Timothy Howard
Monroe,MI
Summary
Dedicated Support Technician with ~6 years of experience providing exceptional technical assistance and troubleshooting solutions. Proven track record of delivering timely and effective support to enhance user satisfaction and optimize operational efficiency. Seeking a role in software support and IT at Universal Logistics to leverage expertise in delivering excellence in customer service and technical support.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Tier 2 Support Technician
White Cup Solutions
09.2018 - 04.2024
- Provide technical support for the Tour de Force CRM product
- Provide IT and SQL database management consultation
- Schedule and perform SQL Server, IIS Server, and CRM server migrations and upgrades
- Assist with Microsoft Office 365 migrations and configuration
- Provide incident management and problem management with the CRM product
- Provide technical support for Windows environment issues
- Work with CMD prompt and managing TdF CRM services and Windows scheduled tasks.
Repack
Best Buy Distribution
08.2012 - 09.2018
- Coach and train employees
- Lead a team to meet high demands during peak seasons
- Receive retail goods from vendors for processing
- Process retail goods for shipment
- Process returned items and assess for damage while following SOP
- Process orders and ship goods via ecommerce site.
Education
Incomplete - Bachelor of Science in Cybersecurity and Information Assurance, information technology, network infrastructure and cyber security
Western Governors University
04.2020
Skills
- Customer Relationship Management (CRM)
- Microsoft SQL Server
- Microsoft Windows OS
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Microsoft Office 365
- Microsoft IIS
- Cloud Computing
- IT Virtualization
- Team Leadership
- Excellent Verbal and Written Communication Skills
- Excellent Customer Service Skills
- Proficient Ability to Multi-Task
- Excellent Analytical Skills
- Technical Proficiency
- Hardware Expertise
- Troubleshooting Skills
- Customer Service
- Team Collaboration
- Remote Support
- Operating System Knowledge
- Software Installation
- Security Protocols
Certification
- Zendesk Customer Service Professional Certificate
- Serving Customers Using Social Media
- Customer Service: Problem-Solving and Troubleshooting
- Customer Service: Handling Abusive Customers
- Customer Service Foundations (2020)
- SQL Essential Training
- Creating Positive Conversations with Challenging Customers
- Building Rapport with Customers
- Programming Foundations: Databases
- Top Five Things to Know in SQL
- SQL for Data Analysis
- SQL Queries Made Easy
- Nail Your SQL Interview
- Explore a Career in SQL Development
- Choosing a Database: PostgreSQL, MySQL, Mongo, and Cloud
- ITIL Foundation Certificate in IT Service Management
- CompTIA Project+
- Microsoft SQL for Beginners
- Networking Fundamentals
- CIW Site Development Associate Certification (In Progress)
Projects
- Server Migrations, As a key member of the Support team at White Cup Solutions, spearheaded multiple successful server migration projects aimed at optimizing performance, enhancing security, and improving scalability. Led the end-to-end migration process from legacy servers to modern infrastructure, ensuring minimal downtime and uninterrupted service for internal and external stakeholders.
- Software Upgrades, As a dedicated IT professional at White Cup Solutions, led several comprehensive software upgrade projects for the Tour de Force software, a leading customer relationship management (CRM) and sales force automation (SFA) software solution. Successfully orchestrated the seamless transition from an outdated version to the latest release on the backend server, enhancing system functionality, performance, and user experience for internal stakeholders and customers.
Timeline
Tier 2 Support Technician
White Cup Solutions
09.2018 - 04.2024
Repack
Best Buy Distribution
08.2012 - 09.2018
Incomplete - Bachelor of Science in Cybersecurity and Information Assurance, information technology, network infrastructure and cyber security
Western Governors University
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