor Business Accounts
●Provide Clover POS vendor management and maintain vendor relationships for all Stephen Tailor software, hardware, and security needs
●Provide on call support for all technical related issues
Windows 10 Deployment Lead
December 2020 – March 2021
Main Line Health, Bryn Mawr
●Led team of five technicians in upgrading and deploying of Windows 10 hardware along with preconfigured EMR software to assigned medical department
●Increased teams’ productivity by 15% weekly, meeting the expected SLA of deployments, in turn decreasing hospital staff downtime between hardware replacements and in place upgrades
●Increased the request for pre and post Windows 10 support directly from my team based upon our efficiency, accuracy in work, and discretion in a HIPPA environment
●Decreased Windows 10 deployment timeline for departments assigned directly to my team by two weeks
●Provide real time EPIC EMR profile technical support to nursing staff and physicians
Windows 10 Migration Tech
December 2019 – March 2020
Fox Chase Cancer Center, Philadelphia PA
●Perform installation and configuration of hardware and software of Windows 10 desktops, laptops, and associated mobile devices in various medical departments
●Scheduled and coordinated timeline for deployment of Windows 10 image via SCCM to existing desktops within each medical practice
●Coordinated the configuration of proprietary applications for designated physician’s Windows 10 laptops post deployment
●Provide EPIC EMR printer setup for each medical staff profile and function, and provide EPIC hardware technical support to each medical department
Windows 10 Migration Specialist
June 2019 – September 2019
Prudential, Horsham, PA
●Perform installation, maintenance, troubleshooting and repair of hardware and software associated with over 1,500 Windows 10 desktops, laptops, and associated mobile devices
●Use Microsoft System Center Configuration Manager (SCCM) to perform laptop imaging and application deployments to 2,000 users nationwide
●Administer user accounts, group membership and mailboxes via Active Directory, and allocates folder permissions for projects
●Introduced a timelier method for contacting users for pre and post migration support that cut migration timeline by one month
●Maximized asset inventory and tracked locations of all IT assets
IT Coordinator
April 2017 – August 2017
World Bank Group, Washington, DC
●Scheduled and coordinated timeline for deployment of Windows 10 image via SCCM to existing and new desktops and laptops
●Coordinated the configuration of proprietary applications for desktops, laptops, and Apple and Android mobile devices for use in office or for travel on missions
●Guided a team of three under performers, and increased their customer service satisfaction by 40% in two months and increased meetings of service level agreement ticket requests by 10% in two months
Desktop Support Technician
September 2014 – March 2017
L-3 Communications, Bristol, Pennsylvania
●Refined vendor relations for specialized hardware and software in Windows 7 environment
●Worked with Electrical Engineering to support proprietary Aerospace software errors prior to client rollouts
●Reduced overall downtime of proprietary hardware due to hardware or software error by 50% in 6 months
●Managed all pcs and peripherals directly connected to Aerospace hardware devices in high electrostatic discharge areas
Education
Career Academy
Online (careeracademy.com)
●Office 365 Administration Certificate
October 2017
Computer Aid Incorporated
Wilmington, DE
●HDI Certification
August 2008
American University
Washington, DC
●B.S. Cultural Anthropology
August 2000 – May 2003
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