Tim Butler

• Authored and implemented the product development business plan, defining key performance indicators (KPIs) and shaping CODi’s electronic product strategy. • Successfully launched the first electronic products for Peel, a newly acquired B2C mobility brand in 2024, expanding the company's market reach. • Instituted standardized test scripts for both new and existing products, enhancing product testing efficiency and informing critical product decisions. • Managed a comprehensive portfolio of 183 electronic products, overseeing their entire lifecycle from inception to market. • Engineered a Class III car charger to replace a Class II device, successfully reducing the unit cost by 27% while improving performance and sales. • Designed and delivered comprehensive product training programs for sales and Customer Service Representative (CSR) teams, significantly boosting customer engagement. • Conducted biennial on-site factory audits in China, Vietnam, and Taiwan, building strong vendor relationships and negotiating favorable terms. • Recognized publicly on CODi’s social media in November 2023 for exceptional performance and leadership in the transition to Director of Product Development. • Served as the primary technical contact for top enterprise customers, providing expert support and fostering strong client relationships. • Created a standardized roadmap template in Asana for annual product planning, streamlining strategic product development initiatives.

• Developed and established all IT policies and crucial SOC controls, directly leading to CODi's successful achievement of its first SOC2 Type 2 compliance audit. • Orchestrated the planning and implementation of Multi-Factor Authentication (MFA) across all applications and systems, including Microsoft 365 and NetSuite ERP, substantially strengthening enterprise security. • Automated and deployed critical integrations between e-commerce, EDI, and shipping platforms with CODi’s ERP business system, accelerating order processing with near-zero manual intervention. • Standardized employee endpoint hardware and configurations, centralizing device and identity management by joining all hardware to Azure AD and deploying endpoint protection software. • Implemented SolarWinds Service Desk, aligning IT operations with the ITIL framework for efficient issue, request, and change tracking, while concurrently building a comprehensive IT knowledge base. • Enhanced CODi's operational agility, contributing to a 3x revenue increase within two months of joining and a 5x revenue growth overall in 2020. • Constructed and launched CODi’s SharePoint Intranet and department-specific team sites, significantly improving internal document sharing and cross-functional collaboration. • Migrated telecom services to a cloud VoIP provider, resulting in enhanced customer experience, improved call metrics, and a 50% reduction in telecommunications costs. • Designed, built, and managed the application and infrastructure for a dedicated e-commerce platform developed for Discover Bank. • Contributed as a technical product manager, instrumental in the early design and development of CODi’s electronic products, including docking stations and webcams. • Directed a project for ShipStation implementation, achieving a 50% reduction in shipping costs and streamlining warehouse shipping operations.

• Directed a global team of 12 IT systems and support engineers, ensuring 100% uptime for over 20 external customer-facing web applications. • Established an MSP support team and formalized IT processes, critical for the successful Iron Cloud portfolio launch. • Led OpEx optimization projects, driving continuous improvement across production server environments and critical applications. • Facilitated cross-functional liaison between product management and application development teams, ensuring alignment and seamless communication. • Developed and deployed new reporting dashboards within ServiceNow, significantly enhancing visibility into KPIs and ticket SLAs. • Analyzed weekly Nexpose and Nessus reports, successfully mitigating all major and minor pre-production and production security vulnerabilities. • Designed and conducted comprehensive training for L1 and L2 support personnel on products and processes, resulting in improved customer satisfaction. • Forged strategic relationships with product vendors, successfully negotiating tighter ticket SLAs without additional costs. • Orchestrated a virtualization project to centralize a core application suite into a geo-replicated data center, enhancing application stability and accelerating issue resolution. • Owned the complete lifecycle of major incident communication and resolution, determining root causes and implementing proactive measures. • Actively participated in weekly project, change, and problem management calls, contributing to robust IT governance and operational efficiency. • Maintained rigorous SOC 2 compliance through diligent completion of monthly and quarterly internal audits and active participation in annual external audits. • Prepared and presented detailed service metrics to senior IT leadership during monthly review meetings.

Led a team of 3 support engineers, providing high-quality IT support for customer facing cloud server backup and medical image storage applications, reporting to Director of Service Operations. Select Achievements • Attained lower than average industry customer attrition rates by providing excellent technical support to external customers • Evaluated Ticketing CIs for faster trending issue identification and proactive resolution • Established a new triage report to improve notifications regarding outages or delays to the business

Provided singular VAR technical support for LiveVault Cloud Server Backup to over 200 customers/unique environments, including a mix of over 3,000 Windows and Linux servers and 5,000 backup jobs, reporting to Director of Service Operations. Select Achievements • Aided a customer for 12 hours during a major overnight DR critical incident to recover and rebuild their servers before start of business the next morning. • Created all IT process documentation to support this growing business line

Provided desktop support services to end users and coordinated desktop support services for special projects, reporting to Manager of Desktop Support. Select Achievements • Supervised two other technicians that were tasked to assist with the various projects our team involved with • Trained other technicians in new processes and unfamiliar software/hardware • Created and maintained several pieces of technical and process documentation • Acted as project manager and technician for a project that involved 54 locations and 200 combined desktop and server upgrades across the U.S. and Canada • Responsible for scheduling each location upgrade with an onsite contact • Cooperatively worked with multiple support groups to provide the best IT Support possible • Actively provided IT support for one of the largest business groups at Iron Mountain • A member of the Iron Mountain emergency response team during the hurricane sandy flooding in New York City • Maintained active involvement of two-three projects at a time • Restructured and revitalized the use of the team SharePoint site • Redeveloped and improved processes and documentation in several different areas • Inventoried and digitalized a list of all loaner laptops for tracking purposes. • Maintained a daily shipment of laptops that I would image and configure for users • Worked from a ticket queue for various issues and users across the United States and Canada • Provided excellent Level 2 technical support across the U.S. and Canada

• Explained and demonstrated repair procedures to a team of 15 computer technicians as needed. • Consulted with engineers, technicians, production personnel, and others regarding procedures or results and to resolve problems. • Represented the repair department on a process improvement team of 5 others. • Resolved cross department issues if needed. • Conducted end of day production reports to maintain peak operating efficiency. • Repaired 15-20 computers/tablets per day with a strong focus on quality • Certified technical trainer. • Back-up Repair department supervisor.

• Processed all return products from customers which may be defective, non-defective, or repairable. • Represented Seneca in a professional manner; striving for total customer satisfaction. • Strong problem solving skills and an ability to identify and resolve or escalate issues in a timely, accurate and efficient manner. • Received excellent customer feedback through the satisfaction survey

• Analyzed test results on defective computer components to determine cause of failure. • Replaced computer hardware as needed. • Repaired 20-30 computers per day with a strong focus on quality.