Tim Boyatsis is an IT management professional with extensive experience in service desk, help desk desktop support envir...
Tim Boyatsis Chestnut Ridge, New York 10977 Cell: 845-608-4723 | Email:
[email protected] | LinkedIn: www.linkedin.com/in/timboyatsis/
SUMMARY IT Management professional with extensive experience in Service Desk / Help Desk / Desktop Support environments, including 24/7 customer support, training, counseling, budgeting, staffing, strategic planning and operations maintenance delivering a high-availability infrastructure.
WORK EXPERIENCE Personal Computer Consultant July 2012 - Present Repair, installation and configuration of computer hardware (PCs, laptops, printers) and networks for small businesses and individual clients. Software installation and training of Microsoft office products for individual clients. TEK Systems Fairfield, CT IS Client Support Lead (Contractor) - Nestle Waters – Stamford, CT May 2012 – July 2012 Managed support staff of 8 Desktop Technicians/Network Analysts in Northeast Region (Connecticut, New Jersey, Massachusetts, Pennsylvania, Maine), under a Windows XP /Windows 7 workstation environment. Managed the planning, tracking and delivery of national project activities within the department. Monitored and improved call handling support procedures for Nestle National Help Desk. THE VALLEY HOSPITAL Ridgewood, New Jersey Manager - Help Desk Operations March 2008 – March 2012 Managed support staff of 16 Desktop Technicians, 3 Network Engineers and 1 Audio Visual Technician for support of 3500 Healthcare employees, under a Windows XP workstation environment. Monitored daily calls of 200 – 300 per day which covered 3 main facilities and 12 offsite Healthcare facilities in order to direct support for workstation, laptop, PDA, scanner, printer and software applications. Processed annual reviews, 24/7 scheduling, hiring, mentoring, coaching, counseling for all staff. Monitored and improved call handling procedures to resolve daily service calls within 24 hours at a 95% closure rate. Developed and wrote policies and SLA’s for supporting hardware, software and in-house applications. Coordinated and managed multiple projects, hardware/software rollouts and internal moves. Processed budgeting for hardware of 1.5 million dollars annually. WHITE & CASE, LLP New York, New York Assistant Manager – Desktop Support January 2003 – March 2008 Managed support staff of 10 Desktop Network Technicians, 2 Telecom analysts and 2 Audio Visual analysts for support of 1100 lawyers and associates covering 3 facilities providing 24/7 workstation, laptop, PDA, Telecom, Audio visual and remote support. Processed annual reviews, 24/7 scheduling, hiring, mentoring, coaching, counseling for all staff. Re-designed workflow support procedures reducing the total number of service calls by 60%. Coordinated and managed projects, including hardware/software rollouts for domestic and global offices. RL HOFFMAN & ASSOCIATES New York, New York Project Manager/Technician (Part time) July 2002 – Present Coordinate and supervise move plans and schedules of corporate relocations. Coordinate and assist with the de-installation, moving, reinstallation and testing of desktop/laptop computer equipment, file servers and all peripherals. Coordinate, assist and supervise the installation and testing of new desktop/laptop computer equipment in relocated areas for assigned clients.
MERCK-MEDCO MANAGED CARE, L.L.C. Franklin Lakes, NJ (1995 – 2002) Manager – Desktop Support January 2000 – July 2002 Managed support staff of 15 Network Technicians and 2 Telecom Analysts for support to 3000 clients and 6 facilities providing 24/7 workstation, laptop, PDA and phone support. Re-designed workflow support procedures reducing total number of service calls by 45%, enabling same day problem resolution on service calls received that day. Received multiple exceptional merits for employee motivation and strong work ethic. Implemented and supported hardware/software rollouts to 3000 plus workstations. Supervisor January 1998 – December 1999 Supervised support staff of 8 Network Technicians covering 4 facilities, 2500 workstations and one hundred Novell Netware/Windows NT file servers. Successfully transferred 2500 employees from four facilities to one new work site while still maintaining low numbers of problems and fast daily problem resolution. Senior Network Analyst March 1995 – December 1997 Sole network support of one building consisting of 350 Novell and Windows NT clients. Set configuration standards for hardware/software platforms. Supported dial up networking and remote email for remote network sites and field offices. Administered Netware and Windows NT file servers and related accounts including security. PRODIGY SERVICES COMPANY White Plains, NY (1987 – 1995) Senior Technical Analyst June 1992 – February 1995 Installed and maintained 200 workstations running Novell, OS/2, Communications Manager and proprietary production creation software specific to the online service industry. Traveled to client sites for installation and support of WAN’s, LAN’s and workstations. LAN Administrator June 1990 – May 1992 Constructed (cabling, hardware setup and configuration) and supported (24/7) Novell Production LAN consisting of 25 servers and 700 users. Evaluated and upgraded LAN hardware/software to maintain and surpass industry standards. Advisory Technical Analyst September 1987 – May 1990 Evaluated, purchased, installed and supported PC hardware and software for 600 users and small LAN. Supported executive management for major trade shows and client presentations involving travel for site valuation, hardware installations and show demonstrations.
TECHNICAL QUALIFICATIONS HARDWARE Networking: Ethernet, Cisco switches and routers, VPN, Citrix Personal Computers: HP/Compaq, Dell, Lenovo, Macintosh Servers: Compaq Proliant, Dell Power Edge Industry Standard: Workstations, laptops, printers (MFD), mobile devices (Android, IPhone, Tablets) and peripherals. SOFTWARE Operating Systems: Windows 7/XP/ NT/2000, Mac OS Standard Applications: Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access), GroupWise, Front Page, Visio, Anti-Virus utilities. IT Service Applications: Remedy, HP Service Manager, Magic Legal Applications: iManage, PC Docs.
EDUCATION MANHATTAN COLLEGE, Riverdale, NY Bachelor of Science - Computer Information Systems
