Timothy Odoms
Technology Support Specialist II
Edinburg
Summary
Highly skilled professional with exceptional communication abilities and extensive experience collaborating with all levels of an organization. Proven track record in troubleshooting and problem-solving, with a strong aptitude for negotiation and training. Adept at fostering teamwork and driving collective success through effective collaboration and leadership.
Overview
19
19
years of professional experience
2
2
Certifications
Work History
Technology Support Specialist II
UTRGV
08.2015 - Current
- Acted as a liaison between end users and IT departments to collect and relay vital information, resolve incidents, complete requests, and manage escalations.
- Participated in collecting feedback on new software, apps, and services for IT to be delivered to potential vendors via RFP.
- Engaged with 3rd party vendors to troubleshoot vendor related issues with installation or utilization of software and apps.
- Troubleshot complex technical issues effectively by drawing upon extensive knowledge of system architecture and industry best practices.
- Enhanced customer satisfaction with prompt resolutions to technical inquiries via phone, email, or in-person assistance.
- Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
- Reduced downtime by proactively identifying potential system problems and implementing preventive measures.
- Collaborated with cross-functional teams to identify opportunities for process improvements and implement strategic solutions accordingly.
- Provided exceptional support during high-profile projects, contributing expertise on technology requirements and implementation strategies while meeting tight deadlines.
- Evaluated emerging technologies for potential incorporation into company systems, staying abreast of industry trends to maintain competitive advantages in service offerings.
- Assisted in development of department security protocols.
General Manager of Food Service
Stars Restaurants
08.2023 - 04.2024
- Turned around business that was losing 30% a month to profit of 5% in 6 months.
- Developed strong relationships with local suppliers for fresh ingredients, resulting in higher quality dishes and improved customer feedback.
- Ensured compliance with health and safety regulations through regular inspections, staff training, and process improvements.
- Increased customer satisfaction by implementing effective staff training and performance management programs.
- Cultivated an inclusive workplace culture that encouraged teamwork, promoted diversity, and supported professional growth opportunities for all employees.
- Created a positive dining atmosphere by maintaining high standards of cleanliness and organization throughout the establishment.
- Managed financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
Billing Specialist Level 5
Time Warner Cable
09.2011 - 08.2015
- Mentored junior billing specialists, sharing best practices and fostering a collaborative work environment.
- Contributed to process improvements within the department by actively participating in brainstorming sessions, offering suggestions, and implementing approved changes.
- Conducted thorough audits of client accounts to identify discrepancies, enabling prompt resolution of any issues.
- Proactively identified potential billing issues by regularly reviewing contract terms and conditions for accuracy and consistency.
- Participated in regular training sessions, staying up-to-date with the latest industry trends, tools, and best practices, ultimately enhancing job performance.
Escalation Supervisor
Dish Network Corp
02.2008 - 10.2010
- Negotiated with customers to find proper solutions, including contract termination, extensions, or replacements to provent Better Business Bureau complaints.
- Boosted team productivity by providing thorough training and ongoing support to staff members.
- Safeguarded the company''s reputation by maintaining a high level of professionalism and integrity in all interactions with customers, colleagues, and external partners.
- Influenced long-term customer loyalty by demonstrating empathy and understanding during difficult situations, providing tailored solutions to meet individual needs.
- Increased employee retention rates with targeted coaching, mentoring, and performance evaluations for the escalation team.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
Master Trainer
Dish Network Corp
05.2005 - 02.2008
- Championed initiatives that nurtured a culture of learning throughout the company, empowering employees to take ownership of their professional growth and development.
- Consistently maintained high evaluation scores from trainees due to effective instruction and a keen focus on individual needs.
- Collaborated with fellow trainers to develop comprehensive curriculums for various programs, resulting in higher trainee satisfaction rates.
- Facilitated hands-on workshops that allowed participants to practice newly acquired skills in a supportive environment.
- Contributed insights towards revising existing course content based on participant feedback and industry developments, keeping our programs up-to-date and relevant.
- Conducted regular performance assessments and provided constructive feedback, fostering trainees'' professional growth and development.
- Managed complex schedules and logistical arrangements for large-scale training events, ensuring seamless execution of all program components.
- Maintained standardized training programs by providing comprehensive in-house training to 900 new employees and 30 newly graduated and hired officers.
Education
No Degree - Cybersecurity
CompTIA
Online 05.2001 -
MBA - Information Security
University of Texas At Tyler
Tyler, TX 05.2001 -
Bachelor of Science - Sociology
Excelsior University
Albany, NY 05.2001 -
Associate of Science - Information Technology
Central Texas College
Killeen, TX 05.2001 -
Skills
Staff education and training
Teamwork and Collaboration
Problem-Solving
Excellent Communication
Self Motivation
Application support
Remote Desktop Support
Cybersecurity best practices
Customer service expert
Technical Troubleshooting
Certification
CompTIA Security +
Special Assignments
Current UTRGV Staff Senator
Previous co-chair for UTRGV IT Advisory Counsel.
Admin for Financial Discord group with 17,000 members.
Timeline
General Manager of Food Service
Stars Restaurants
08.2023 - 04.2024
CompTIA Security +
05-2022
ITIL® Foundation Certificate in IT Service Management
12-2015
Technology Support Specialist II
UTRGV
08.2015 - Current
Billing Specialist Level 5
Time Warner Cable
09.2011 - 08.2015
Escalation Supervisor
Dish Network Corp
02.2008 - 10.2010
Master Trainer
Dish Network Corp
05.2005 - 02.2008
No Degree - Cybersecurity
CompTIA
05.2001 -
MBA - Information Security
University of Texas At Tyler
05.2001 -
Bachelor of Science - Sociology
Excelsior University
05.2001 -
Associate of Science - Information Technology
Central Texas College
05.2001 -