Summary
Overview
Work History
Education
Skills
Timeline
Thomas Borho

Thomas Borho

Plano,TX

Summary

Adept at enhancing user experiences and streamlining service delivery, I leveraged my technical and customer service skills at DXC Technology to optimize IT operations and support. My proactive approach in troubleshooting and preventive maintenance, coupled with effective team leadership at Briarcliff Bus Company, INC, drove significant improvements in productivity and user satisfaction.

Overview

16
16
years of professional experience

Work History

Business Title Analyst III Infrastructure Service

DXC Technology
09.2019 - Current
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
  • Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
  • Optimized help desk operations, effectively managing incoming requests to ensure timely and accurate support.

Regent Service Delivery Team CTI NA Campus Support – Global

Atlas Communications Technology Inc.
10.2015 - 09.2019
  • West Region ServiceNow queue Workload Management
  • L2 ServiceNow queue Workload Management
    Monitor, Triage and Assign all tickets in the Western Region Queue and the Level 2 Remote Support Team to SAs for resolution and remediation of user problems.
  • Examine and determine if ticket belongs in the Queues.
    Prioritize by order of receipt
  • Transfer tickets that do not belong in queues
  • Assigned all Marketplace orders that needed to be assigned for entire West Regent, also transferred all orders that do not belong to West Region (TX to CA).
  • Ordered all equipment in the Resolve It queue for the West region (TX to CA)
  • Overdue/Due report for entire West Region (TX TO CA)

General Manager

Briarcliff Bus Company, INC
04.2009 - 08.2015
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Maintained compliance with all regulations, avoiding fines and penalties for the organization.
  • Managed a team of drivers, providing support and guidance to improve performance and productivity.
  • Supervised department personnel by assigning and directing daily tasks as well as evaluating performance to enhance productivity and resolve problems.
  • Organized records of vehicles, schedules and completed orders.
  • Trained new employees on company policies and best practices, fostering a culture of excellence within the department.

Education

BBA - Marketing Management

Baruch College of The City University of New York, New York, NY
2004

Skills

  • Service team support
  • Instructional support
  • Customer Service

Timeline

Business Title Analyst III Infrastructure Service - DXC Technology
09.2019 - Current
Regent Service Delivery Team CTI NA Campus Support – Global - Atlas Communications Technology Inc.
10.2015 - 09.2019
General Manager - Briarcliff Bus Company, INC
04.2009 - 08.2015
Baruch College of The City University of New York - BBA, Marketing Management
Thomas Borho