Roberto Thomas
Port Richey,FL
Summary
IT professional with expertise in supporting end users with exceptional customer service and team player/leadership skills. I have outstanding customer service skills resolving technical issues and educating end-users as well as being a team player making significant contributions to team and individual success.
Overview
12
12
years of professional experience
Work History
UC Support Specialist T1/T2
New Era Technology
Tampa, FL
03.2023 - 06.2025
- Provided cross-functional IT support across VOIP, Networking, Office 365, Physical Security, and Cybersecurity departments.
- VOIP: Worked with Cisco networking, hosted PBX systems such as 8x8, CoreDial, and WhiteLabel; troubleshot and configured devices including Cisco phones, Avaya IPO, Polycom, Yealink, and Edge devices.
- Networking: Monitored and maintained network infrastructure using tools like Auvik, N-able, and Cisco Meraki, supporting a variety of switches, access points, and routers.
- Office 365: Provided direct support for Microsoft 365 tenant administration, including user and license management, Exchange Online, SharePoint, OneDrive, and Teams.
- Physical Security: Installed, configured, and monitored CCTV and access control systems using platforms like COPS Monitoring, Alarm.com, Brivo, and Avigilon.
- Cybersecurity: Acted as a Tier 1 cybersecurity analyst, conducting endpoint protection monitoring, alert triage, and incident escalation using tools like SentinelOne and the Microsoft 365 Security & Compliance Center. Handled basic remediation steps, maintained email security rules and threat policies, and collaborated with senior analysts on phishing investigations, malware containment, and user access reviews.
Tier 1 NOC Engineer
NewEra Technology
Tampa, FL
01.2021 - 03.2023
- Comprehensive understanding of network services and networks such as TCP/IP, SDWAN, VWAN, Cloud services and VoIP.
- Installing and configuring network equipment
- Monitoring computer systems to improve network performance for all systems
- Troubleshooting, resolving, and communicating networking issues to other employees and management
- Wide understanding and practical knowledge of networking systems such as LAN, firewalls, routers and Switches, VMware, and Meraki devices.
- Ability to analyze and evaluate networks, identify issues and provide solutions to ensure networks are operating efficiently
- Ability to manage multiple issues simultaneously while working under pressure.
- Ability to communicate technical information to other technical team members but also to coworkers in other departments to provide acceptable solutions to network issues.
Global Service Coordinator
Global Convergence
Tampa, FL
12.2021 - 12.2021
- Act as a liaison between customers, vendor/partners, NOC technical resources.
- Coordinate the execution of professional services with varied levels of complexity and length.
- Communicate with clients regarding request status, budget, technical and other sensitive scope-related issues.
- Document process deficiencies and communicate improvement plans to ensure optimal efficiency in request delivery
- Flexible communication and interpersonal skills to engage with sales, marketing, and professional services personnel
- Excellent organizational skills
- Excellent skills in written communication and documentation
- Ability to define, document and review project requirements and use cases
- Possess solid logic, analytical skills and technical computer skills.
Tier 1 Service Support
AT&T
Tampa, FL
11.2013 - 12.2015
- Identified and corrected performance issues.
- Oversaw the daily performance of computer systems.
- Maintained records of daily data communication transactions, problems and remedial actions taken.
- Referred major hardware and software problems and defective products to vendors or technicians for service.
- Trained users in the proper use of hardware and software.
- Escalated unresolved issues to appropriate level.
- Applied performance tuning techniques.
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Provided base level IT support to non-technical personnel within the business.
- Managed call flow and responded to technical support needs of customers.
Education
BS - Information Technology
University of South Florida
Tampa, FL06.2025
A.A - Computer Science
Hillsborough Community College
01.2015
Bachelor of Science - Cybersecurity
Keiser University
Fort Lauderdale, FLSkills
- MS Windows proficient
- Adheres to customer service procedures
- Knowledgeable in Managed Hosting Ops/ Business Application Support
- Customer interface expertise
- Exceptional communication skills
- Inbound call center / resolving and escalation tickets to Tier 2/ 3
- Managing multiple projects simultaneously
- Troubleshooting
- LAN
- Network Monitoring
- Computer Networking
- Network Firewalls
- Help Desk
- TCP/IP
- Operating Systems
- Network Support
- VMWare
- VoIP
- Physical Security
- Cybersecurity
- Computer skills
- Communication skills
- Software troubleshooting
- IT
- Microsoft Exchange
- Active Directory
- Analysis skills
- Telecommunication
- DHCP
- Technical Support
- Shell Scripting
- Serving
Timeline
UC Support Specialist T1/T2
New Era Technology
03.2023 - 06.2025
Global Service Coordinator
Global Convergence
12.2021 - 12.2021
Tier 1 NOC Engineer
NewEra Technology
01.2021 - 03.2023
Tier 1 Service Support
AT&T
11.2013 - 12.2015
A.A - Computer Science
Hillsborough Community College
BS - Information Technology
University of South Florida
Bachelor of Science - Cybersecurity
Keiser University