Timothy C. Marini
Contact info available upon request
timmywa(at)gmail(dot)com

SUMMARY

Very reliable, self-motivated professional with excellent customer service and team management skills, and an outstanding personality. Well organized with special attention to details. Exceptional time management skills, fast-paced work environment preferred. Very agile with dynamic environments. Natural leader with great motivation skills to bring any team to success.

TECHNICAL SKILLS

Type 65+ WPM. Knowledge in Windows (2000, XP, Vista, Server), Mac and Linux O/S, Networking, PACS/RIS.

PROFESSIONAL EXPERIENCE

NovaRad Corporation

Tier 2 Technical Support Agent March 2008 – Present
Provide high level support to medical professionals. Educating and troubleshooting customer's issues with our PACS and RIS products. Managing and archival of medical imaging. Server and Active Directory troubleshooting and configurations. Take escalations from Tier 1 agents for more advanced cases.

SlashSupport, Inc.

Team Lead November 2007 – February 2008
Provided leadership and coaching for up to 17 direct reports for high-end technical support team. Ensured agents were providing excellent support by following up on their customer satisfaction survey scores, keeping them on target with their metrics goals and technical training. Created team schedule for 30+ agents. Worked on many customer service related escalations and worked hand-in-hand with the clients at the corporate office to ensure customer satisfaction. Performed one-on-one check-ins with my team weekly to solve any performance related issues. Promoted several agents from tier 1 positions to tier 2. Screened, interviewed and recruited many candidates to fill positions on the team. Regularly completed many analytical reports for team performance and client billing information.

Novell, Inc.

Systems Administrator July 2007 – November 2007
Supported Novell employees with their notebooks and desktops using SUSE Linux and Windows XP Pro. Supporting Siebel (Unity) Sales Tracking while managing GroupWise email and Instant Messenger. Provided support for OpenOffice.org Office Package. Escalated complex issues to Systems Management Team (SMT) and interfaced with product owners and their backups to solve difficult issues

Intel Corporation

Team Lead June 2005 - July 2007
Performed individual and team coaching to ensure highest success for team of 20 agents. Create and publish daily/weekly/quarterly team performance indicator reports. Completed a training room computer upgrade project installing and imaging 25+ computers. Used constructive confrontation to resolve problems among peers while maintaining high level of customer-facing support performance. Focused on recognition for those who went above and beyond. Designed and trained global team of leads on new chat indicator-reporting methods. Designed and hosted global training material repository website with MS Windows 2003 and IIS 6.0. and spent 5 weeks at Costa Rica facility to provide new hire front line agent training.

Technical Support Agent September 2003 - June 2005
Provide outstanding technical support to Intel’s worldwide employees. Expert in supporting MS Office XP/2003/2007 with emphasis on Outlook as well as MS Windows 2000/XP/Server 2003 & Vista. Expert in supporting WLAN/LAN connectivity with IBM T-Series notebooks and other various models. Supported VPN & Dial-Up remote connectivity with SecurID software and hard tokens. Expert in supporting Documentum document storage solutions. Consistently performed in top 3-5% of all agents in volume and quality monitoring indexes. Provided excellent peer training in Remedy Action Request ticket documentation system as well as other general front-line training. Attended many Front-Line Management training courses both instructor-led and virtual e-trainings.

Office Depot

Customer Service Manager September 2001 - September 2003
Trained and qualified new front-end associates to be accurate and fast for our customers. Provided coaching and disciplinary feedback for front-end employees. Empowered to make difficult decisions for demanding or upset customers. Tracked and accounted for all sales and cash boxes each night. Provided general management to the store allowing them to lead with positive yet solid methods of motivation.

Technical Sales April 1994 - September 2001
Sold technology solutions including extended warranties and suggested add-on items Able to deal with difficult customers by remaining calm, listening and using humor to lighten the situation and ultimately retaining guest. Reliable and healthy with minimum time-off requests.

EDUCATION

Associates Degree (AAS) in Information Technology from Heald College – Rancho Cordova, CA

Back Home!