IT Support Manager & Service Technician

Timothy Fry

IT Service Technician / General IT Support

Lansing, Michigan / 517-***-****

*******@*****.***

www.linkedin.com/in/timothy-fry

Professional Summary:

Highly skilled IT professional with extensive experience in troubleshooting, repairing, and maintaining a wide range of hardware and software systems. Proficient in managing IT outages, updating ticketing systems, and coordinating with technical teams to ensure efficient operations. Strong expertise in supporting Microsoft Windows environments (11, 10, 7, XP), performing hardware repairs (desktops, laptops, printers), and providing on-site and remote support. Experienced in managing service level agreements (SLAs), parts inventory, and client communications. Adept at configuring local area networks (LAN), conducting software installations/upgrades, and offering one-on-one training to enhance user proficiency. Known for quick problem-solving, detailed documentation, and delivering high-quality customer service in both freelance and enterprise

Technical Skills:

Active Directory

Android OS & Apple iPhone software

System Refresh / Data migration

Workstation / Desktop Support

BMC Remedy ticketing systems

Project Management

Microsoft Office / Outlook, Teams, Word

IMAC

Service Now [SAM]

ITSM software

Tier L2 + L3 Support

In-House Budget Management

Professional Experience:

All-Family Local Services, Lansing, MI Jan 2019 – April 2025

IT Support Manager & Service Technician

Freelance work from home and remote areas. Personal computer and printer/plotter repair/maintenance, including software installation with upgrades; with an eye toward trouble-shooting and parts replacement. Network and VPN configurations as well. Occasional one-on-one software training to individuals. Machine delivery and onsite installation/setup.

Provided freelance IT support and technical services to individual clients, including personal computer and printer/plotter repair and maintenance.

Installed and upgraded software, troubleshooting issues and replacing faulty parts to ensure optimal performance.

Performed small networking tasks, including LAN configuration, to ensure seamless connectivity for clients.

Delivered machines and provided onsite installation and setup services, ensuring all systems were properly configured and operational.

Offered remote IT support, resolving technical issues efficiently and effectively from home or other remote locations.

vTech Solution, Inc., Washington, D.C. Sep 2022 - Dec 2023

IT Ticket Manager / Operator & Data-entry

Contracted to State of Michigan; Dept. of Technology, Management & Budget (DTMB).

SMC Operations Bridge / Data Center in Dimondale, MI. Duties included maintaining the state's IT outages with creation and editing of the state’s trouble ticketing system for management examination and inspection. Requiring accurate up-to-minute updates and constant communications with on-site team and upper-management.

Maintained and managed the state’s IT outage data, including creating, editing, and updating trouble tickets in the state’s ticketing system for review and inspection by management.

Provided accurate, real-time updates on IT issues, ensuring continuous communication with the on-site team and upper management to facilitate timely resolution of problems.

Monitored IT systems for outages and disruptions, documenting and reporting issues with precision to ensure proper handling and response by the appropriate teams.

Coordinated with internal stakeholders to ensure smooth information flow and quick response times, supporting the efficient operation of the state's IT infrastructure.

SPI Innovations (now Vector Tech Group), Freeland, MI Jan 2000 - Dec 2018

Field Service Technician / General IT Support

Contracted to Consumer's Energy of Michigan in Lansing office to service the Lansing, Howell, Owosso, Battle Creek, Kalamazoo, Bronson service centers, and warehouses. Warranty repairs on IBM, Dell Optiplex, Dell Latitude and Desktop, HP LaserJet printers, HP DeskJet plotters, IBM Desktops and ThinkPads, Some Ricoh Printer/Copier basic troubleshooting. Strong knowledge of Microsoft Windows 10, 7, XP and '95. Also responsible for machine parts ordering, inventory management, client communication and twenty-four-hour service level agreement turnaround.

Performed warranty repairs and maintenance on various hardware, including IBM, Dell Optiplex, Dell Latitude laptops and desktops, HP LaserJet printers, HP DeskJet plotters, and IBM ThinkPads.

Demonstrated strong knowledge of Microsoft Windows operating systems, including Windows 10, 7, XP, and Windows '95, to troubleshoot and support various client systems.

Managed machine parts ordering and inventory, ensuring timely availability of necessary components for repairs.

Maintained strong client communication, providing updates on service status and addressing any issues in a timely and professional manner.

Met service level agreements (SLA) with a 24-hour turnaround, ensuring fast and efficient service to minimize operational disruptions.

Education:

Davenport University, Lansing, Michigan, Bachelors Degree in Computer Science

College coursework included: Systems Analysis, Accounting, Database Processing and Business Applications Programming Introduction to Business Design I, II, III, GPA 3.31/4.00 from

Certifications:

A+ Certification

Dell Warranty Certification,

Toshiba Certified

Hewlett Packard LaserJet Basics

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