Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TIMOTHY COOKE

Trumbull,CT

Summary

Highly skilled and accomplished IT Support Manager with expertise in security, technology, desktop support, network/telecommunication and mobile device support covering 500 users, along with a focus on system integrity and reliability. Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.

Overview

25
25
years of professional experience
1
1
Certification

Work History

IT Senior Manager

Eagle Leasing Company
2024.03 - 2024.06
  • Championed innovation within the organization by staying current on emerging technologies and identifying potential applications for business growth.
  • Boosted customer satisfaction by overseeing responsive IT help desk operations and timely issue resolution.
  • Managed vendor relationships to negotiate contracts, secure cost-effective services, and maintain high-quality support for the organization.
  • Oversaw hardware and software procurement, ensuring the acquisition of reliable technologies that met organizational needs.
  • Optimized network performance by conducting thorough assessments and implementing necessary improvements.
  • Updated customers and senior leaders on progress and roadblocks.

IT Manager

Club Quarters Hotel
2022.11 - 2024.03
  • Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.Maintain and support 16 hotels from London to San Francisco plus 2 corporate HQ locations
  • Project management for several large projects such as Windows updates, setting up a full Help Desk and new remote-control software
  • Created SLAs, SOPs and Policies & Procedures documentation for IT department
  • Support credit card devices, kiosks and telephone systems
  • Manage relationships with telecommunications, purchasing, Microsoft and Apple vendors
  • Maintain and manage inventory and assets.
  • Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.

Help Desk Manager

Optimus Health Care
2019.01 - 2022.11
  • Run and maintain the daily operations of the Help Desk team as well as help troubleshoot
  • Hardware/software purchasing, research and administration
  • Audit and clean up of AD, print servers, several different software/hardware
  • Manage department of 7 IT employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1-3 IT support to non-technical internal users through desk side support services.
  • Recruited, trained and supported help desk technicians and representatives.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.

Senior Help Desk Support Analyst

Community Health Center
2016.03 - 2018.12
  • Provide user support for 300 nursing personnel and on-site users in five buildings and 12 schools
  • Respond to and resolve issues covering hardware, software, servers, connectivity, and workstation issues
  • Work with ticketing system and prioritize jobs based upon operational impact
  • Focus efforts on one-stop service solutions, system reliability, security, and integrity
  • Establish collaborative working partnerships with the user community.
  • Trained junior help desk analysts, enhancing team knowledge and strengthening skills.
  • Adapted quickly to new software and hardware systems, maintaining a high level of technical expertise.

Help Desk Manager

Unimin Corporation
2009.01 - 2016.03
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Successfully migrated legacy systems to modern platforms without disruption to daily operations or loss of critical data.
  • Implemented cutting-edge technologies to facilitate internal communication and collaboration among team members.
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.
  • Wrote strategic business plans outlining need for departmental information technology resources.
  • Managed life cycle replacement of hardware and software.
  • Understood key product management roadmap objectives and requirements to develop product technology strategy.
  • Oversaw IT department operations and training.

Technical Support Engineer

Unimin Corporation
1999.06 - 2009.01
  • · Provided multiple IT support functions including creation of user accounts, set-up of security policies (using Active Directory), server administration, upgrades including HP servers, KVM installs, TSM back-up and restore, and installing of patches
  • · Updated records and handled asset management by assigning users via Absolute Management
  • · Managed the full set-up and testing of IT equipment to new locations for over 1,300 employees
  • · Managed and supported telecommunications, mobile and audio/visual equipment
  • · Managed Lotus Notes ticketing system
  • · Provided executive management support
  • · Resolved software, hardware, and connectivity issues
  • · Helped changed the paradigm of IT from a cost center to a value-added function
  • · Aligned IT support with broader strategic objectives and the needs of business units
  • · Combined project management skills with cross-functional communication to build consensus and support for shared goals
  • · Attended weekly and monthly meetings to provide input into strategic plans and to use business unit feedback as a baseline for continuous quality improvement

Education

Bachelor of Arts in PSYCHOLOGY -

SACRED HEART UNIVERSITY
Fairfield, CT

Norwalk Community Project Management -

NORWALK COMMUNITY COLLEGE
Norwalk, CT

Skills

  • Active Directory
  • Audio/Visual & Mobile Devices
  • Workstation Set-Up
  • Cloud Hosting
  • Learning AI in the workplace
  • Print Service Management
  • Microsoft Office Suite (Excel, Word, Outlook)
  • IT Asset Management
  • Technical Troubleshooting
  • IT Procurement
  • Mobile Technologies
  • Project Leadership
  • User Support
  • Project Planning
  • Analytical Thinking
  • Staff hiring
  • Attention to Detail
  • Task Prioritization
  • Team building
  • Time Management
  • Professionalism
  • Hardware/Software Installs
  • Meeting & File Sharing Software
  • Office 365 Administration
  • Disaster Recovery
  • Remote Access Tools
  • Security Administration
  • Strategic Planning
  • Leadership and Continuous Improvement
  • Team Facilitation
  • Goal Setting/Performance Measurement
  • Project Coordination
  • Client-Focused Partnerships
  • Troubleshooting/Diagnostics
  • One-Stop Service Solutions
  • Relationship Management
  • Continuous Quality Improvement

Certification

  • Help Desk Analyst Course – HDI
  • Help Desk Senior Analyst Course – HDI
  • Help Desk Manager Course – HDI
  • A+ Certification Course – HDI
  • HP Repair Certified – HP

Timeline

IT Senior Manager

Eagle Leasing Company
2024.03 - 2024.06

IT Manager

Club Quarters Hotel
2022.11 - 2024.03

Help Desk Manager

Optimus Health Care
2019.01 - 2022.11

Senior Help Desk Support Analyst

Community Health Center
2016.03 - 2018.12

Help Desk Manager

Unimin Corporation
2009.01 - 2016.03

Technical Support Engineer

Unimin Corporation
1999.06 - 2009.01

Bachelor of Arts in PSYCHOLOGY -

SACRED HEART UNIVERSITY

Norwalk Community Project Management -

NORWALK COMMUNITY COLLEGE
  • Help Desk Analyst Course – HDI
  • Help Desk Senior Analyst Course – HDI
  • Help Desk Manager Course – HDI
  • A+ Certification Course – HDI
  • HP Repair Certified – HP

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TIMOTHY COOKE