Timothy Macnamara
Land O Lakes,FL
Summary
Efficient Database support specialist with extensive troubleshooting, customer success, documentation, and project experience with highest volume and resolution metrics.
A challenging database configuration and support position within a fluid technical and project oriented environment where I can utilize my successful problem solving, documentation, and customer service skills with a particular interest in Service Now and client facing databases.
Overview
26
26
years of professional experience
Work History
Technical Writer Documentation Specialist
PARTech.com
Tampa, FL
04.2021 - 12.2025
- Collaborated with cross-functional teams to gather information and clarify requirements to ensure documentation accuracy
- Developed comprehensive user training materials and technical documentation for database products
- PAR OPS, developed 75 Pendo walk-throughs, 125 PDF step-by-steps guides, and 50 How To videos for database tools and functions
- PAR Ai, developed 5 How To user videos for client database tools, and functions
- PAR POS, developed Customer Support training plan, trainer documentation and trainee documentation for our largest client with over 10,000 stores
- Created emergency process and documentation training for our largest client with over 10,000 stores
Data Central Database Support Specialist
Restaurant Magic
Tampa, FL
04.2016 - 04.2021
- Supported client admins and C-Suite users in setup, configuration, and maintenance of Data Central databases and functions
- Supported all database functions such as Payroll, Forecasting, Inventory, Purchasing, Invoicing
- Tested new database releases and supported client admins in implementation and rollovers to new database versions and updates
- Top L2 database support specialist in excess of 700 inquires per year volume and over 85% resolution metrics.
SAP New Business Specialist
Intel Corporation
Folsom, CA
08.2003 - 09.2005
- Worked with product owners to implement, and support over 7 new SAP applications into global SAP environment
- Negotiated Service Level Agreements, policies, procedures with partners and customers
- Supported over 7 SAP applications and over 500 global users
JDA I2 Support Specialist
Intel Corporation
Folsom, CA
06.2002 - 09.2005
- Created and managed new global support desk for i2 Demand Manager and Planner, responsible to over 90% of Intel revenue
- Negotiated Service Level Agreements, policies, procedures with business partners and customers
- Authored training materials and trained new users and departments
- Tested new database releases, performance updates, patches, and enhancements
- Supported global Business Annalists and C-Suite users in data location, validation, and accuracy
- Part of team facilitating cost savings in excess of $200 million year 1 and $500 million years 2 and 3
Remedy Control Analyst
Intel Corporation
Folsom, CA
10.2001 - 06.2002
- Represented over 30 product and service owners and over 10 service desk teams along with their expectations and requirements for global Remedy implementation project
- Negotiated data and usability disputes between product owners, service owners, support desk teams
- Authored training materials and trained new users and departments
- Developed and maintained database tables, data integrity, routing, policies, and procedures
- Part of a 7 person team enabling a successful Remedy implementation resulting in over $50 million in ongoing yearly savings
- Developed and implemented over 25 process improvements to streamline data management and analysis workflows
Information Security Technical Writer and Instructor
Intel Corporation
Folsom, CA
04.2001 - 10.2001
- Designed and delivered instructor training materials for Information Security used to train over 60,000 Intel employees
- Reduced security violations by over 27% in the first year through Information Security course materials and instruction
- Part of a small team reducing employee technical support calls resulting in over $3 million in yearly savings
- Intel-U Instructor for 3 classes and over 2,000 new employees
IT Help Desk Supervisor
Intel Corporation
Folsom, CA
08.2000 - 04.2001
- Team lead and supervisor for 14 person help desk team supporting global and C-Suite users
- Supported team members and customers as the only escalation path for off hours technical support
- Developed employees through technical instruction, interpersonal coaching, career path development, and reviews
- Improved customer satisfaction levels for after hour weekend support inquires by over 50% for solution and satisfaction metrics
L1 and L2 IT Support Desk
Intel Corporation
Folsom, CA
06.1999 - 08.2000
- Diagnosed and resolved hardware and software issues for global user group and C-Suite users
- Top L1 performer for over 180 L1 techs in volume and resolution metrics
- Top L2 performer out of 15 L2 techs; volume and resolution metrics, while maintaining top 10% performance out of over 225 L1 techs volume and resolution metrics
- Reduced global IT service desk costs through properly serviced user challenges
- Coached L1 techs on support and resolution process and techniques
Skills
- Database support
- Problem-solving
- Customer service
- Customer success
- Remote support
- Teamwork and collaboration
- Excellent communication skills
- Friendly, positive attitude
- Technical writing specialist
- Process mapping
- Documentation
- CRM
Timeline
Technical Writer Documentation Specialist
PARTech.com
04.2021 - 12.2025
Data Central Database Support Specialist
Restaurant Magic
04.2016 - 04.2021
SAP New Business Specialist
Intel Corporation
08.2003 - 09.2005
JDA I2 Support Specialist
Intel Corporation
06.2002 - 09.2005
Remedy Control Analyst
Intel Corporation
10.2001 - 06.2002
Information Security Technical Writer and Instructor
Intel Corporation
04.2001 - 10.2001
IT Help Desk Supervisor
Intel Corporation
08.2000 - 04.2001
L1 and L2 IT Support Desk
Intel Corporation
06.1999 - 08.2000