Tim Soderberg
Unisys
Firestone,CO
1
Certification
28
years of professional experience
To apply my Information Technology education, skills, and experiences to business operations. To utilize my problem-solving abilities to ensure smooth IT operations. To express my Customer Service abilities to allow end-users and vested parties to feel they have an advocate.
Work History
Field Technician
9 Years 7 Months- Mentored Field Services on break/fix and environmental procedures as part of Center of Excellence.
- Reviewed checklists for new computer setups to ensure compliance.
- Handled HyperCare Support for major global projects as part of the Center of Excellence.
- Developed and refined processes and procedures for the client and Field Services as part of the Center of Excellence, including training Field Services and creating knowledge articles.
- Provided technical support as a Field Technician to over 400 users, addressing hardware and software issues.
- Expert support of Mac OS X (Ventura, Sonoma, Sequioa, Tahoe)
- Managed more than 90% of field work.
- High level support of Jamf software distribution
- Support of Sentinel One and Netskope
- Support of AD environments
- Performing support during the transitional period for Omnicom as they move multi-AD environments to a centralized support environment.
- Tasked as a Mentor (Center of Excellence) to be a guide to the environment and proper break/fix and environmental procedures for all Field Services.
- As part of the Center of Excellence, conducting audits of Checklists completed for all new computer setups.
- As part of the Center of Excellence, participated in and managed HyperCare Support for major Global projects.
- Managed daily queue with regular updates to tickets, ensuring compliance with SLA and OLA.
Operations Supervisor
10 Years 10 Months- Supervised staff of 4 direct reports in 3 cities and 12 indirect reports across the U.S. and Canada, handling staffing, time billing, advancement, and performance.
- Supervised 13 direct reports, managing scheduling, time billing, advancement, and performance.
- Achieved 70% first call resolution rate and maintained 15–20 second answer time for Solution Center.
- Supervised 14 direct reports and supported over 3000 direct users across 3 local locations.
- Led Field Tech from 2005 – 2007 in Chicago. Responsible for queue management, hardware and software repairs for over 3000 Users. Closed over two times as many tickets as fellow technicians.
- Service Level Agreement management for Chicago Field Team and Solution Center.
- Oversaw ticket queue for timely resolution of customer issues.
- Project Manager for Chicago based projects and for Enterprise-wide based projects
- Developed and presented reports following project completion, focusing on customer satisfaction and actual effectiveness compared to projections.
- Personally directed Customer contact for Chicago and surrounding areas.
- Conducted advanced reporting on SLA, queue management, and technician performance for the Global Director of Field and Solution Center.
Technical Services Manager
1 Year- Managed daily activities including bookkeeping, spare parts ordering/receiving, and customer care, ensuring cost control and sales alignment.
- Facilitated duty and repair orders to maintain workflow efficiency.
- Assisted Regional Managers in special projects involving the region’s Technical Services Departments
- Assisted Regional Managers with special projects to enhance operations within region’s Technical Services Departments.
- Trained Regional and General Managers on processes and procedures for Technical Services, fostering consistency and understanding.
- Duty and repair ordering assignments
Lead Technician
5 Years 11 Months- Performed over 75% of all repairs brought to the Schaumburg store
- Aided Manager in organizing schedules and budgets to improve customer service.
- Performed onsite repairs of computer systems and home networks to ensure functionality
- Installed, configured, and repaired computer hardware daily to maintain service standards
- Performed troubleshooting and repair on all Windows environments, concentrating on Windows XP and Windows 2000
Education
- Major in Chemistry, Minor in Biology
Skills
Microsoft OS expertise
Windows XP certification
Mac OS proficiency
PC/Mac hardware expertise
Cloud platform proficiency
File sharing solutions
Authentication systems
A+ Certified
Mac OS and Hardware certified for 2020
Certified in workstation setups
Email platform expertise
User relationship management
Team communication
Leadership experience
ITIL certification
Certification
ITIL v2 Practitioner in Service Delivery Management
Timeline
Field Technician
Unisys
01.2017 - CurrentRead More
Operations Supervisor
Re: Sources USA
10.2005 - 08.2016Read More
Technical Services Manager
CompUSA
10.2004 - 10.2005Read More
Lead Technician
CompUSA
11.1998 - 10.2004Read More
Illinois State University
from Major in Chemistry, Minor in Biology
Read More