Courtney R. Thomas
IT Professional
Farmington,UT
Summary
Energetic IT Professional ready to undertake challenging technical support triage duties in demanding environments. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Inside Sales Associate/Renewals Specialist
4 Star Technologies, Inc
Virginia Beach, VA
09.2015 - 06.2018
- Worked with various government agencies in procuring IT equipment, services, and software renewals
- Used the NASA SEWP platform to facilitate procurements for all agencies (DoD, Army, Navy, etc.)
- Personally procured over 1.5 million dollars worth of product since starting
Office 365 Concierge Support Engineer
Experis Manpowergroup
Seattle, WA
05.2017 - 08.2017
- Utilized ViewPoint to review tenant (subscription) information
- Used Parature to manage, communicate, and update current/open tickets
- Utilized OneCloud in conjunction with Skype for Business to communicate (by voice) with clients to resolve their issues
- Responded with all clients according to their Service Level Agreement (SLA)
- Utilized CMAT (Customer Management Access Tool) to handle billing issues, verify nonprofit requirements, issue refunds (when necessary), and manage subscriptions
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
IT Support Specialist / Technical Trainer
Carnegie Corporation of New York
New York, NY
06.2014 - 08.2015
- Supported the Corporation’s 70+ user’s Office 2010/2013/Office 365/Windows 7/Server 2008 R2 environment
- Created a training department that will work hand in hand with yearly performance evaluations
- Built a Learning Management System (LMS) to manage courses I’ve created and taught, track student attendance and participation, and post quizzes for each course; to solidify concepts learned in class
- Managed and created MaaS360 mobile device security policies to support Android and iOS devices
- Used Articulate Storyline 2 to create SCORM (e-learning modules) for courses already delivered (for leisure review), and to streamline the HR New Employee intake process
- Learned some basic SQL (Structured Querying Language) to aid Finance Department with database management
Helpdesk Analyst
Willkie Farr & Gallagher LLP
New York, NY
10.2013 - 06.2014
- Supported the firm’s approximately 1500 users in a 100% Citrix environment
- Document all incidents in TouchPaper, a ticketing system.
- Utilized DMS (Document Management System) iManage DeskSite/FileSite to administer services such as exports, document recovery, and workspace moves
- Conference Room setups – ESP (conference room booking utility), Audio/Visual, WebEx, Laptops, and Projectors
- MaaS360 Setups – Supporting email services for iPhone and Android devices
- Assisted users with Workshare Compare and Litera ChangePro – Document comparing software
Technical Instructor
New Horizons Computer Learning Center
New York, NY
03.2011 - 09.2013
- Taught various levels of Microsoft Office (Word, PowerPoint, Excel, Outlook), and Visio (2003/2007/2010/2013) as well as technical classes such as CompTIA Network+ and Microsoft Network Infrastructure via multiple training modalities such as Mentored Learning (self-paced), Traditional Instructor Led Training (TILT), and OnLine Live (OLL)
- Trained clients onsite for companies such as Pfizer, United Nations, NY Department of Education, Federal Reserve Bank, hospitals, and many others
- Managed an entire floor of nearly 100 computers, and three miniature classrooms
- Maintain a yearly instructor score of 8.65/9 (96% student satisfaction) or higher, and was #2 Applications Instructor Nationwide for the first and second quarter of 2013.
Information Technology Consultant
Cleary Gottlieb Steen and Hamilton LLP, NHUnited
New York, NY
03.2013 - 06.2013
- Aided firm in migrating its nearly 1300 users from Lotus Notes 8.5 to Outlook 2010
- Managed training schedules using iManage Worksite/DeskSite
- Trained individuals how to use Decisiv, a repository for Partner and Associate client matters that was integrated into Outlook 2010
- Hosted WebEx training sessions for international offices (Brussels, Frankfurt, Moscow, and Paris), as well as develop training for in-house associates and partners
- Created firm approved quick reference guides for associates and partners
Education
MCITP, MCTS, MCSA - Advanced Computer Systems Administration
Microsoft IT Academy
Ayer, MA 04.2010 - 01.2011
CCENT (Cisco Certified Entry Network Technician) - Networking Systems
Cisco Networking Academy
Pittsburgh, PA 10.2009 - 04.2010
CompTIA A+, Network+ - Computer Service Technician
Earle C. Clements JCA
Morganfield, KY 01.2009 - 10.2009
No Degree - Mathematics
Hampton University
Hampton, VA 09.2003 - 05.2006
Skills
Technology vocational training
Online training experience
Decision Making
Ticket support system management
MS Office
Timeline
Office 365 Concierge Support Engineer
Experis Manpowergroup
05.2017 - 08.2017
Inside Sales Associate/Renewals Specialist
4 Star Technologies, Inc
09.2015 - 06.2018
IT Support Specialist / Technical Trainer
Carnegie Corporation of New York
06.2014 - 08.2015
Helpdesk Analyst
Willkie Farr & Gallagher LLP
10.2013 - 06.2014
Information Technology Consultant
Cleary Gottlieb Steen and Hamilton LLP, NHUnited
03.2013 - 06.2013
Technical Instructor
New Horizons Computer Learning Center
03.2011 - 09.2013
MCITP, MCTS, MCSA - Advanced Computer Systems Administration
Microsoft IT Academy
04.2010 - 01.2011
CCENT (Cisco Certified Entry Network Technician) - Networking Systems
Cisco Networking Academy
10.2009 - 04.2010
CompTIA A+, Network+ - Computer Service Technician
Earle C. Clements JCA
01.2009 - 10.2009
No Degree - Mathematics
Hampton University
09.2003 - 05.2006