Timothy White
Epping,NH
Summary
Detail-oriented IT Support Specialist with over 10 years of experience in delivering exceptional end-user support, troubleshooting, and IT operations management. Proven expertise in swiftly resolving complex technical issues while ensuring compliance with industry standards and enhancing operational efficiency. Recognized for strong communication skills and the ability to thrive in fast-paced environments, consistently delivering reliable IT solutions that drive organizational success. Committed to leveraging technical expertise and problem-solving abilities to support business objectives, elevate user satisfaction, and contribute to overall company success.
Overview
22
22
years of professional experience
Work History
IT Support Manager
Families First Health & Support Center
01.2018 - Current
- Manage IT operations for 50+ staff across multiple offices.
- Administer user accounts in Active Directory, Exchange, and Skype for Business.
- Configure and maintain workstations, install hardware/software, and troubleshoot technical issues.
- Led onboarding and IT training for new employees.
- Developed and maintained internal IT knowledgebase.
- Oversaw hardware and spare parts inventory for operational readiness.
- Key Projects: Launched a satellite office IT infrastructure; Implemented new IP phone system; Integrated Zoom for virtual collaboration.
IT Support Specialist
Families First Health & Support Center
01.2017 - 01.2018
- Acted as first-line response for staff IT issues (hardware, software, networking).
- Provided onsite and remote support across multiple program locations.
- Installed/configured TigerConnect, routers, Wi-Fi printers, tablets, thin clients.
- Managed secure mobile messaging apps for team communications.
- Updated and maintained WordPress templates for company website.
IT Help Desk Agent
Liberty Mutual (via Axelon Services)
01.2015 - 01.2016
- Handled 50+ daily tickets, troubleshooting desktops, mobile devices, applications, and networking issues.
- Supported ~2,000 applications via incident management systems.
- Provided support for network connectivity, email, and VMware virtual desktops.
- Escalated critical incidents and ensured communication with management.
- Consistently exceeded performance targets and met all IT service metrics.
Web Support Specialist
Gatehouse Media
01.2009 - 01.2015
- Supported 10+ newspaper websites.
- Helped launch mobile sites and paywall system.
Web Developer / Assistant Webmaster / Web Administrator
Seacoast Media Group
01.2004 - 01.2009
- Led redesign of Seacoastonline.com.
- Developed HTML/CSS templates, improving page load times.
- Managed CMS content and multimedia updates for news and advertising.
Education
Associate of Science - Computer Technologies
Great Bay Community College
Portsmouth, NH01.2003
Certificate - Web Development
Great Bay Community College
Portsmouth, NH01.2002
Skills
- Remote technical support
- User account management
- Compliance with industry regulations
- Documentation & Knowledgebase Development
- Hardware & Software Troubleshooting
- System performance improvement
- Active Directory administration
- Experience with remote desktop solutions
- Proficient in VPN configuration
- Citrix environment management
- VMware configuration
- SonicWall network security knowledge
- Proficient in hardware management software
- Virtual desktop administration
- Zoom configuration and administration
- Knowledgeable in Spiceworks and Zendesk systems
- Proficient in Google Apps
- Proficient in HTML coding
- CSS layout expertise
- PHP development
- JavaScript development skills
- Experienced with Microsoft Office applications
- Adobe Photoshop proficiency
- Remote troubleshooting
- Problem resolution
- Technical desktop support
- Technical problem-solving
- IT technical support
- Experienced in Microsoft Outlook management
- Software installation
- Ticket management
- Account management
- Hardware upgrades
- Product troubleshooting
- Data recovery
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Deployed and provisioned over 50 new workstations for the organization, performing full hardware setup, Windows configuration, domain integration, and software installation to ensure seamless rollout.
- Upgraded and migrated more than 100 systems to Windows 11, performing both remote and in-person upgrades during off-use periods in exam rooms and offices to maintain uptime and workflow continuity.
- Diagnosed and resolved a recurring issue with the Dental PAN machine, restoring full functionality and achieving 100% operational uptime.
- Applied a time-sensitive security update to SonicWall VPN software across more than 100 computers to address a critical vulnerability and maintain secure remote connectivity for the organization..
- Patched AnyDesk on over 100 computers to remediate a known vulnerability and ensure continued secure remote support access.
Timeline
IT Support Manager
Families First Health & Support Center
01.2018 - Current
IT Support Specialist
Families First Health & Support Center
01.2017 - 01.2018
IT Help Desk Agent
Liberty Mutual (via Axelon Services)
01.2015 - 01.2016
Web Support Specialist
Gatehouse Media
01.2009 - 01.2015
Web Developer / Assistant Webmaster / Web Administrator
Seacoast Media Group
01.2004 - 01.2009
Certificate - Web Development
Great Bay Community College
Associate of Science - Computer Technologies
Great Bay Community College