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
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
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
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
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
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