Anthony Thomas

Working as a Team Manager for CVS OTC Health Solutions

• Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
• Maintained accurate records of personnel files including payroll information; updated employee records upon changes in status or position.
• Developed and implemented strategies to improve team performance.
• Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
• Conducted root causes analysis to develop corrective action plans.
• Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
• Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
• Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
• Delegated work assignments and prioritized tasks.
• Ensured compliance with company policies and industry regulations, mitigating risk and maintaining integrity.
• Partnered with upper management and HR to identify effective resolutions for employee relations issues.

Working as a Tech Support Lead for Dell Technologies - Dell ProSupport

• Provided technical support to IT professionals as well as customers by troubleshooting and resolving hardware, software, and network related issues.
• Consulted via phone, email and chat to understand user problems, run through testing scripts and ask probing questions to identify root causes.
• Provided remote assistance to clients when needed.
• Clearly documented all troubleshooting steps, issues and resolutions.
• Managed ticketing system to track, prioritize, and resolve support requests.
• Replied to customer queries via email, phone, messaging systems and support ticket platforms.
• Resolved complex technical problems through root cause analysis techniques.
• Assisted users with password resets and account lockout resolutions.
• Analyzed system logs for potential problems or errors related to system performance or security threats.
• Installed and tested operating systems, applications, updates, patches, and service packs.
• Collaborated with teams to solve technical customer problems across product suites.
• Collaborated with engineering and product teams to identify and rectify recurring technical issues.
• Participated in continuous education programs to stay current with emerging tech trends and tools.
• Maintained positive working relationship with fellow staff and management.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Collected, analyzed and reported on data for use in operational planning.

• Installed, repaired and replaced pool pumps, motors, lights and automation.
• Responded quickly to emergency repair calls from customers.
• Replaced defective components with compatible replacements sourced from suppliers.
• Repaired malfunctioning systems by replacing defective components or making necessary adjustments.
• Dismantled devices to gain access to and remove defective parts with various hand and power tools.
• Maintained equipment performance by cleaning and lubricating components.
• Managed inventory of parts and tools, ensuring availability for all repair tasks.
• Ensured compliance with safety standards when performing repairs or servicing equipment.
• Recorded completed repairs, all further repairs required and parts to be ordered on service call ticket.
• Developed and maintained positive relationships with customers to encourage repeat business.

• Installed, repaired and replaced pool pumps, motors, lights and automation.
• Responded quickly to emergency repair calls from customers.
• Replaced defective components with compatible replacements sourced from suppliers.
• Repaired malfunctioning systems by replacing defective components or making necessary adjustments.
• Dismantled devices to gain access to and remove defective parts with various hand and power tools.
• Maintained equipment performance by cleaning and lubricating components.
• Managed inventory of parts and tools, ensuring availability for all repair tasks.
• Ensured compliance with safety standards when performing repairs or servicing equipment.
• Recorded completed repairs, all further repairs required and parts to be ordered on service call ticket.
• Developed and maintained positive relationships with customers to encourage repeat business.