Joshua Thomas
Detroit
Summary
Results-driven IT Services Professional with over a decade of experience excelling in technical support, leading teams, and streamlining service operations. Demonstrated success in reducing turnaround times, training staff, and implementing process enhancements to exceed customer satisfaction targets. Utilizing strong communication and problem-solving abilities to deliver innovative technology solutions and drive business value. Skilled in IT infrastructure and support, with advanced troubleshooting capabilities to swiftly resolve technical issues. Proficient in network security protocols and systems management best practices.
Overview
13
13
years of professional experience
Work History
IT Specialist
HCL Technologies
01.2020 - Current
- Manage incoming incidents daily for multiple enterprise clients, providing support for hardware and software issues.
- Deliver technical assistance via phone, email, and chat, maintaining high resolution rates.
- Run diagnostics and perform repairs, installations, and upgrades on diverse hardware/software configurations.
- Document customer interactions thoroughly and escalate complex issues to senior engineers when needed.
- Follow up with clients to ensure long-term resolution and satisfaction.
- Notable clients served through HCL: Ford Motor Company, Dover Corporation, MunichRe.
Professional Services Lead
365 Retail Markets
08.2016 - 02.2018
- Led on-site repairs and project deployments to implement technology solutions for corporate clients.
- Developed and delivered training programs for staff on proprietary systems.
- Authored technical documentation for internal and client use.
- Produced detailed resource and progress reports for clients and management.
Air-Vend Support Lead
365 Retail Markets
05.2016 - 08.2017
- Managed escalated customer cases, maintaining a high first-contact resolution rate.
- Traveled for advanced training on new products and system rollouts.
- Provided coaching to support staff, boosting team efficiency by 20%.
Client Success Specialist
365 Retail Markets
02.2015 - 05.2016
- Documented and monitored problems to ensure timely resolution with follow-up.
- Assessed issues and escalated as needed to higher levels of client support.
- Managed client cases within Salesforce CRM and communicated delays to management.
Geek Squad Advanced Repair Agent
Best Buy
05.2013 - 02.2015
- Communicated between clients, vendors, and service centers during repairs.
- Managed secure storage and protection of client data.
- Performed accurate and efficient repairs on a range of electronic devices.
Geek Squad Consultation Agent
Best Buy
09.2012 - 05.2013
- Provided clients with tailored solutions aligning with their definition of fix.
- Explained services and technology to help clients achieve business goals.
- Facilitated the implementation of policies and procedures during device check-in.
Education
Harmony Point Computer Training Center
06.2012
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Wayne County Community College
02.2009
Skills
- IT troubleshooting
- IT documentation
- Information security
- Troubleshooting
- Software implementation
- System upgrades
- Project implementation
Accomplishments
- Ranked #1 in district for service turnaround time.
- Awarded MVP by management for outstanding performance.
- Received Congressional Recognition for contributions in Information Technology.
- Achieved #1 ranking in Customer Satisfaction Index regionally.
Summary of Qualifications
- Improved turnaround time in both team-based and individual settings.
- Trained entry-level employees and industry leaders in proprietary product handling.
- Managed local and remote IT departments effectively.
- Created service manuals for customer-facing and internal departmental use.
Timeline
IT Specialist
HCL Technologies
01.2020 - Current
Professional Services Lead
365 Retail Markets
08.2016 - 02.2018
Air-Vend Support Lead
365 Retail Markets
05.2016 - 08.2017
Client Success Specialist
365 Retail Markets
02.2015 - 05.2016
Geek Squad Advanced Repair Agent
Best Buy
05.2013 - 02.2015
Geek Squad Consultation Agent
Best Buy
09.2012 - 05.2013
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Wayne County Community College
Harmony Point Computer Training Center
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