Timothy Jones
IT Support Specialist
Windsor,CT
Summary
Innovative IT Support Specialist with 26 experience in selecting, implementing and maintaining diverse technical equipment for healthcare, banking and insurance companies across the North East. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce client related concerns to adopting new technology.
Overview
26
26
years of professional experience
6
6
years of post-secondary education
Work History
IT Support Specialist
DecisionOne Corporation
Havertown, PA
10.2010 - Current
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Created help desk tickets, troubleshot and resolve desktop, server and networking issues.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Answered questions and provide information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Delivered onsite technical support for 100+ companies.
Field Systems Engineer
Allscripts-Misys Healthcare Solutions
Raleigh, NC
10.1998 - 10.2010
- Installed, managed and maintained Healthcare Data Systems, including Electronic Medical Records and Practice Management systems at 200+ healthcare providers across the North East.
- These Healthcare systems include servers, wired and wireless network infrastructure, workstations and printers.
- Trained client's staff on daily operation of their IT infrastructure and access to mission critical healthcare applications.
- Identified potential problems or risks and coordinated appropriate corrective actions.
- Worked with Sales Engineering, to build custom sales contracts based on client needs.
- Updated and maintained client infrastructure based on OEM specifications. Manufactures such as Microsoft, Dell, IBM, HP, Cisco, SonicWall, Ubiquity and many more.
- Recommended design changes, upgrades and replacements to improve systems performance.
- Performed onsite and remote systems analysis, to assess and resolve complex application issues for clients and end users.
- Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures.
- Scheduled service calls according to customer location and urgency of need.
Education
Associate of Science - Information Systems
Charter Oak State College
New Britain, CT 02.2013 - 08.2017
Degree in Computer & Industrial Electronics - Computer & Industrial Electronics
Porter And Chester Institute - Rocky Hill
Rocky Hill, CT 09.1997 - 10.1998
Skills
Veritas Backup and Data Recovery
Desktop and Server Support
Hardware and Application Support
Network Infrastructure Support
Proficient with Dell, Lenovo, SonicWall & Ubiquity
Proficient with Windows 10 & 11, Windows Server 2008 - 2019
Active Directory Management & Migrations
Customer Service Expert
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
Affiliations
First Church Windsor (Member)
- Board of Deacons - 2018-2022
- Charitable Giving Committee - 2019-Present
Boy Scouts of America
- Cub Scouts Den Leader (Pack 203) - 2018 -2022
- Scout Leader / Assistant Scout Master (Troop 149) 2022 - Present
- Highlight Trip Coordinator - 2022 - Present
- Treasurer (Troop 149) 2025
2005 Allscripts-Misys Healthcare Systems Presidents Award winner
This Presidents Award was given for:
- Commitment to excellence
- Exceptional efforts that enhanced the quality of our client's businesses
- Special performance that has clearly demonstrated service above and beyond the normal requirements of the position that has inspired excellence in others
- Extraordinary leadership that has influenced or accelerated positive change within the company
- Innovation and creative initiatives
Timeline
Associate of Science - Information Systems
Charter Oak State College
02.2013 - 08.2017
IT Support Specialist
DecisionOne Corporation
10.2010 - Current
Field Systems Engineer
Allscripts-Misys Healthcare Solutions
10.1998 - 10.2010
Degree in Computer & Industrial Electronics - Computer & Industrial Electronics
Porter And Chester Institute - Rocky Hill
09.1997 - 10.1998