Shannon Thomas

• Troubleshooting tier 3 software and hardware technical issues while gathering pertinent information to resolve or escalate the problem. Providing advice and assisting Cognizant associates on a 24 x 7 basis, as needed, to include communicating technical information to both technical and nontechnical personnel.
• Diagnose, investigate and resolve computer issues via telephone or remotely, including desktop visits, printer installations, software installations and software compatibility issues.
• Migrated over 1,000 laptops to Windows 10 and 11. Performed manual and automated testing on Windows 10 and 11 to make sure applications have their compatibilities to perform.
• Demonstrated competency of the following: Microsoft Office Business Solution Products, Symantec Antivirus, Bitlocker, Big Fix, Remote Assistant, Microsoft Edge and Mozilla Firefox.
• Demonstrated strong technical “savvy” with regard to terminology, and the ability to interpret what a non-technical customer is really saying, in order to converse well with the customer on a non-technical level.
• Currently Using PXE Imaging Software for laptops.
• Experience in Active Directory, DNS, DHCP and File and Print servers.
• Currently managing and troubleshooting over 500 company users VDI’s and Printers through web access. Also using Director and VMware (VSphere) to connect to VDI’s

• Provides advanced computer Helpdesk support for end users and network technicians. Monitors and responds to Help Desk assignments via phone and in person. Trains end users and technicians on the use of desktop computing tools.
• Administration of user accounts, resource access, e-mail and security. Monitors and reports on server statistics. Monitors and maintains backups, restores and tape rotations to ensure data accessibility and integrity.
• Upgraded 500 users from Windows XP to Windows 7
• Creates project plans, documentation, and makes presentations to management under the direction of the Department Manager. Serves as the team lead to complete approved projects.
• Process hardware and software requests by coordinating user setup, upgrades, and installations
• Installed and employed 3 com avaya phone system to 500 users.
• Implemented, Configured, and Administered new users on the Cisco VoIP Avaya phones with Cisco Call Manager web interface to 300 users

• Understands TL9000 and ISO9000 requirements and their relationship to warehousing.
• Install, configure, and wipe various product/equipment per Build Specifications and/or Configuration

instructions

• Upgraded 300 users from Windows XP to Windows 7
• Configure printers, Install hard drives.
• Build, configured and deployed over 600 workstations for district users, including hardware and

software customer training

• Install hard drives.