JAIME THOMAS
Philadelphia
Summary
I have 10 years or more experience in technical support and collaborating with teams to resolve customer hardware/software/network issue. I am able comprehend and learn new applications and skills. I am seeking a job as a technical specialist to advance my career.
Overview
10
10
years of professional experience
Work History
IS Service Desk Analyst
Independence Blue Cross, Business Department
06.2018 - Current
- Provide high quality technical support to users.
- Assist on window 11, Avaya system, Highmark, Citrix, SAAD, Dash, SQL server, ODBC, VS, VPN, MFA and all other internal/external/ hardware and network issues.
- Create and Update Knowledge Base for complex technical issue.
- Monitor call queue and late coverage if needed.
- Research to find multiple resolution for high level issues.
- Provide excellent customer support and satisfaction with knowledge and assistance of incident management, fulfillment, PC STAFF, web server, exchange, voice tech, cross channel and change management processes, practices and procedures.
- Used Active Directory, safenet, DaaS, PowerShell, CMD, SQL Server Reporting Server and more for support
- Diagnose and resolve problems which involve hardware, packaged software, proprietary software and peripheral equipment over the phone or via remote control tools.
- Take training classes , attend meetings, tech tuesday events , and assist coworkers and initiate service to users in order to achieve performance goals.
- 2024 and 2025 GEM AWARD winner
Internship, PC Analyst
Abington Jefferson Health
05.2017 - 08.2017
- Build PC's for OR sections as a part of the new project.
- Configured wireless and printers.
- Adds/Delete computers from the Active Directory
- Assist IT management for special projects assigned.
- Imaging computers throughout the hospital and installed the user requested software
- Configuration, deployment, and replacement of equipment to hospital clients which include Windows and Mac hardware and software.
- Promptly responded to phone calls, emails and personnel requests for IT technical support
- Design plan for the projects and make a list for the required materials that aid to complete the project.
- Responds to high-volume calls and helped users resolve technical issues.
- Configure and deploy desktops, laptops, iPads and peripherals in both Mac and Windows environments
PC Analyst Assistant
Pennsylvania State University, Computer Network Services
08.2015 - 08.2017
- Promptly respond to calls, perform troubleshooting, and suggest accurate solutions to resolve specific issues.
- Assist students with a variety of hardware and software questions in computer labs.
- Personally assist students and facility by troubleshooting MS Office, printer, technical, or software errors.
Education
B.S. - Information Sciences and Technology, IST, B.S.
The Pennsylvania State University
Abington, PA12.2017
Skills
- Proficient: SQL, Oracle, Teradata, Python, Visio, Adobe Software, PC Imaging
- Platforms: Windows Vista/7/8/10/11, Mac OS X
- Working Knowledge: Linux, SQL Databases, MS Visual Studio, HTML, Java, PHP in CPanel, Bootstrap, Knockout JS, RabbitMQ Message Parser, GitHub
- Software: Access, Visual Studio 2013, Oracle, Net Beans, Web Expression 3, MySQL, AQT, Eclipse, MS Office (Word, Excel, Outlook, PowerPoint, Project 2013)
Timeline
IS Service Desk Analyst
Independence Blue Cross, Business Department
06.2018 - Current
Internship, PC Analyst
Abington Jefferson Health
05.2017 - 08.2017
PC Analyst Assistant
Pennsylvania State University, Computer Network Services
08.2015 - 08.2017
B.S. - Information Sciences and Technology, IST, B.S.
The Pennsylvania State University
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