Sean Thoms

Managed new employee onboarding providing equipment, provided Desktop Support for both remote and in-office staff, assisted the network infrastructure team, and contributed to laptop refresh initiatives. Oversaw disposal of outdated equipment, proactively addressed hardware/software issues in Break/Fix scenarios, and handled additional daily duties as outlined below.

• Managed equipment disposals in compliance with company standards, covering both break/fix scenarios and end-of-life systems.
• Collaborated with technicians from IBM and Dell to arrange on-site repairs for laptops that were still under warranty.
• Secured PHI data on storage devices and ensured proper destruction of hard drives and similar storage components for data protection.
• Provided on-site support for in-house and work at home user addressing various range of technical issues
• Installed and removed all IT-related equipment for employees' desks and work spaces
• Replaced/upgraded end-of-life equipment
• Handled special escalations for VIPs, executives, directors, and CEO
• Rotation of on-call support responsibilities monthly
• Prepared conference rooms for daily meetings and conducted daily testing of Polycom Teleconferencing systems for remote video sessions to other cities
• Provisioned Polycom VOIP Phones, updated firmware, and ensured their recognition on VOIP network
• Managed retrieval of new equipment orders, verified orders, and uploaded assets into system for use
• Aruba Network Device provisioning to encrypt network traffic across WAN connections
• Worked with recycle vendors for removal of end-of-life and broken devices (printers, laptops, desktops, monitors, etc.)
• New hire hardware preparation, laptops, printers, monitors, Phones
• Provided technical support for all company portal tools and thin clients
• Asset management for all assigned assets for all employees and locations
• Assisted Infrastructure team with switch/UPS/server rack swaps, software upgrades, roll-outs, and remote changes
• Common tools used for support - Microsoft Azure, AD Users & Groups, LanSweeper Asset Management, SolarWinds Web Help Desk, Microsoft Office Suite, Microsoft Office 365, DUO Network Authentication Access, Tableau, FedEx Shipping Tools, Microsoft Endpoint, Putty, Powershell, VMware, GlobalProtect VPN, Cisco AnyConnect VPN, Silkroad, Interaction Desktop, Genesis Screen Capture, Microsoft Authenticator, Microsoft Company Portal and InTune.

• Konica Minolta’s technical support team. Support for Konica Minolta Business Solutions product
• This includes numerous company print management software titles in addition providing technical support for network connectivity issues and apps for all Bizhub Series and Accuriopress Multi-Function Printers
• Inbound technical support for installing and configuring Konica Minolta print drivers
• Support for print management software from Konica Minolta (Dispatcher, eCopy, Equictrac, etc.)
• Daily training on product knowledge for support on new Bizhub Series printers
• Technical support for Konica Minolta’s Fiery print server and Command Workstation software
• Remote support for all Operating Systems (OSx, Windows XP thru Windows 10, Linux, Windows Server 2008/2012/2016)
• Inbound and Outbound technical support
• Logging pertinent information for Client and updating company database.

• WellCare's Desktop Fulfillment Team was responsible for providing new users with Laptops and Desktops at WellCare's Corporate Center of over 2000+ employees in Tampa area and over 8000 employees abroad
• Laptops from HP underwent imaging on workbench through via SCCM imaging server
• Other tasks and daily responsibilities would include imaging HP laptops, PC/Phone/Printer Equipment moves, receiving/picking up hardware for terminated employees, troubleshooting software installations, network printers installation/troubleshoot and network configuration, using CA ticket systems for requests, technical support on various WellCare products, maintaining tickets and requests for 2000+ users in Tampa Bay area, laptop/desktop/monitors/printer deployments for new users, PC moves for on-site location as well as local remote locations in Tampa Bay area, O/S refreshes, O/S upgrades, software install/upgrades/updates/configuration, preparation of various hardware/laptops/desktops to be shipped to end users remotely, working directly with department management and end users to complete specific ticket requests, entering details such as end of lease information for HP hardware, account information for users and call logs into APM system, addressing customer inquiries, solving problems, providing new product information.

• Assisted in maintaining Network for Marketing Company with over 200 Employees
• Proficient in QuickBooks 2008 and 2012 data management
• ManageEngine Helpdesk computer management software
• Provided support for Multiple locations and sister company's
• Provided support for Sophos/Sonic/Astaro/Barracuda Firewall configuration and filtering unwanted traffic and spam
• Wireless Configuration for Netgear Routers and access points
• Managed Dell, Cisco and Netgear Switches
• Assisted network administrator with Physical Network including Cabling and termination on cat 5 and 6
• Specialized System builds for specific roles in Production, Sales, Platform development, Graphic Designers, Videographers, etc
• Administration of VPNs and all Remote Access
• Network and PC Security using Kaspersky Security Administration Console
• E-Mail Account Management creating/deleting/modifying/troubleshooting email accounts
• Proactively managing email Spam Filters using Sophos/Astaro and Barracuda Firewall
• Management of Active Directory creating new users and managing non-active accounts
• Maintain Active Directory's users/groups by maintaining specific permissions within company's guidelines
• Assisted network administrator with Domain Controllers and upkeep
• VOIP System (Elastix) with FreePBX and all phone hardware
• Experience using Telovations VOIP system by Brighthouse
• Assisted network administrator with Servers and Backups of all company data using Microsoft DPM software.

• Resolving issues with remote users via LogMeIn and Remote Desktop or Uvnc, etc
• Assisting users with browser-related plug-ins ActiveX features needed for searching Government property appraiser websites specific to browser security
• Managed company’s in-house email server using SmarterMail and Cpanel
• Managed SQL data servers
• Quickbooks 2008 and 2012 data management
• Support for Microsoft Office (Outlook, Excel, Word, PowerPoint, Access) 2002 - 2015
• Support for Microsoft Operating Systems 98se to Windows 10
• Support for OSx Operating systems
• ManageEngine Helpdesk computer management software
• Backup management using Microsoft’s DPM
• Managing Sophos/Astaro firewall for inbound and outbound traffic
• Security management using Kaspersky Security Administration Console for protection on workstations, servers, and personal systems
• Troubleshooting network-related issues
• Maintained Nortel phone systems
• HP Printer Technician and printer feature programming
• Hewlett Packard Printer Data Management Software.

• Help Desk call center for Tier two technical support for Dell Optiplex Systems, manage 50 customer calls per day
• Technical support for small/medium businesses across country and abroad
• Technical support for Microsoft XP and Dell related technical issues
• Support both Dell hardware and Dell software issues
• Remote support for Dell product owners using latest remote technologies and tools to resolve problems
• Troubleshoot Dell peripherals on Networked environment
• Dell Printer Support
• Troubleshooting on calls targeting exact problem with consumer such as diagnosing power-related issue or Motherboard issue
• Dispatching remote technicians for in-house Dell service plans
• Remote software installation for Dell related products
• Dispatching parts to Dell business clients for self-type fixes and remote technicians.

• Computer Repair
• Software and Computer sales
• Upgrading Computer systems – RAM, HDD, OS, Graphics, etc
• Selling home services for home networking, printing, troubleshooting/break/fix, etc
• Virus Removal Malware protection
• System Cleaning and registry performance optimizations
• Data Migration and Backups
• Security and Data Protection
• Cloning HDD to newer faster Solid State drives.