Jermain Thomas
Boston,MA
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Hardware Analyst II
Medasource
02.2025 - Current
- Company Overview: Contract with Mass General Brigham
- Provide excellent on-site customer service and support to all end-users
- Worked closely with project management and Epic application teams to understand Field Service support needs - complete desktop deployment
- Travel to site-specific hospitals and clinics to support the device mapping, hardware refresh, and Epic 'TDR' script testing to ensure correct application installation
- Troubleshoot and support clinical, business, and IT staff on Ad-Hoc basis
- Environment Device Mapping
- Running Epic Application Test Scripts
- Service Now Ticketing
- Contract with Mass General Brigham
Repair Technician
Asurion
11.2021 - Current
- Resolved customer issues by troubleshooting and repairing phones.
- Responsible for the management of inventory.
- Utilized open communication to provide efficient customer service.
- Resolved and developed solutions in hundreds of IT web sessions for customer devices.
- Diagnosed a range of software, hardware, and connectivity issues with customer devices.
Center Consultant
Fedex Office Print & Ship
05.2015 - 02.2019
- Operating lifting equipment/ machinery for transportation of pallets, packages, and other goods.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Trained and mentored 5 new personnel hired to fulfill various roles.
Sales Consultant
Sprint
09.2017 - 05.2018
- Increased store sales by educating customers on store products, including explaining benefits of choosing products that fit the customer's needs.
- Answered customer telephone calls promptly and in an appropriate manner.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Set up customer accounts and educated them on deals, promotions, and price comparisons between competitors and company plans.
- Built loyal clientele through friendly interactions and consistent appreciation.
Associate Trainer
Panera Cares Community Cafe
01.2013 - 12.2015
- Consistently provided friendly guest service and heartfelt hospitality.
- Promptly and empathetically handled guest concerns and complaints.
- Demonstrated integrity and honesty while interacting with guests, team members and managers.
- Greeted customers and provided excellent customer service.
- Verified that prepared food met all standards for quality and quantity.
- Maintained high standards of customer service during high-volume, fast-paced operations.
Education
No Degree - Game Design
Bunker Hill Community College
Charlestown, MA05-2015
No Degree -
New England Institute of Art
Brookline, MA02.2014
Skills
- iPhone repair expertise
- Collaborative leadership
- Meal assembly skills
- Network IP address allocation
- Epic implementation
- Experience with heavy machinery handling
- Virus detection and remediation
- ServiceNow platform management
- Hardware and software analysis
- Mobile device repair
- Excel data analysis skills
- Strong verbal communication
- Customer service expertise
- Critical thinking in analysis
- KPI analysis
- Deadline adherence
Certification
CompTIA A+
Languages
Japanese
Elementary
Timeline
Hardware Analyst II
Medasource
02.2025 - Current
Repair Technician
Asurion
11.2021 - Current
Sales Consultant
Sprint
09.2017 - 05.2018
Center Consultant
Fedex Office Print & Ship
05.2015 - 02.2019
Associate Trainer
Panera Cares Community Cafe
01.2013 - 12.2015
No Degree - Game Design
Bunker Hill Community College
No Degree -
New England Institute of Art
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