Timothy Keenan

About Timothy Keenan

I am a goal-driven, solution-focused professional, with solid experience and proven record of success in streamlining technology and business operations, achieving organizational efficiency, and boosting customer experience. I am seeking employment with a company looking for someone skilled at leading, training, and motivating cross-functional teams to improve overall performance as well as developing innovative plans and initiatives for continuous improvement. Technology Strategy | Leadership | Customer Success | IT Service Management t••••••••@gmail.com Core Competencies: • Leadership • Strategic Planning • Customer Success• Customer Satisfaction • Customer Retention • Customer Relationship Management (CRM) • Escalation Management• Vendor Management • Technology Enablement • Emotional Intelligence • IT Strategy • IT Service Management • IT Operations • ITIL v4• COBIT• Operational Change Management • Operational Risk Management • Data Security • Business Intelligence (BI) • Business Development • Business Process Design • Business Strategy• Business Continuity • Agile Methodologies • SDLC • Disaster Recovery • Integration • Data Center • Cloud Computing • Project Portfolio Management • Project Management • Business Process Notable Achievements: Successfully led a team supporting technology platforms for the processing of over $26B payments yearly on behalf of citizens, businesses, and governments without a breach of security or customer data Successfully led the support of technology platforms requiring 99.99% availability, meeting and often times exceeding SLA expectations for full term of 9 year contract Developed and executed communications strategy which improved customer communications and lessened ambiguity between Customers and Enterprise Technology teams Introduced knowledge management system such as management workflows and review scheduling for better audit trail and documentation Started computer-based (CBT) training in alignment with business process and policy to enhance cross-functional training throughout the organization and business unitsContact me at t••••••••@gmail.com with opportunities

Experience

1. Manager, Customer Care Global Support

   Certinia

   Mar 2026 — Present · Austin, TX, US

Education

• EXIN

  ITIL Foundations v3 Certified

• Arizona State University

  Business Administration and Management, General