Tim Godin
Open to New Remote Opportunities. Customer Success Manager · Project Manager · Account Manager
Bloomfield,NB
Summary
My name is Tim Godin and I have over 20 years of professional experience in roles ranging from Customer Service to Project Management. For the last 10 years, I've worked exclusively from home long before it was COVID commonplace and am well-adapt to the remote management of customer accounts, responding to customer inquiries, and coordinating services.
Overview
22
22
years of professional experience
8
8
Project Management
10
10
Working Remote
21
21
Account Management
7
7
Leadership
2
2
years of post-secondary education
Work History
Professional Services Project Manager
Windstream Enterprise
10.2018 - 01.2023
- Remotely managed projects focused on enabling the installation of core services for new and existing customers throughout US.
- Achieved an annual average of 30 projects assigned with contracts averaging $47k
- Site surveys, site designs, and installations of wireless and structured data cabling
- Onsite support, consulting, auditing, and assessments
- Managed costs, and monitored performance
Project Manager, PMO
Synoptek
05.2014 - 07.2018
- Led end-to-end, planning, delivery, and support associated with sales.
- Directed primarily managed services, including cloud hosting, managed cloud for AWS and Azure, Hosted Firewall, Secure Remote Access (VPN), Cloud Workspace (Virtual Desktop), server backup, help desk, hosted exchange, encryption, and archiving.
- Established as customer’s single point of contact and responsible for all aspects of overall implementation; including satisfaction, schedule planning, resource coordination, reporting, and client-facing project management cycles.
- Managed an annual average of 44 projects assigned with contracts averaging $50k.
Online Business Manager
Cafe Employment Solutions
10.2013 - 05.2014
- Managed international vendors to deliver Canadian Canadian-focused, web-based recruitment advertising tool designed to bring job seekers, employers, and recruiters together quickly and easily.
- Communicate with customers regularly and positively with particular attention to problem resolution
- Executed business plans to strengthen territory membership and profits.
- Drafted reports and documents to improve correspondence management, schedule coordination, and recordkeeping.
Service Desk Manager
J.D. Irving, Limited
11.2012 - 10.2013
- Supervised team of 24 staff, delivering tier one and two service desk support and security end-user provisioning to ten business verticals.
- Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.
- Oversaw projects and approved milestones to minimize customer impact and improve overall support.
- Led ITIL incident management processes
Synoptek
03.2006 - 11.2012
- Managed 19 technical staff, delivering helpdesk and PC management support
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Managed largest client, both in revenue (approx1.8M USD annually) and geographically (49 countries)
- Regularly met with customers to discuss service needs and develop effective and practical solutions
- Developed processes and documentation to boost customer satisfaction.
Software Consultant
Whitehill Technologies Inc
09.2003 - 03.2006
- Performed extensive travel throughout the United States to deliver on-site week-long training
- Developed client-specific solutions to meet the accounting business needs of law firms
- Consulted with clients to align future developments with customer priorities
- Offered expert software-related technical support through various communications channels.
Technical Service Analyst
Royal Bank of Canada
06.2001 - 09.2003
- Installed, configured, and maintained computer systems for local bank branches and call center
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Maintained servers and systems off-hours to keep networks fully operational during peak periods.
Education
IT Network Management -
College of Applied Art And Technology, EBCI
Moncton, NB 1999 - 2001
Skills
- Customer Needs Assessments
- Project Documentation
- Service Quality
- Status Meetings
- Multi-Unit Operations Management
- Strategy Implementation
- Project Management
- Customer Service and Assistance
- Account Management
- Records Management
- Teamwork and Collaboration
- Verbal and Written Communication
Accomplishments
- Presented by the Sales team with the Sales Piston Award for contributions to several of the largest customer contracts sales while a member of operations.
- Presented an annual President's Circle Award for taking the initiative to design and develop the company-wide knowledge management system.
- Presented the President's Circle Award for the development and execution of client retention and satisfaction strategies
Certification
- ITIL Foundations Certified- 2013
- Apple Certified Support Professional - 2011
- Microsoft Certified Systems Engineer - 2007
- Microsoft Certified Systems Administrator - 2007
- CompTIA Network+ Certified - 2001
- Cisco Certified Network Associate - 2001
- CompTIA A+ Certified - 2000
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There are no secrets to success. It is the result of preparation, hard work, and learning from failure.
Colin Powell
Timeline
Professional Services Project Manager
Windstream Enterprise
10.2018 - 01.2023
Project Manager, PMO
Synoptek
05.2014 - 07.2018
Online Business Manager
Cafe Employment Solutions
10.2013 - 05.2014
Service Desk Manager
J.D. Irving, Limited
11.2012 - 10.2013
Synoptek
03.2006 - 11.2012
Software Consultant
Whitehill Technologies Inc
09.2003 - 03.2006
Technical Service Analyst
Royal Bank of Canada
06.2001 - 09.2003
IT Network Management -
College of Applied Art And Technology, EBCI
1999 - 2001
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