Thomas Borho

Work History

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.

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)

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.