Timothy Horton

Senior Technical Project Manager, Customer Success at Docker, Inc
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Contact Information
us****@****om
(386) 825-5501
Location
Atlanta Metropolitan Area
Languages
  • English Native or bilingual proficiency
  • Spanish Full professional proficiency

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5.0

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Michael Capo

Tim was one of the most influential individuals I've had the opportunity to work with. He was driven, passionate, and never complacent. He would always strive for the best and mediocracy wasn't a thing he was willing to accept if he knew it could be done better. Most, if not all, of the best traits you can look for in an an employee, a colleague, and a person are possessed by Tim. Given the chance, I would bring him onto my team in a heartbeat.

Adam Lucian

I directly reported to Tim in a role that was both technically and logistically demanding. I quickly found he not only filled the role of manager but that of process developer, mentor and leader. Were it not for Tim's hard work, enthusiasm and collaborative approach, our team would not have been successful in meeting the expectations of our clients or promoting our own personal and professional growth. Tim contributed to our success at all levels, he created an environment that championed technical curiosity, transparent communication, and mutual respect. His solutions were always effective, and his door was always open.

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Credentials

  • Blending Project Management Methods
    LinkedIn
    Aug, 2022
    - Nov, 2024
  • Learning ITIL®
    LinkedIn
    Aug, 2022
    - Nov, 2024
  • Agile Foundations
    LinkedIn
    Jun, 2022
    - Nov, 2024

Experience

    • United States
    • IT Services and IT Consulting
    • 400 - 500 Employee
    • Senior Technical Project Manager, Customer Success
      • Sep 2022 - Present

      Reporting to the VP of Customer Success, responsible for developing frameworks and processes to improve cross-functional efforts across global business, product, and engineering teams. Create and manage the roadmap for internal systems improvements, external enablement initiatives, and toolsets for the Customer Success org. Reporting to the VP of Customer Success, responsible for developing frameworks and processes to improve cross-functional efforts across global business, product, and engineering teams. Create and manage the roadmap for internal systems improvements, external enablement initiatives, and toolsets for the Customer Success org.

    • United States
    • Software Development
    • 100 - 200 Employee
    • Business Process Improvement Manager
      • Nov 2021 - Jun 2022

      Work cross-functionally to develop and scale a $15M Managed Services delivery model for enterprise SaaS security platform. Collaborate with key stakeholders to innovate processes to deliver operational excellence and customer satisfaction. Generate and define KPIs to measure outcomes and success criteria of service delivery. Grow revenue streams through developing MSSP partnerships in APAC and EMEA. Work cross-functionally to develop and scale a $15M Managed Services delivery model for enterprise SaaS security platform. Collaborate with key stakeholders to innovate processes to deliver operational excellence and customer satisfaction. Generate and define KPIs to measure outcomes and success criteria of service delivery. Grow revenue streams through developing MSSP partnerships in APAC and EMEA.

    • Legal Services
    • 400 - 500 Employee
    • Senior Operations Manager
      • Jan 2019 - Nov 2021

      Launched a new service department of field engineers in 3 cities; delivered strategic oversight of projects and operations for 100+ and $10M in Managed Services. Served as liaison and interconnected field engineers with internal leaders and corporate objectives/metrics. Managed hardware project deliverables with rigorous deadlines and under budget; innovated deployment strategies to increase hardware configuration velocity 100%.

    • Helpdesk Manager
      • Dec 2017 - Apr 2019

      Provided thought leadership to a team of support specialists tasked with resolving client IT issues. Allocated quality resources and ensured technicians used proper toolsets aligned with client expectations. Prioritized and delegated workflows based on urgency; assisted with regional office staffing/talent acquisition, data analysis, and results reporting.

    • System Administrator
      • May 2017 - Dec 2017

      Managed a network of 30 clients including communication and creative problem-solving. Served as escalation POC for unresolved Tier 1 Helpdesk issues; rapidly overcame obstacles and improved the end-user experience. Led lifecycle client systems projects as Project Engineer.

    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • System Administrator
      • May 2016 - May 2017

      Sustained functionality of client system spanning 200+ users across 10 campuses. Proactively mitigated issues while concurrently resolving specific IT service desk issues; led end-to-end technology projects focused on IT system evolution and continuous improvement. Administered end-user hardware administration, as well as, cultivated and enriched vendor partnerships. Sustained functionality of client system spanning 200+ users across 10 campuses. Proactively mitigated issues while concurrently resolving specific IT service desk issues; led end-to-end technology projects focused on IT system evolution and continuous improvement. Administered end-user hardware administration, as well as, cultivated and enriched vendor partnerships.

    • United States
    • Wireless Services
    • 1 - 100 Employee
    • Networking Technical Manager
      • Nov 2013 - May 2016

      Led operations and workflows for a sizable call center team of 40 Analysts; administered call flow and volume metrics and KPIs. Developed and executed policies, procedures, and technical documentation, creating SOPs and associated departmental knowledge base (KB).

    • Networking Analyst
      • Nov 2012 - Nov 2013

      Remotely managed networks for over 10K+ locations of varying scalability with strong understanding of IEEE 802.11 and 802.3 protocols. Audited and maintained network integrity and documentation; Emergency response onsite tech for enterprise clients.

    • Retail
    • 700 & Above Employee
    • Geek Squad Agent
      • Feb 2007 - Nov 2012

      • End-user computer support including hardware installation, data recovery, service, and repair. • Utilize industry leading software for virus removal and security protection. • Configure and troubleshoot Microsoft Office Suite, Antivirus and Security software, Windows and Mac OS, home networking. • End-user computer support including hardware installation, data recovery, service, and repair. • Utilize industry leading software for virus removal and security protection. • Configure and troubleshoot Microsoft Office Suite, Antivirus and Security software, Windows and Mac OS, home networking.

Education

  • Georgia State University
    Bachelor of Arts (BA), Spanish Language and Literature
    2009 - 2011
  • Gainesville State College
    Associate of Arts (AA), Creative Writing
    2006 - 2009

Community

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