Nicholas Thompson
Elkins Park,PA
Summary
Dynamic IT professional with 15 years of extensive experience, excelling in hardware troubleshooting and incident management. Proven track record of enhancing productivity through effective network administration and user support. Committed to implementing security protocols and delivering exceptional customer service in fast-paced environments.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk Technician Senior Specialist
Leidos QTC Health Services
04.2022 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Assisted in development of system security protocols.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed, configured and maintained computer systems and network connections.
- Developed and implemented preventive maintenance procedures.
- Proficient in Servicenow ticket system
Sr. Service Desk Analyst
Jacent Strategic Merchandising
11.2018 - 04.2024
- Successfully managed and maintained all aspects of Office 365 administration, including user accounts, groups, and Team channels, resulting in smooth day-to-day operations and increased productivity.
- NetSuite and Proofpoint Admin Constantly updating email accounts for organizing with blocked emails, safe senders, quarantined and recall of any email.
- Implemented successful upgrade of network devices from SonicWALL and HP procurve to Meraki Firewall, switches, and Access Points, improving network efficiency by 30%.
- Streamlined equipment ordering process and optimized inventory management, leading to an increase in productivity.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
IT Support Analyst
Burke, Warren, MacKay & Serritella
06.2016 - 08.2018
- Implemented new DMS and software for 130 employees, upgrading from Office 2010 to 2016 and updating all PC's and laptops, resulting in increased productivity and improved workflow.
- Worked daily on troubleshooting with end-users on Microsoft office 365 and office Suite 2016 for 130 employees, along with training new and existing users since September 2016
- Creating and deploying scripts within Kace 1000 (SMA) along with managing system and software inventory for all users. ·
- Worked within Active Directory in creating new users, setting up distribution and security groups along with creating and managing group polices
- Delivered services to customer locations within specific timeframes.
- Proved successful working within tight deadlines and a fast-paced environment.
IT Support Analyst
Segal Mc Cambridge Singer & Mahoney
03.2014 - 06.2016
- Delivered services to customer locations within specific timeframes.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Successfully resolved technical issues for over 415 employees, resulting in a 98% satisfaction rate and minimal downtime.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
High School Diploma -
Johnson County Community College
Skills
- Expertise in hardware troubleshooting
- Implementation of security protocols
- Asset management
- Remote troubleshooting
- Network and server administration
- Application installation expertise
- Incident management
- Videoconferencing
- Network troubleshooting
- Application troubleshooting expertise
- Technical service support
- Desktop support
- Customer success management
- User support
Certification
- ITIL 4 foundation Certified passed on 6-10-2024
Timeline
Service Desk Technician Senior Specialist
Leidos QTC Health Services
04.2022 - Current
Sr. Service Desk Analyst
Jacent Strategic Merchandising
11.2018 - 04.2024
IT Support Analyst
Burke, Warren, MacKay & Serritella
06.2016 - 08.2018
IT Support Analyst
Segal Mc Cambridge Singer & Mahoney
03.2014 - 06.2016
High School Diploma -
Johnson County Community College
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