Tim Shade
Pembroke Pines,FL
Summary
Specialized in tier 2/3 remote support for Windows and macOS endpoints, troubleshooting hardware, OS, application, VPN, and connectivity issues to maintain SLA compliance and high customer satisfaction.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Lead Technical Consultant Engineer
Insperity Inc
01.2021 - Current
- Managed enterprise UEM environments and configured Ivanti Neurons, Omnissa Workspace One and IBM MaaS360, including end-user training and ongoing operational support.
- Implemented and administered UEM solutions, including Ivanti Neurons and IBM MaaS360, while training end users and ensuring secure, efficient device management across the organization.
- Designed and maintained unified endpoint management (UEM) workflows using Ivanti Neurons, IBM MaaS360, ConnectWise, and providing user training and optimizing right-of-way configuration and device compliance.
- Prepared operating manuals, references, and training materials for customers and internal resources.
- Configured Akamai API Protection policies to safeguard critical APIs, including endpoint discovery, onboarding, schema validation, and request inspection.
- Implemented API access controls using rate limiting, authentication methods, and traffic signatures to reduce abuse and unauthorized access.
- Maintained versioned configurations through Akamai Property Manager, ensuring safe rollouts using staging and production environments.
- Led troubleshooting and incident resolution related to API failures, request blocking, SSL/TLS changes, and performance regressions.
- Developed documentation and SOPs for API onboarding, policy management, and production deployment processes.
Senior Support Analyst
Harmony HealthCare IT
07.2019 - 01.2021
- Works directly with customers to provide technical support for the HHIT products and service offerings.
- Performs Health Data Archiver (HDA) customer upgrades.
- Provides on-call product support, sometimes at night, weekends and holidays.
- Utilizes ticketing system to document solutions and ensure proper communication of resolution to the customer.
- Troubleshoots virtual machines (VM’s) for the Medical Manager and HDA.
- Troubleshoots virtual private network (VPN) routers.
- Manages HHIT technical queue.
- Answers and resolves inbound technical calls.
- Troubleshoots hardware and software issues either in-person or remotely.
- Assist with storage analysis, capacity planning, and performance planning of storage components.
- Create innovative data storage and data management solutions that are relevant to our clients.
- Perform troubleshooting and performance monitoring of storage environment.
Senior Network Support Engineer
AT&T-Global Connectivity & Cloud Platform Operations
05.2016 - 06.2019
- Supported enterprise routing and WAN technologies including EIGRP, OSPF, RIP, BGP, PBR, route redistribution, IP routing, HDLC, PPP, Multilink, ISDN, VoIP, and QoS.
- Delivered Tier 2/3 technical support for network, server, and security environments.
- Administered and maintained Juniper and SonicWALL firewall and network security platforms.
- Provided technical expertise for network design, planning, and implementation across enterprise environments.
- Conducted Juniper and SonicWALL evaluations, cost analysis, and feasibility studies for proposed network projects.
- Diagnosed and resolved operational and design-related firewall and network performance issues.
- Implemented capacity planning strategies to improve scalability and service reliability.
- Monitored network performance and recommended system modifications to optimize availability and throughput.
- Coordinated with internal technical teams to deliver telecommunications services and network infrastructure.
- Assisted in researching emerging technologies to enhance network security, performance, and reliability.
- Supported backup and restoration strategies, server configuration, and file system administration.
- Enforced IT systems security management practices and supported incident response activities.
Senior Technical Consultant
AT&T-Global Connectivity & Cloud Platform Operations
01.2012 - 05.2016
- Advised the sales force and potential customers relating to resolution of technical, scientific, and engineering issues that affected sales.
- Led the design and configuration support for customer network infrastructures.
- Panned specialized architecture for MobileIron Projects with keen focus on a particular area.
- Worked with Enterprise Customers in their Azure Active Directory (AAD) to change Admin/Identity for users as a source for Mobile Device Management Software (MDM).
- Setup Single Sign-On for AAD or SAML-based Sign-on users for MDM.
- Syncing Users for AAD to MDM cloud hosted platforms.
- Created Users and User Groups through AAD for MDM platforms.
- Configured Office 365 using either WS-Federation or SAML federation authentication protocols for MDM.
- Authentication with Microsoft PowerShell commands.
- Used Microsoft PowerShell commands, such as Connect-MsolService and Connect-SPOService, to get authorization tokens to authenticate endpoints with Azure ID.
- Troubleshooting and installations of Office 365 for large enterprise customers with 10,000 plus users.
- Attained top tier of MobileIron and Omnissa Workspace One Implementation in product duration with Professional Services.
- Implemented MobileIron and Omnissa Workspace One with highest rating for technical Expertise and Professionalism.
- Achieved Perfect Survey for MobileIron and Omnissa Workspace One Implementation for Customer with over 65000 devices.
- Contributed in directing Hosted projects for Professional Services from start to end.
- Delivered effective training to customers with overall value of over 100K for Professional services.
- Trained Customers Virtual Vice On-site with overall worth of over 200K of revenue for Professional services.
- Accomplished top tier in Mobile Device Management implementations as well as directed two hosted projects for professional services from conception to completion.
- Formulated operating manuals, references, and training materials for customers and internal resources.
Senior Technical Consultant
AT&T Server Operations
09.2007 - 12.2011
- Implemented NFS, CIFS, and HTTP protocol associated with NAS and share files across WAN.
- Maintained the accuracy of Data on SAN network for Internet home and business customers.
- Oversaw and Troubleshoot Web servers, Oracle Database Servers, and Fileservers on SAN Servers.
- Developed DNS records for managed Business Clients in collaboration with various network protocols TCP / IP, SNMP, and IP.
- Streamlined and scheduled process by instigating using crontab utilities.
- Executed remote connections and file transferring by TELNET, FTP, and SCP utilities.
- Led the install and upgrade Solaris, Linux & configured Web server, and Proxy server.
- Led the processes administration and management such as monitoring and start/stop/kill various processes/sub process.
- Evaluated System Performance Parameters by utilizing iostat, vmstat, and fine-tuning.
- Transformed file systems and disk assignments using Meta disk.
- Determined system errors/crashes, disk space problems, huge file sizes, and file system full errors.
- Honored the excellence with company recognition Technology Development Award for outstanding performance on training new employees in implementing new procedures for DNS.
- Checked over 2500 Management systems for hardware and application errors in conjunction with Tier 2 to resolve.
- Coordinated with Oracle team to troubleshoot SQL Server errors as well as sustained database integrity.
- Administered and increased file systems by using NETBACKUP, NEWFS, FORMAT, FSCK, MOUNT, and VOLD.
- Planned numerous regular, periodic, future, and queue tasks by using Crontab.
Systems Analyst Team Leader
WebMD Medical Manager Division
01.1999 - 08.2007
- Planned numerous regular, periodic, future, and queue tasks by using Crontab.
- Oversee the Systems Analyst team composed of twenty-five members, servicing two thousand clients.
- Manage the processing of incoming calls to the Systems via both telephone and e-mail to ensure courteous, prompt, and effective resolution of end user issues.
- Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Track and analyze trends in requests and generate statistical reports.
- Make 'across the board' recommendations to senior corporate management based on documented needs and trends.
- Train, coach, and mentor System Analysts, Help Desk Technicians, and other junior staff.
- Plan and conduct performance appraisals, administer disciplinary action, when necessary.
- Oversee file server performance via OS patch maintenance and regular hardware maintenance cycles.
- Collaborate with clients on ongoing disaster recovery procedures and efforts, offering remote hosting capabilities, if needed, via several means.
- Assisted in medical billing procedures.
- This included but not limited to month end backups, system restores, adding users, system wide rebuilds, security procedures, and off-site storage.
- Oversee current Systems Contracts with all clients and sales requests regarding their contracts.
Education
Master of Science - Management Information Technology Management
Colorado Technical University
Colorado Springs, ColoradoBachelor of Science - Business Administration & Management Information Systems
Colorado Technical University
Colorado Springs, ColoradoAssociate’s degree - general education
University Of Maryland
Okinawa, JapanSkills
Assisted in optimizing IT operations by utilizing Ivanti Neurons for service management Supported users through effective troubleshooting and assistance Contributed to automation projects that enhanced response times and lowered operational costs
Assisted teams in completing projects on schedule by facilitating collaboration across departments Supported project efficiency by managing resources effectively Contributed to positive project outcomes by applying practical strategies
Assisted teams in meeting project deadlines by utilizing ConnectWise effectively Supported team development through training sessions on software features Increased user engagement with ConnectWise, contributing to enhanced operational workflows
Assisted in integrating mobile devices across various departments Supported users by quickly addressing technical issues Aided in maintaining security compliance through careful monitoring of mobile device policies
Managed Omnissa Workspace One to ensure optimal functionality and provide user support
Assisted in enhancing customer satisfaction by managing Siebel functionalities effectively Supported data accuracy and reporting improvements within Siebel to aid decision-making Helped streamline workflows by utilizing Siebel features to decrease response times
Facilitated positive client experiences through effective relationship management Supported service improvement by gathering and analyzing client feedback Developed strong client loyalty through focused outreach and assistance initiatives
Facilitated user access to applications by improving Citrix infrastructure Supported system reliability and performance through diligent management of Citrix resources Assisted in enhancing user satisfaction by addressing Citrix-related challenges with effective solutions
Assisted team in enhancing efficiency by utilizing MS Office 97 and 200x tools Supported document quality improvement through effective software feature application Aided in streamlining communication processes by utilizing collaborative tools within applications
Configured and maintained SAP R/3 modules, ensuring seamless integration of business functions and data management
Spearheaded collaboration with cross-functional teams to design and implement innovative Android solutions
Assisted in achieving project goals by utilizing HTML5 technologies Supported the development of web applications that addressed user requirements Contributed to improved user engagement through creative design and functionality
Improved website performance by optimizing CSS for quicker load times Assisted in enhancing user engagement through modern design techniques Supported consistent visual branding across platforms with effective CSS management
Spearheaded collaboration on JavaScript projects to implement interactive features and enhance code efficiency
Implemented Python-based solutions to enhance workflow efficiency and optimize operations
Assisted in deploying Android applications through collaboration with project teams Supported user experience improvements by incorporating feedback into app updates Aided in streamlining development processes to enhance efficiency and reduce time to market
Assisted in deploying iOS applications through project management and teamwork Improved user experience by applying feedback for enhancements Contributed to innovative app features that increased user engagement
Assisted in configuring Cisco 1733x20 routers to improve network performance Supported troubleshooting efforts to enhance connectivity reliability Collaborated with technical teams to maintain smooth network operations
Assisted teams in achieving project goals by supporting communication and collaboration Helped resolve issues proactively to keep projects on track Contributed to improved workflows that enhanced team performance and morale
Assisted in maintaining system reliability by managing Red Hat Linux environments effectively Supported operational efficiency through implementation of best practices in Linux administration Addressed user issues quickly, leading to improved satisfaction with Red Hat Linux support
Facilitated deployment of MS Windows 9x, 2000, and XP to improve user experience and system performance Assisted in reducing software support response times, leading to enhanced user satisfaction Created training materials to help users fully utilize operating system features
Assisted in maintaining smooth operation of Windows Server environments including NT 40, 2000, and 2003 through effective support and management Aided in enhancing server performance by applying upgrades and maintenance procedures Collaborated with team members to troubleshoot and resolve server-related issues
Administered configuration and maintenance of SCO UNIX servers to enhance system stability and user accessibility
Enhanced system reliability by managing HP UNIX platforms effectively Addressed user issues swiftly, boosting satisfaction levels Optimized UNIX system administration processes, improving operational efficiency
Facilitated smooth system operations by managing IBM AIX environments effectively Assisted users by promptly addressing technical issues Supported system reliability through proactive maintenance efforts
Assisted in maintaining system reliability by managing Solaris 10 environments effectively Helped users by promptly resolving Solaris 10 issues Supported streamlined processes for Solaris 10 updates to minimize downtime
Resolved technical issues to support high user satisfaction Assisted in troubleshooting to enhance system performance Implemented best practices in system installation and maintenance to improve operational efficiency
Assisted teams in delivering projects on schedule by managing team interactions and resource allocation effectively Supported project success through active problem-solving and planning Contributed to improved project quality by applying best practices in team collaboration
Assisted in maintaining server uptime through effective management of Acer systems Supported team productivity by simplifying server maintenance tasks Provided dependable server support that reduced downtime and improved operational efficiency
Assisted in installation and maintenance of APC UPS systems to improve system reliability Supported troubleshooting efforts to resolve power supply issues, enhancing operational uptime Collaborated with team members to provide dependable power backup solutions
Facilitated smooth printer operations by supporting installation and maintenance of HP and Oki Data printers Assisted in resolving technical issues quickly to reduce downtime and enhance user productivity Provided training and support to team members on effective printer usage
Directed healthcare teams to achieve optimal patient outcomes and uphold rigorous medical practice standards
Assisted teams in completing projects on schedule and within budget Supported project management efforts by coordinating tasks and resources Contributed to team success through effective communication and collaboration
IBM
Certification
- MobileIron Administrator
- MobileIron Sentry & Authentication
- Basics of Accounting & Finance
- Business Fundamentals
- Business in Global Environment
- Human Resource Development
- Management Essentials
- Organizational Systems Improvement
Military Service
United States Marine Corps, 1987-1991, 0131 Unit Diary Clerk, National Defense Medal, Meritorious Unit Commendation, Good Conduct Medal (2nd Award)
Timeline
Lead Technical Consultant Engineer
Insperity Inc
01.2021 - Current
Senior Support Analyst
Harmony HealthCare IT
07.2019 - 01.2021
Senior Network Support Engineer
AT&T-Global Connectivity & Cloud Platform Operations
05.2016 - 06.2019
Senior Technical Consultant
AT&T-Global Connectivity & Cloud Platform Operations
01.2012 - 05.2016
Senior Technical Consultant
AT&T Server Operations
09.2007 - 12.2011
Systems Analyst Team Leader
WebMD Medical Manager Division
01.1999 - 08.2007
Master of Science - Management Information Technology Management
Colorado Technical University
Bachelor of Science - Business Administration & Management Information Systems
Colorado Technical University
Associate’s degree - general education
University Of Maryland