Mark Thomas
Hendersonville,NC
Summary
Dynamic IT Support Specialist with a proven track record at AdventHealth Information Technology, enhancing system efficiency and reducing user downtime. Expert in operating system support and fostering teamwork, I've driven IT infrastructure growth and significantly improved technical support delivery. Skilled in both hardware installation and effective communication, my strategic approach has consistently boosted productivity and user satisfaction. IT professional with solid foundation in providing technical support and resolving IT-related issues. Proven track record of enhancing system performance and delivering effective solutions that align with business needs. Known for collaborative approach and adaptability in dynamic environments, ensuring reliable support and seamless teamwork.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Music Director
West Hendersonville Baptist Church
10.2022 - Current
- Led live music performances and rehearsals, directing musicians to achieve top-notch performances.
- Organized seasonal programming schedules that catered to varied audiences preferences while considering performers availability.
- Selected music for Christmas holiday performances and special events.
- Planned and scheduled rehearsals and performances and arranged details such as locations, accompanists and instrumentalists.
- Fostered a positive rehearsal environment, promoting open communication and constructive feedback among musicians.
- Handled requests for specific musical selections.
- Directed groups at rehearsals to achieve desired effects such as tonal and harmonic balance dynamics, rhythm, and tempo.
- Collaborated with musicians for seamless coordination and optimal execution of live events.
- Promoted upcoming concerts through social media campaigns, increasing audience turnout at events.
- Maintained an organized music library, streamlining access to scores for rehearsals and performances.
Information Technology Support Specialist - Sr
AdventHealth Information Technology
02.2005 - Current
- Reduced downtime for users by providing timely and efficient technical support via phone, email, and inperson.
- Assisted in developing strategic plans for IT infrastructure growth based on projected company expansion.
- Demonstrated versatility through supporting various hardware devices, software applications, and operating systems in a rapidly changing IT environment.
- Boosted productivity through training end-users on the proper use of various applications and tools.
- Provided essential support during major technology rollouts, ensuring smooth transitions with minimal disruption to endusers.
- Collaborated closely with cross-functional teams to address technology-related challenges impacting other departments within the organization effectively.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
Asst Store Manager
BI-LO
02.1992 - 02.2005
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Education
Bachelor of Science - Business Administration And Management
UNC - Asheville
Asheville12-1994
Skills
- Operating System Support
- Remote Support
- IT Asset Management
- Help Desk Support
- Wireless Networking
- Hardware Installation
- IT Documentation
- Application support
- Incident Management
- System Configuration
- Backup Management
- Data Recovery
- End-User Training
- Software Deployment
- ITIL Processes
- Virtualization Technologies
- Server maintenance
- Customer Service
- Desktop support
- Ticket management
- Software Installation
- Product Troubleshooting
- Technical issues analysis
- Network configuration
- Service support
- Issue Troubleshooting
- Technical Troubleshooting
- Windows 10
- Customer service expert
- Ticket support system management
- Microsoft Outlook
- Security Protocols
- Complaint resolution
- Application installations
- User Support
- Hardware diagnostics
- LAN/WAN
- Call Center Operations
- Hardware upgrades
- User credential management
- TCP/IP
- Technical Support
- Account Management
- Software diagnosis
- Systems Analysis
- Staff education and training
- Account updating
- Information Protection
- System Administration
- Support case resolution
- Hardware and Peripherals
- Operating systems
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Microsoft Windows and Office
- Multitasking Abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
Certification
- MS-900 Microsoft July 2024
Timeline
Music Director
West Hendersonville Baptist Church
10.2022 - Current
Information Technology Support Specialist - Sr
AdventHealth Information Technology
02.2005 - Current
Asst Store Manager
BI-LO
02.1992 - 02.2005
- MS-900 Microsoft July 2024
Bachelor of Science - Business Administration And Management
UNC - Asheville
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