Timothy Yocum
West Palm Beach,United States
Summary
IT Support specialist returning to the industry with extensive management business exposure, a core in technical support and focus on security. Committed to consistent improvement and expansion of technical certifications to support the desire and passion to grow and reach long term as well as short term goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager, Workforce Management
Teleperformance USA
Remote, FL
08.2014 - Current
- Produced and updated documents, reports and tracking spreadsheets using Excel, PowerBI and various Workforce Solution software.
- Forecasting and reporting of client call volume demands and directs scheduling of sufficient staff and training for appropriate skills-based routing.
- Collaborates and maintains client Workforce expectations and relationships with vendor and account managers, executive leadership and local operations teams through daily and weekly meetings ensuring cohesion and effective support to all client requirements and communication of daily needs, concerns, recommendations or direction.
Technical Support Engineer
Teleperformance USA
North Lauderdale, FL
10.2009 - 04.2010
- Served as primary point of contact for support relating to owned solutions and products purchased from client's brick and mortar retail stores.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Lead Firedog Technician
Circuit City
Wellington, FL
10.2008 - 04.2009
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Planned, scheduled and delegated daily work to team of employees.
- Validated adherence to best practices, quality standards and customer specifications.
Education
High School Diploma -
Seminole Ridge High School
Loxahatchee Groves01.2007
Skills
- Technical Troubleshooting
- Resolving Problems and Incidents
- Issue and Resolution Tracking
- Hardware and Software Repair
- Remote Technical Support
- Account Administration
- Wireshark software
- Planning and Coordination
- Eagerness to Learn New Technologies
- Object-Oriented Programming
Certification
Google IT Support Professional Certificate
NICE Trained (IEX
Lean Six Sigma Yellow Belt
HIPPA
Timeline
Manager, Workforce Management
Teleperformance USA
08.2014 - Current
Technical Support Engineer
Teleperformance USA
10.2009 - 04.2010
Lead Firedog Technician
Circuit City
10.2008 - 04.2009
High School Diploma -
Seminole Ridge High School