Tim Butler's Email Addresses & Phone Numbers

📖 Summary

Sales Associate @ Staples From October 2004 to February 2008 (3 years 5 months) Supervisor, IT Service Operations @ Iron Mountain Led a team of 3 support engineers, providing high-quality IT support for customer facing cloud server backup and medical image storage applications, reporting to Director of Service Operations.Select Achievements• Attained lower than average industry customer attrition rates by providing excellent technical support to external customers• Evaluated Ticketing CIs for faster trending issue identification and proactive resolution• Established a new triage report to improve notifications regarding outages or delays to the business From June 2014 to August 2015 (1 year 3 months) Collegeville, PennsylvaniaSystems Specialist/Project Coordinator, Desktop Support @ Iron Mountain Provided desktop support services to end users and coordinated desktop support services for special projects, reporting to Manager of Desktop Support.Select Achievements• Supervised two other technicians that were tasked to assist with the various projects our team involved with• Trained other technicians in new processes and unfamiliar software/hardware• Created and maintained several pieces of technical and process documentation • Acted as project manager and technician for a project that involved 54 locations and 200 combined desktop and server upgrades across the U.S. and Canada• Responsible for scheduling each location upgrade with an onsite contact• Cooperatively worked with multiple support groups to provide the best IT Support possible• Actively provided IT support for one of the largest business groups at Iron Mountain• A member of the Iron Mountain emergency response team during the hurricane sandy flooding in New York City• Maintained active involvement of two-three projects at a time• Restructured and revitalized the use of the team SharePoint site• Redeveloped and improved processes and documentation in several different areas• Inventoried and digitalized a list of all loaner laptops for tracking purposes.• Maintained a daily shipment of laptops that I would image and configure for users• Worked from a ticket queue for various issues and users across the United States and Canada• Provided excellent Level 2 technical support across the U.S. and Canada From June 2012 to May 2013 (1 year) Collegeville, PAManager, IT Service Operations @ Iron Mountain Led a team of 12 global (onshore and offshore) Level 2 systems and support engineers, managing support and operations for over 20 different external facing web applications, ensuring 100% application up time. Reporting to Director of Service Operations.Select Achievements and Responsibilities• Built a MSP support team and documented IT processes and procedures to support the new Iron Cloud portfolio launch and go to market strategy• Led OpEx projects for continuous improvement to my production server environments and applications• Liaised between the product management teams and development• Created new reporting dashboards in ServiceNow which allowed for better KPI and ticket SLA visibility• Evaluated Nexpose and Nessus reports weekly and reduced our list of major and minor preprod and prod security vulnerabilities to zero• Developed training for L1 and L2 support on products and processes to provide a better customer experience• Created strategic relationships with product vendors that enabled me to negotiate tighter ticket SLAs at no extra cost• Drove a virtualization project to centralize one of my application suites into a geo replicated data center, resulting in greater application stability and faster issue resolution times.• Owned major incident communication and resolution, determining the root cause and took action to prevent these issues from recurring.• Participated weekly in project, change and problem management calls• Ensured SOC 2 compliance by completing monthly and quarterly internal audits as well participating in an annual external audit• Monitored data in SolarWinds daily for server capacity and/or performance issues From August 2015 to November 2019 (4 years 4 months) Systems Engineer, IT Service Operations @ Iron Mountain Provided singular VAR technical support for LiveVault Cloud Server Backup to over 200 customers/unique environments, including a mix of over 3,000 Windows and Linux servers and 5,000 backup jobs, reporting to Director of Service Operations.Select Achievements• Aided a customer for 12 hours during a major overnight DR critical incident to recover and rebuild their servers before start of business the next morning.• Created all IT process documentation to support this growing business line From May 2013 to June 2014 (1 year 2 months) Collegeville, PALead Computer Technician @ Revonate Manufacturing • Explained and demonstrated repair procedures to a team of 15 computer technicians as needed.• Consulted with engineers, technicians, production personnel, and others regarding procedures or results and to resolve problems.• Represented the repair department on a process improvement team of 5 others.• Resolved cross department issues if needed.• Conducted end of day production reports to maintain peak operating efficiency.• Repaired 15-20 computers/tablets per day with a strong focus on quality• Certified technical trainer.• Back-up Repair department supervisor. From October 2010 to February 2012 (1 year 5 months) Technical Support Representative @ Revonate Manufacturing • Processed all return products from customers which may be defective, non-defective, or repairable.• Represented Seneca in a professional manner; striving for total customer satisfaction.• Strong problem solving skills and an ability to identify and resolve or escalate issues in a timely, accurate and efficient manner.• Received excellent customer feedback through the satisfaction survey From June 2010 to October 2010 (5 months) Liverpool, New yorkComputer Repair Technician @ Revonate Manufacturing • Analyzed test results on defective computer components to determine cause of failure.• Replaced computer hardware as needed.• Repaired 20-30 computers per day with a strong focus on quality. From February 2008 to June 2010 (2 years 5 months) Information Technology Manager @ CODi Worldwide United States