Timothy Hoistion
Watertown,NY
Summary
Dynamic Service Desk Manager at Cognizant Technical Solutions with a proven track record in incident management and process improvement. Enhanced team performance through effective leadership and training, achieving a significant increase in First Call Resolution rates. Skilled in ServiceNow and adept at fostering collaboration, driving operational excellence, and ensuring high customer satisfaction.
Overview
19
19
years of professional experience
Work History
Service Desk Manager
Cognizant Technical Solutions
10.2014 - 05.2023
- Extensive experience utilizing the ServiceNow ticketing system including incidents, requests, escalations and providing training for less experienced technicians.
- Worked with Celgene’s internal ServiceNow development team to provide detailed new feature requests used to support the business.
- Created, escalated, and tracked Level 1, 2, and 3 incidents, as well as worked on teams to resolve business-critical issues.
- Increased team performance and morale through active daily leadership, mentorship, and modeling best practices.
- Encouraged an atmosphere of cooperation where experienced technicians regularly volunteered to assist newer technicians who appeared to be having trouble.
- Regularly reviewed and streamlined service desk procedures, eliminating inefficiencies and assuring that our SLA’s and KPI’s were met consistently.
- Participated in the implementation of new processes with clear, actionable training materials, reducing training time for existing staff and minimizing onboarding time for new technicians.
- Served as an escalation point for complex technical issues, ensuring timely resolution and communication between teams and end-users.
- Installed and supported common support platforms such as Cisco AnyConnect VPN, DUO and Microsoft MFA, Hotspots and other off-campus connection tools used by remote users.
- Worked as the SME for Android phones as well as the security policies, remote data wipes, password changes and other routine tasks applied to the company owned devices.
- Redesigned and coordinated Celgene’s high-risk travel approval program, contributing to risk mitigation and user awareness initiatives.
- Participated in the maintenance of our ServiceNow Knowledgebase with regular article submissions and updates, expanding available self-help resources for analysts and technicians.
- Raised First Call Resolution rate by developing and distributing pre-scripted solutions and boilerplate email templates for common issues, reducing callbacks and handling time.
- Redesigned international travel IT hardware process, cutting average approval time from over 30 days to under 5 business days.
Website Builder
TimH Web Design and Build Me A PC Computers
02.2012 - 08.2018
- Founded and operated two successful technology services businesses focused on web design, PC custom build and repair, and network infrastructure for nonprofit clients across Northern New York.
- Delivered custom-built websites and IT solutions to 501(c)(3) organizations, improving their digital reach and operational efficiency.
- Oversaw all phases of the business including sales, service delivery, graphic design, and post-project follow-up to ensure client satisfaction.
- Trained and guided a distributed team of international contract developers, improving turnaround time and maintaining high quality standards.
- Met regularly with clients after delivery to gather feedback, address revisions, and ensure long-term usability of solutions.
- Provided strategic input to the sales team on emerging technologies, enhancing their ability to close deals and meet client needs.
Service Desk Consultant (Temporary)
Sanofi-Aventis
03.2014 - 09.2014
- Supported seamless transition of Service Desk operations to a European-based center by stabilizing SLAs and maintaining service continuity during restructuring.
- Played a key role in retaining critical technical expertise by assisting with strategic offboarding and identifying staff essential to continued operations in Bridgewater.
- Provided targeted deskside coaching to newly hired analysts, improving their technical confidence and reducing error rates.
- Delivered VIP-level support through remote and phone-based troubleshooting, ensuring high satisfaction from executive users.
- Actively monitored high-severity incidents, escalating and collaborating with infrastructure teams to drive swift resolution within SLA timeframes.
- Collaborated with third-party vendors and internal service partners to resolve escalated technical issues efficiently and accurately.
- Supported management in reporting and analytics, providing insights that improved operational decision-making and performance tracking.
- Contributed continuous improvement efforts by updating and expanding the knowledge base with current, practical solutions and best practices.
- C3i Solutions
Customer Service Manager
Scoles Floorshine Industries
08.2007 - 02.2012
- Directed front-line customer service and technical support operations, including recruiting, training, and supervising staff to meet KPIs.
- Improved core metrics such as First Call Resolution, average talk time, and hold times through performance analysis and targeted coaching.
- Designed call scripts and boilerplate email templates, improving communication consistency and customer satisfaction.
- Collaborated with shipping and service departments to ensure prompt and accurate handling of service and support requests.
- Provided individualized coaching to underperforming representatives, contributing to improved team-wide service quality.
- Developed flexible staffing schedules based on call volume, ensuring coverage while optimizing labor costs.
- Monitored calls to assess technical accuracy, compliance, and professionalism, using findings to refine training programs.
- Standardized procedures across the department, increasing efficiency and reducing repeat issues.
Manager, eCommerce Customer Service Call Center
Effex Media
09.2004 - 07.2007
- Recruited, developed, and retained a high-performing team to support rapid business growth in the eCommerce sector.
- Set and achieved ambitious performance goals for speed, quality, and service, improving customer satisfaction and repeat business.
- Delivered ongoing training and deskside coaching, resulting in measurable improvements in representative performance.
- Acted as liaison between management, support teams, and third-party providers to resolve issues and align service standards.
- Conducted trend analysis and presented actionable insights to leadership, influencing process and policy decisions.
- Monitored live and recorded customer interactions to improve quality assurance, reduce errors, and ensure compliance with company standards.
Skills
- Adaptability
- Documentation
- Process Improvement
- Analytical skills
- Incident management
- Recruiting
- Call Monitoring and Scoring
- IT service management
- Relationship building
- Change management
- Key Performance Indicators
- Reporting
- Collaboration
- Leadership
- Root cause analysis
- Communication
- Management
- Service Level Agreements
- Metrics Tracking
- ServiceNow
- Consensus Building
- MFA
- Soft skills
- Continuous improvement
- Microsoft O365
- Supervision
- Continuous Quality Improvement
- Onboarding
- Testing
- Customer relationship management
- Performance monitoring
- Ticketing systems
- Workflow Optimization
- Planning
- Time management
- Customer Service
- Policy Creation and Modification
- Training
- Reasoned Decision Making
- Presentations
- VPN
- Demonstrations & Training
- Problem solving
Timeline
Service Desk Manager
Cognizant Technical Solutions
10.2014 - 05.2023
Service Desk Consultant (Temporary)
Sanofi-Aventis
03.2014 - 09.2014
Website Builder
TimH Web Design and Build Me A PC Computers
02.2012 - 08.2018
Customer Service Manager
Scoles Floorshine Industries
08.2007 - 02.2012
Manager, eCommerce Customer Service Call Center
Effex Media
09.2004 - 07.2007