Ryan Thoma
Louisville,KY
Summary
Hello I am Ryan Thoma, a former Tier 2 Customer Service Representative and Database Administrator at Inspiritec (Fort Knox) Defense Manpower Data Center. Responsible for all DSO (Beneficiary) / DSC (IT) employee status in production. I managed a large workforce (100 – 150 personnel) remotely for the last 3 years, and in office, for over 5 years. I have since left the company and am pursuing new opportunities. I handled a few years of customer service work helping veterans with questions regarding their VA benefits and claims questions. I am very experienced with how the VA works and operates based on my previous experiences with my previous positions at Inspiritec Inc. Inspiritec Inc. is a contracted company with the U.S. Army to help with the VA health insurance and VA benefits departments.
Professional with strong background in managing and optimizing database systems. Proven track record in data security, performance tuning, and disaster recovery. Collaborative team player focused on achieving results and adapting to changing needs. Skilled in SQL, database design, and automation, with reliable and flexible approach to challenges.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Database Administrator
InspiriTec - Defense Manpower Data Center (DMDC)
11.2019 - 10.2024
- Managed multiple ticket systems (DSO/DSC) within the Defense Manpower Data Center in a call center environment.
- Supervised IT and beneficiary sides of the Defense Manpower Data Center (DMDC - DSC/DSO), providing status support and schedule updates daily (role-based access control).
- Multiple Operating system experience troubleshooting - Windows/ IOS and Linux, hardware, and software.
- Remote Hardware initialization (Whitelisting) devices & Software installation / maintenance. Windows Role Based Access control.
- Monitored External Sites (Seaside, CA), (Philadelphia, PA), (Jacksonville, FL), while assisting Service Recovery Teams to provide diagnosis of root cause(s) and possible resolution(s) of service interruptions affecting production.
- Service Recovery Team initialization, support, and documentation.
- Service Interruptions - root cause (diagnosis), documentation, and resolution (corrective action).
- VA Benefits and health insurance knowledge regarding military personnel members
- · Provided leadership to personnel ensuring operational goals were completed in an organized, timely manner, while maintaining contractual SLA’s (Service Level Agreements) with the U.S. Government.
- · Ensured members in the DMDC database - (Veterans/ Spouse and Dependents) received quality customer service, in a brief timeline, documented with Ticket numbers until the issue was resolved.
- · Tier 2 IT Support Role Included - Assisting Tier 1 establish root cause and knowledge base resolution, on call training, constructive feedback.
- · Administrative Role Included - CSR Workforce Management (Scheduling, Growth and Conflict Resolution). Live Monitoring all sites for IT related interruptions or natural disasters that may hinder production - forwarding any issues to the correct service team to restore operations promptly. Human Resources & Case Management accommodations per individual case review and approval.
- · Created SOP (Standard Operating Procedure) to improve the Queue Monitor Role.
- · Created daily employee policy compliance database to Inspiritec (Company Contract) and the DMDC (Defense Manpower Data Center, U.S. Government) for future employee use.
- Analyzed operational processes to identify areas for improvement and efficiency gains.
- Monitored compliance with data security protocols to protect sensitive information.
- Implemented backup and recovery strategies to safeguard data integrity.
Heavy Equipment Operator (MOS 12N)
U.S. Army Engineer
11.2012 - 06.2015
- Honorably Discharged
- Operated bulldozers and excavators to construct and maintain military infrastructure.
- • Basic Combat Training (10 weeks)
• Advanced Individual Training – Heavy Equipment Operator (8 weeks), Fort Leonard Wood, Missouri
• Training in equipment maintenance, construction site preparation, surveying, and safety procedure - Streamlined excavation processes to meet stringent deadlines, operating excavators with precision.
- Enhanced site safety by rigorously following operational protocols and conducting regular equipment inspections.
- Followed safety protocols while operating machinery.
- Assessed work sites daily for potential hazards.
- Performed preventive maintenance to prolong life of equipment.
- Inspected and maintained heavy equipment used in construction projects.
- Monitored fuel, oil and water levels of heavy equipment.
- Checked equipment performance and made necessary repairs.
- Operated compactors to compact soil, asphalt and other materials.
- Made necessary adjustments to machinery for optimum performance.
- Read blueprints and understood technical drawings.
- Provided technical assistance to other workers on job site.
Wind Turbine Technician
RBG USA
03.2008 - 12.2011
- Conducted routine inspections and maintenance of wind turbine systems to ensure optimal performance.
- Diagnosed mechanical issues using specialized tools, enhancing troubleshooting efficiency.
- Hands-on experience in the installation, inspection, maintenance, and repair of wind turbine systems.
- Skilled in troubleshooting electrical, hydraulic, and mechanical components to ensure optimal performance and uptime of renewable energy equipment.
- Demonstrated strong technical proficiency, physical endurance, and adherence to industry safety standards.Adept at working at heights and in varying weather conditions, while collaborating effectively with team members to meet production and maintenance goals.
- Adept at working at heights and in varying weather conditions while collaborating effectively with team members to meet production and maintenance goals.
Key Skills:
Wind turbine installation and commissioning
Preventative and corrective maintenance
Electrical, hydraulic, and mechanical troubleshooting
Tower climbing and safety compliance (OSHA/ANSI standards)
SCADA monitoring and performance data analysis
Use of specialized tools and diagnostic equipment
Documentation and reporting of maintenance activities
Team collaboration and communication in field environments
Education
Bachelor’s Degree - Network Security
Sullivan University
Louisville, KY09-2019
Associates of Arts Degree - Information Technology/ Networking
University of Phoenix
Phoenix, AZ01.2011
Skills
- Proficient in Windows Server 2008/2008R2, 2012, and 2016
- Programming Experience - C##, PowerShell, Linux Debian, Python, Kali, HTML & JavaScript
- Proficient in Mac / Windows 7, 8, 81, 10 & 11, Microsoft Office, Word, PowerPoint, Outlook, Access, Excel (Pivot Tables & V-Lookup), Visio, Visual Studio 17, Linux, Security Onion, Citrix Workspace/VPN, Remote Software Installation Support
- Experienced in DSO/DSC service Desk (SNOW), Interaction Client Desktop (Call Center Phone Client) & Interaction Client Business Manager (Administrator Employee Management - scheduling/ workstation initialization and monitoring), Wireshark, Forensic Autopsy, Forensic Toolkit, Nmap/ ZenMap, SQL
- Proficient with Virtualization Platforms - Remote Desktop Protocol, Microsoft Hyper-V & Oracle VirtualBox
- Database management
- Data security protocols
- Role-based access control
- Backup and recovery strategies
- Troubleshooting techniques
- IT support services
- Ticket management systems
- Technical documentation skills
- Incident resolution strategies
- System performance monitoring
- Backup and recovery
- Database monitoring
- Database troubleshooting
- Database administration
- Linux operating system
- Database development
- SQL proficiency
- Data security
- Microsoft NET framework
- Python
- Root-cause analysis
Certification
- Advanced Individual Training (AIT) certified in (12N) Horizontal Construction Engineer (Airborne 82nd Army)
- Army combat lifesaver (CLS) qualified
- Red Cross (CPR) certified
- Test Out PC Pro A+ certified
Timeline
Database Administrator
InspiriTec - Defense Manpower Data Center (DMDC)
11.2019 - 10.2024
Heavy Equipment Operator (MOS 12N)
U.S. Army Engineer
11.2012 - 06.2015
Wind Turbine Technician
RBG USA
03.2008 - 12.2011
Bachelor’s Degree - Network Security
Sullivan University
Associates of Arts Degree - Information Technology/ Networking
University of Phoenix
LinkedIn Profile Information
https://www.linkedin.com/in/ryan-thoma-864508146/