Summary
Overview
Work History
Education
Skills
Timeline
Generic

EMMANUEL THOMPSON

Training Ambassor/ {PG} Process Guide
Baltimore,MD

Summary

- Offered essential feedback to trainees, leading to enhanced performance and increased satisfaction levels.
- Led productive group discussions, fostering collaborative problem-solving and peer-to-peer interactions.
- Encouraged a culture of ongoing learning, establishing realistic goals with Day over Day Improvements based on formal training.
- Oversaw High Risk Reports/Amnesty Last Touch/Guided Coaching to facilitate preventative measures.

  • Highly motivated and results-oriented professional with a strong foundation in IT support, demonstrated through the Google IT Support Professional Certificate and hands-on experience in network and system troubleshooting.
  • Eager to leverage problem-solving skills and a proactive learning approach to excel in an IT Support Associate II (Tier 3) role at Amazon, contributing to operational excellence and user satisfaction.

Overview

3
3
years of professional experience

Work History

Training Ambassador/Process Guide (PG)

Amazon
02.2024 - Current
  • Served as approachable point-of-contact for both management and trainees, bridging communication gaps effectively.
  • Provided critical feedback to trainees, resulting in improved performance and higher satisfaction levels.
  • Facilitated constructive group discussions, encouraging collaborative problem-solving and peer-to-peer opportunities.
  • Promoted culture of continuous learning, setting realistic goals with Day over Day Improvements based on formal training
  • Monitored High Risk Reports/Amnesty Last Touch/Guided Coaching to support preventative actions.


Amnesty Floor Monitor

Amazon Robotics
10.2022 - 01.2023
  • Oversaw Amazon Robotics by removing obstacles from designated floors, rebooting drives, and resolving jams.Organized misplaced
  • Coordinated the organization of misplaced items, supported RTN add backs, and ensured products adhered to quality standards.
  • Assisted PCF A/B clearing crashes, removing objects from underneath drives and partnering with Facilities
  • Adapted quickly to new AR technology and software applications.
  • Helped with PCF A/B by addressing crashes, extracting items from beneath drives, and collaborating with Facilities.
  • Used critical thinking to break down problems, evaluate solutions and make decision

Education

Help Desk Support Specialist

CompitA+ [Currently]
05.2001 -

Computer Science

Codecademy [Currently]
Online
05.2001 -

Google IT Support Certificate

Courera
Online
01-2024

High School Diploma -

Mergenthaler High School
Baltimore
05.2001 -

Skills

  • Operating Systems: Windows (Client & Server fundamentals), macOS, Linux (Command Line, basic administration)
  • Networking: TCP/IP, DNS, DHCP, Routers, Switches, Wi-Fi configuration, Network Troubleshooting (ping, ipconfig, tracert)
  • Hardware: Desktop & Laptop components, Peripherals (Printers, Scanners), Mobile Devices, Troubleshooting (via ,Device Manager)
  • Software: Microsoft Office Suite, excel, quip familiar with, eg, Slack, specific Amazon internal tools like ARSAW stations, KVM , Hand scanners, station reboot,
  • Troubleshooting Methodologies: [eg, Root Cause Analysis, Tiered Support, Ticket Management (referencing your project)]
  • Other: Virtual Machines (VirtualBox/VMware),

Timeline

Training Ambassador/Process Guide (PG)

Amazon
02.2024 - Current

Amnesty Floor Monitor

Amazon Robotics
10.2022 - 01.2023

Help Desk Support Specialist

CompitA+ [Currently]
05.2001 -

Computer Science

Codecademy [Currently]
05.2001 -

High School Diploma -

Mergenthaler High School
05.2001 -

Google IT Support Certificate

Courera

Similar Profiles

CREATE PROFILE
EMMANUEL THOMPSONTraining Ambassor/ {PG} Process Guide
Profile generated at Zety.com