Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Thomas McLaughlin

Columbus,OH

Summary

Resourceful IT Technician offering 8 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows and Mac OS environments.

Overview

11
11
years of professional experience
6
6
Certification

Work History

Help Desk Technician

Ohio Army National Guard
COLUMBUS, OH
05.2023 - Current
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Responded promptly to customer inquiries via phone or email.
  • Identified recurring technical issues and provided solutions to prevent future incidents.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Ensured compliance with established standards, policies, and procedures.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • I developed new training materials to improve the on-boarding process.

Basic Leader Course Facilitator

Ohio Army National Guard
COLUMBUS, OH
05.2022 - 05.2023
  • Trained Soldiers on the basics of leadership.
  • Subject matter expert on all 25 lessons including effective communication, team building, and cultural competencies.
  • Maintained and managed 100 student computers.
  • Created over 300 Microsoft Teams accounts for students.
  • Created and implemented a tracker for all BLC's Computers.

Assistant Facility Manager

Ohio Army National Guard
COLUMBUS, OH
11.2020 - 05.2022
  • Developed and maintained a comprehensive inventory system for all facility-related items.
  • Managed implementation and operation of building preventive maintenance program.
  • Supervised vendors and contracts to support office environment.
  • Handled tenant requests in a timely manner while ensuring that all service agreements are met.
  • Managed 16 Classrooms and 200 Computers
  • Created and managed a reservation tracking process for billeting and facility usage.
  • Conducted regular inspections of facilities to identify potential safety hazards and repairs required.

Operations Manager

Kroger
New Lexington, OH
04.2017 - 07.2018
  • Developed key performance indicators to measure effectiveness of operational processes.
  • Controlled departmental facilities use and approved requests for repairs or improvements.
  • Anticipated and tracked operational and tactical risks to provide strategic solutions.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Managed scheduling, training and inventory control.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.

System Administrator

Ohio University News Paper
Athens, OH
04.2013 - 05.2015
  • Set up, optimized and managed network equipment.
  • Performed regular backups of critical data and documents.
  • Implemented security measures such as firewalls, antivirus programs.
  • Oversaw storage management, data migration, backups and drive replacements.
  • Configured and tested computer hardware and operating system software.
  • Installed, tested and evaluated new systems, applications and patches.
  • Monitored system performance to ensure optimal operations and identified potential issues.
  • Troubleshot application errors and provided technical support to end-users.
  • Set up user accounts, permissions and passwords and defined network policies and procedures.
  • Determined and alleviated hardware, software and network issues.
  • Maintained inventory of hardware assets including servers, laptops, desktops.
  • Increased system security and performance with proactive changes.
  • Developed and tested company-wide servers for printing, file storage and applications.
  • Spearheaded server infrastructure development, quality control, staging and production operations.

Education

Bachelor of Science - Cybersecurity And Information Assurance

Western Governors University
Salt Lake City, UT
04-2025

Associate of Science - Information Technology

Ohio Christian University
Circleville, OH
05-2022

Associate of Science - Science

Ohio University
Athens, OH
05-2017

Skills

  • Management
  • Communication
  • Critical Thinking
  • Application Support
  • Issue Resolution
  • Technical Documentation
  • Data Security
  • SOP Development
  • Troubleshooting and Diagnosis
  • Help Desk Software
  • Customer Service
  • Hardware Diagnostics

Certification

  • CompTIA A+
  • CompTIA Security+
  • Mile2 Hardware Technician
  • Mile2 Principles of Networking
  • Common Faculty Development Instructor Course
  • Master Resilience trainer

Timeline

Help Desk Technician

Ohio Army National Guard
05.2023 - Current

Basic Leader Course Facilitator

Ohio Army National Guard
05.2022 - 05.2023

Assistant Facility Manager

Ohio Army National Guard
11.2020 - 05.2022

Operations Manager

Kroger
04.2017 - 07.2018

System Administrator

Ohio University News Paper
04.2013 - 05.2015

Bachelor of Science - Cybersecurity And Information Assurance

Western Governors University

Associate of Science - Information Technology

Ohio Christian University

Associate of Science - Science

Ohio University

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Thomas McLaughlin