Thomas Bell
Virginia Beach,VA
Summary
IT professional with 5+ years of MSP experience supporting Windows environments, Active Directory, VPNs, firewalls, and network infrastructure across multiple client environments. Experienced in Tier 1 and Tier 2 support, troubleshooting escalated technical issues, and delivering efficient remote support for hardware, software, networking, and business applications. Strong background in customer service, problem-solving, and adapting quickly in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Network Associate II
Dataprise
04.2021 - Current
- Administer tier 2 technical support in dynamic MSP contexts supervising multiple client infrastructures
- tackle escalated issues involving hardware, software, operating systems, networking, VPN connectivity, printers, and business applications.
- Support Active Directory management involving user accounts, permissions, and password reset procedures.
- Configure, personalize, and oversee software workstations and related hardware devices.
- Implement patch management upgrades and security updates for client systems.
- Uphold accurate ticket records, troubleshooting insights, and best practices in ticketing system.
- Resolve network complications involving Wi-Fi connectivity, VPN access, and firewall concerns.
- Ensure delivery of high-quality customer support while fulfilling response and resolution standards.
- Configured and maintained network devices to ensure optimal performance and reliability.
- Monitored network traffic to identify issues and implement corrective actions promptly.
Store Manager
GameStop
08.2017 - 04.2021
- Led team of 5 training initiatives, fostering a culture of continuous improvement and high performance.
- Managed daily store operations, team scheduling, inventory control, and customer service performance.
- Resolved escalated customer concerns and maintained strong customer satisfaction standards.
- Coordinated merchandising strategies and product presentation to improve sales performance.
- Developed leadership, communication, multitasking, and problem-solving skills in a high-volume retail environment.
Education
Associate of Applied Science - Information Technology
Sullivan County Community College
Neversink, NY05-2014
Skills
- Active Directory
- Network Troubleshooting
- VPN Configuration
- Firewall Management
- IP Addressing
- Mobile networking
- Network troubleshooting
- IP addressing
- Network Monitoring
- VoIP Systems
- Tier 1 & Tier 2 Technical Support
- Remote Support
- Hardware & Software Troubleshooting
- Security Updates & Patch Management
- Printer & Peripheral Support
- Ticket Documentation & Escalation
Certification
- IT Glue Certified Professional
- Kaseya Certified Technician
- Google Cybersecurity Professional Certificate
Timeline
Network Associate II
Dataprise
04.2021 - Current
Store Manager
GameStop
08.2017 - 04.2021
Associate of Applied Science - Information Technology
Sullivan County Community College