Shai Thomas
St John,IN
Summary
Experienced IT Support Specialist with 10+ years of expertise in technical support, cloud services, Linux administration, and troubleshooting enterprise systems. Skilled in diagnosing and resolving software, hardware, and networking issues in fast-paced, high-demand environments. Strong background in SaaS applications, cloud platforms, and security best practices. Proven ability to work collaboratively across teams, manage escalations, and provide exceptional customer support.
Overview
11
11
years of professional experience
Work History
IT Technical Support Analyst (Tier II)
Quest Technology Management
12.2015 - 03.2025
- Resolved a diverse range of technical issues across multiple systems and applications
- Used ticketing systems to manage and process support actions and requests
- Identifying issues and explaining solutions to restore service and functionality
- Responded promptly to incoming sales leads and requests for technical support
- Submitted service tickets for equipment maintenance requests
- Resolved escalated issues by serving as subject matter experts on wide-ranging issues
- Troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and routers
- Documented support interactions for future reference
- Assisted with updating technical support, the best practices for use by team
- Provided Tier 2 IT support to non-technical internal users through desk side support services
IT Technical Support Specialist
Conifer Solutions
01.2014 - 12.2015
- Resolved a diverse range of technical issues across multiple systems and applications
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Monitored systems in operation and quickly troubleshot errors
- Promoted efficiency among departments with prompt resolution of system issues
- Configured hardware and granted system permissions to new employees
- Used ticketing systems to manage and process support actions and requests
- Documented support interactions for future reference
- Submitted service tickets for equipment maintenance requests
- Assisted with updating technical support, the best practices for use by team
Education
Associate of Science - Computer And Information Systems
Indiana University, Bloomington
Bloomington, IN06-2010
Skills
- MacOS
- Java Full Stack
- JIRA
- Zendesk
- Microsoft
- SaaS
- Windows Systems
- TCP/IP
- Salesforce
- Ticketing systems
- Google Workspace
- Network diagnostics
- Active Directory Support
- LAN/WAN
- VPN/VDI
- Linux
- Azure
- Slack
Timeline
IT Technical Support Analyst (Tier II)
Quest Technology Management
12.2015 - 03.2025
IT Technical Support Specialist
Conifer Solutions
01.2014 - 12.2015
Associate of Science - Computer And Information Systems
Indiana University, Bloomington
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