Justin Thompson
Nashville,TN
Summary
Personable and dedicated IT Support Specialist with extensive experience providing technical assistance and solutions in fast-paced environments. Strong team player with a positive attitude and proven ability to build rapport with end-users and clients. Skilled in troubleshooting, system administration, and customer-focused support, with a track record of maintaining high satisfaction levels. Enthusiastic and results-driven, committed to leveraging technical expertise and communication skills to enhance user productivity and contribute to organizational success.
Overview
5
5
years of professional experience
Work History
IT Field Services Technician
ImageQuest
Nashville, TN
07.2024 - Current
- Serve as an onsite IT field technician for a Managed Services Provider, supporting 90+ business clients; travel to client sites for technical issues that remain unresolved remotely.
- Diagnosed hardware and software faults and resolved technical problems either remotely or on-site in a timely manner.
- Installed, configured, tested, maintained, monitored and troubleshot computer systems and network equipment.
- Developed detailed documentation for each customer and client's IT environment for future reference purposes.
- Image and deploy computers, configure VPN connections, integrate endpoints with Intune, and join devices to the domain environment.
- Configure, maintain, and troubleshoot Cisco Meraki networking equipment, including firewalls, switches, and access points; perform hardware replacements as required.
- Assist with server installations and backup battery deployments, working closely with system administrators to maintain infrastructure reliability.
- Provide onsite technical support, including installation, configuration, and troubleshooting of IT hardware and software.
- Diagnose and resolve hardware and software issues, including repairs and reinstallation.
- Document service activities, repairs, and installations thoroughly, including time tracking.
- Communicated effectively with clients to understand their technical needs and concerns.
- Participated in team meetings to discuss challenges faced during service calls and suggest solutions accordingly.
- Responded promptly to emergency requests from customers and clients when necessary.
- Created user accounts, profiles and passwords in accordance with company policy.
- Diagnosed and resolved technical issues in field environments efficiently.
IT Field Technician
Driven Brands
Nashville, TN
11.2021 - 07.2024
- Act as the first line of support for hardware and software requests from end-users across the Nashville and Kentucky area.
- Configure and set up car wash Point of Sale (PoS), Firewalls, and Tunnel Control systems at various locations in the region.
- Configure new computers, mobile phones, and other hardware for users.
- Set up and configure VoIP desk and mobile phones.
- Install and support Office 365, remote access software, and other applications.
- Handle networking cabling, switches, and Internet connections in offices and car wash outlets.
- Proactively monitor and maintain operational status of car washes in the region, taking swift action to resolve any issues.
- Maintain active communication with District Managers and site staff to keep them informed of support and maintenance activities.
- Promote the use of ticketing system to ensure proper tracking and communication of work.
- Lead IT infrastructure projects, including software and hardware implementation.
- Propose innovative ideas and solutions to improve business efficiency and productivity.
- Provide employees with appropriate technology tools to enhance their efficiency in performing their functions.
Service Desk Specialists
DaVita Kidney Care
Nashville, TN
02.2021 - 11.2021
- Utilize extensive IT knowledge, advanced tools, and exceptional problem-solving skills to analyze, diagnose, and resolve computer-related issues.
- Offer on-call support as per non-business hours schedule.
- Maintain detailed logs and documentation of troubleshooting steps and solutions, adhering to current knowledgebase practices.
- Effectively communicate with customers, providing regular status updates and ensuring their satisfaction through follow-up interactions.
- Accomplish additional tasks and projects assigned by Service Desk (Help Desk) leadership.
- Provided technical support to users on various software and hardware issues.
- Diagnosed and resolved issues through remote tools and ticketing systems.
- Documented troubleshooting steps for knowledge base improvements and user training.
Education
Bachelor of Business Administration (BBA) - Business Information Systems
Tennessee State University
Nashville, TNIT Infrastructure Professional -
Nashville Software School
Nashville, TNSkills
- Windows 10/11
- Microsoft 365
- Microsoft Entra
- User support
- Active Directory
- Cisco Meraki
- Microsoft Intune
- Hardware troubleshooting
- Software installation
- Network configuration
- Technical support
- VPN setup and management
- Windows Powershell
- Client Onboarding
Timeline
IT Field Services Technician
ImageQuest
07.2024 - Current
IT Field Technician
Driven Brands
11.2021 - 07.2024
Service Desk Specialists
DaVita Kidney Care
02.2021 - 11.2021
Bachelor of Business Administration (BBA) - Business Information Systems
Tennessee State University
IT Infrastructure Professional -
Nashville Software School