Tim Boyatsis

73 Red Hill Road, New City, New York 10956

Cell: 845-608-4723 | Email: boyatsis@optonline.net | LinkedIn: www.linkedin.com/in/timboyatsis/

HELP / SERVICE DESK MANAGER

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.

PROFESSIONAL EXPERIENCE
MEDIACOM Communications – Blooming Grove, NY
Senior Manager – IT Help Desk Operations December 2014 – Present
 Manage support staff of 18, 1st level and 2nd level Help Desk Analysts providing 24/7 IT support for 4500
users in the Midwest / Southern regions of the USA. This includes hands on support of 1st and 2nd level
support calls.
 Daily call monitoring of 5000 calls per month.
 Budget, coordinate and manage multiple projects, hardware/software rollouts and internal moves, adds and
changes.
 Processed annual reviews, scheduling, hiring, mentoring, coaching and counseling for all staff.
 Developed and wrote policies and SLA’s for supporting hardware, software and in-house applications.

LEUKEMIA & LYMPHOMA SOCIETY – White Plains, NY

Manager – IS Help Desk June 2013 –Aug 2014
 Manage support staff of 1st level and 2nd level Help Desk Analysts providing IT support for 90 chapters (2000
users) in the USA and Canada. This includes hands on support of 1st and 2nd level support calls.
 Coordinate and manage multiple projects, hardware/software rollouts and internal moves, adds and changes.
 Developed and wrote policies and SLA’s for supporting hardware, software and in-house applications.

PERSONAL COMPUTER CONSULTANT July 2012 - Present

 Process repairs, installations and configurations 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.
 Provide IT services as a volunteer for non- profit organizations.

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 and counseling for all staff.
 Created, monitored and processed metrics to improve 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.
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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 and 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 – July 2014
 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.

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.
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.
 Supported dial up networking and remote email for remote network sites and field offices.

TECHNICAL QUALIFICATIONS
HARDWARE
Networking: Cisco switches and routers
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 10/8/7/XP, Mac OS

Standard Applications: Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access), GroupWise, Front Page,
Visio, Anti-Virus utilities, VPN, Citrix, Power BI
IT Service Applications: BMC Remedy, HP Service Manager, Magic, HEAT, Solar Wind Support Center, Bomgar,
Dameware, VNC, SCCM
Legal Applications: iManage, PC Docs.

EDUCATION
MANHATTAN COLLEGE, Riverdale, NY
Bachelor of Science - Computer Information Systems
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