Summary
Overview
Work History
Education
Skills
Timeline
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James Thomas

Coon Rapids,MN

Summary

Experienced Systems Support Engineer familiar with user support and root cause analysis. Advanced knowledge of IT operations and dedication to see issues through to end. Works well in remote and desk-side environments.

Overview

19
19
years of professional experience

Work History

Systems Support Engineer

Gravie Inc
01.2021 - Current
  • Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
  • Tracked problematic system errors by implementing various user support tracking metrics.
  • Effectively communicated with other system engineering personnel and senior executives on joint projects.
  • Configured security settings and granted system access to groups and individuals.
  • Worked effectively in both independent and team environments to exceed IT goals.
  • Maintained computer systems, installed and upgraded new systems.
  • Worked with various departments on integrating new processes for software and manual usage.
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Technical Support Specialist

Stinson Leonard Street
01.2012 - 05.2019
    • Provided Desktop Support and Systems Administration skills along with hardware and software configurations that aided in the resolution of IT related issues
    • Known expertise in diagnosing problems and quickly servicing PC Desktop and Laptop architectures including: Dell, HP, Apple Mac book Pro, Apple iPads along with iPhones
    • Systems Support Specialist
    • Responsible for recognizing, researching, isolating, and resolving, first level information systems problems and coordinates referrals to appropriate technical, professional, or service personnel for appropriate service, repairs, training, and follow-up
    • Currently support over 1200 users and 12 remote offices
    • Provided Client/Back Office Support during the Windows migration from XP to Win7
    • Identify, troubleshoot, and resolve end user issues quickly and accurately
    • Provided IT Technical Support to Clients over the phone and in the work-place
    • Proficient in documenting as well as implementing internal procedures and policies
    • Managed a telecommunication team during the merger process
    • Rolled out 400 Cisco Video Phones, installed new network cable at each location
    • Provide one-on-one helpdesk support and resolve problems to the end user's satisfaction
    • Maintain Asset control of equipment new and legacy equipment
    • Manage accounts and on-boarding new users via Active Directory
    • Strong Team Leadership/Supervisor Skills
    • Lead the move team responsible for setting up new hire computer equipment and phone system
    • Improved customer satisfaction with quick resolution and timely follow-up
    • Self-Starter/Team Player
    • Installed anti-virus software on firm computers such as Norton Anti- Virus on computers
    • Added new users to the system
    • Mobile Device support for Phones, Tablets and Laptops using Mac OS and IOS
    • Main Support specialist for Creative department.

Aveda

Technical Support Specialists
02.2006 - 08.2012
    • Assisted customers in identifying issues and explained solutions to restore service and functionality.
    • Maximized use of hardware and software by training users and interpreting instructions.
    • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
    • Patched software and installed new versions to eliminate security problems and protect data.
    • Installed and configured operating systems and applications.
    • Tested new software and hardware prior to deployment.
    • Created user accounts and assigned permissions.

Education

University of Minnesota
Minneapolis, MN

Skills

Windows, Linux, MAC OSX, SCCM, Remote desktop, Azure SMS, VPN, Telnet, VNC, Have experience working with Wireless Setup and installation in both MAC and PC environments Worked with Active Directory configuring and Managing domain accounts Have worked with Datadog , Cisco Meraki, OKTA,AWS

  • Hardware Installation
  • Mobile Device Management
  • Technical Support

Timeline

Systems Support Engineer

Gravie Inc
01.2021 - Current

Technical Support Specialist

Stinson Leonard Street
01.2012 - 05.2019

Aveda

Technical Support Specialists
02.2006 - 08.2012

University of Minnesota

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James Thomas