Timothy Lauing
Bloomingdale,IL
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Seasoned Desktop Support Analyst with background in providing comprehensive technical support and troubleshooting. Strengths include diagnosing hardware and software issues, maintaining IT infrastructure, and implementing system improvements. Proven track record of enhancing system performance, ensuring user satisfaction and minimizing downtime.
Overview
25
25
years of professional experience
Work History
Senior Desktop Support Analyst
AIM Specialty Health/Wipro
01.2020 - 01.2024
- Lead transition from AIM to Carelon and created a centralized desk top support center, which is used for new assets are deployed and old asset reclaim
- Trained a team of 8 new and current employees on how to build, repair, and decommission laptops and desktop computers including imaging computers with the correct custom image and educating on company service expectations
- Providing Level 2 and 3 support by communicating with employees and providing timely service to meet the company’s and employee’s needs
- Utilized software such as Druva, Altiris, BomGuard, Service Now, TrendMicro Console, Cisco Any Connect, RSA, Avaya workspace, and Active Directory
Executive Desktop Support
Cancer Center of America
01.2020 - 12.2020
- Mobile Device Management using JAMF for reimaging IPad’s for redistribution
- Provided support for PC and Mac products
- Provided level 2 and 3 support to meet company and employee expectations
Executive Desktop Support
Sensient Technology
01.2019 - 12.2020
- Relied upon to perform set up procedures and maintenance up mobile decided including iPhones, IPads, and Android devices
- Performed level 2 and 3 on-site IT support and guidance during company projects and changes
- Trusted to take on call center and triage tasks, and provided accurate and quick responses in troubleshooting and repair.
- Built new-hire profiles using AD, JD Edwards, Cognos, Peoplesoft, VIP Access, Intelligence Hub, and utilized Secret Server to copy profiles.
Executive Desktop Support
Global Brass
01.2018 - 12.2019
- Ensured entry badges were created promptly for new employees and company visitors
- Set up software, installed and maintained Axis Security Camera System
- Utilized AD and Mainframe to create new hire profiles
Astellas Desktop Support/Executive Desktop Support
IBM
01.2017 - 12.2018
- Heavily relied upon to take on and create fixes for difficult repairs that would have taken a long period of time to fix
- Introduced, setup, and defined multiple programs within the company such as iCan Genus Bar Operations, MOBI for IPad and IPhone support, and FTK Triage to create guideline for legal hold data collection
- Created a remedy for IT ticket tracking system issue, and guided a new team lead on how to better manage employees (ex: assigning tasks that play into employee strengths), and ways to simplify tasks
- Used Windows 10, SCCM, 365, SharePoint, Pulse VPN WebEx, Visio, and SAP
Executive Desktop Support within Baxter/Baxalta
Pinnacle/Unisys/UTI/Baxter
01.2013 - 12.2016
- Provided IT support for Baxter then provided support during and after the Baxter/Baxalta company merge using SRMS and Remedy Ticket
- Performed physical repair, such as replacing motherboards, screen, etc., to Dell/Lenovo laptops and performed pre and post repair diagnostics to ensure problems that was present was fixed correctly
- Responsible for updating laptops from Windows XP to Windows 7 then from Windows 7 to Windows 10
- Imaged desktops, laptops, and Surface Pros with custom image to meet companies needs
PC Hardware Deployment/Build Technician
Exelon/ComEd
01.2012 - 12.2012
- Build and deployed 530 HP Desktops and programmed 530 IP Polyphones within 3 months
- Aided in design of small imaging to mass imaging of PCs
- Created map to assist in locating devices such as computers, IP phones, and multimedia boards using wall plate IDs to improve productivity
- Relied upon to make recommendations to help reduce failure rates, improve effectivity of call center, storage and deployment of devices, security policy for imaging, and disaster recovery program
- Aided in the crating a team that was efficient, confident, and accurate which allowed the company to take on more work than projected
Owner/ Director of Operations and Sales
Elite Tree & Turf
01.1999 - 12.2008
- Increased annual sales from $50,000 to over $850,000 throughout years of operations
- Hired & managed up to seven employees and trained employees on how to execute jobs correctly, safely, and efficiently
- Responsible for marketing and promotion of business buy using websites, direct mail, print advertising, and networking
- Utilized Quickbooks software for invoicing, accounts payable, accounts receivable, and payroll transactions
Education
Associates Degree - Computer Information Technology
College of Dupage
Glen Ellyn, IL05.2012
Skills
- Microsoft Windows 11
- Microsoft 0365
- A Certification
- Windows OS client installation
- Monitoring
- Change Management
- Disaster Recovery
- Remote access
- Active Directory
- Group Policy
- Intune
- Introduction to Azure Services
- ITIL Best Practices Knowledge
- JAMPH Implementation Skills
Timeline
Senior Desktop Support Analyst
AIM Specialty Health/Wipro
01.2020 - 01.2024
Executive Desktop Support
Cancer Center of America
01.2020 - 12.2020
Executive Desktop Support
Sensient Technology
01.2019 - 12.2020
Executive Desktop Support
Global Brass
01.2018 - 12.2019
Astellas Desktop Support/Executive Desktop Support
IBM
01.2017 - 12.2018
Executive Desktop Support within Baxter/Baxalta
Pinnacle/Unisys/UTI/Baxter
01.2013 - 12.2016
PC Hardware Deployment/Build Technician
Exelon/ComEd
01.2012 - 12.2012
Owner/ Director of Operations and Sales
Elite Tree & Turf
01.1999 - 12.2008
Associates Degree - Computer Information Technology
College of Dupage
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