Thomas Mizobuchi
End-User Services Engineer
Durham,NC
Summary
Experienced technician with over 10 years of experience in IT Support. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
IT Service Center Specialist II
RTI International
11.2022 - Current
- Handle and resolve high-priority (911) escalated tickets efficiently.
- Provide advanced support for issues escalated from the service desk.
- Assist team members with complex escalations and deliver targeted training as needed.
- Offer hands-on technical support to users across the organization.
- Conduct onboarding for new hires and deliver company-wide training sessions.
- Track and manage personal performance metrics to ensure continuous improvement.
- Train newly hired team members to accelerate their onboarding and productivity.
- Develop, maintain, and enhance runbooks and knowledge base articles to streamline troubleshooting.
- Design, implement, and optimize automation solutions using Microsoft Power Automate to improve efficiency.
IT Service Center Specialist
RTI International (Greene Resources)
08.2021 - 11.2022
- Assisted users with IT-related concerns both remotely and on-site.
- Helped onboard new hires by providing initial technical training and setup assistance.
- Worked closely with senior team members to escalate and resolve complex issues.
End User Services Eng II
Premier Research
11.2019 - 08.2021
- Acted as an escalation point for Service Desk Engineers with the installation, troubleshooting, and diagnostic processes of both hardware and software.
- Performed user account management/administration – add, remove and manage permissions (e.g. Active Directory, Exchange/Office 365, WebEx, Mobile Device Management system).
- Fulfilled software, hardware and mobile device provisioning.
- Tracked company assets through their lifecycle and current assignment status in a designated asset management system/database.
- Managed new hire onboarding - deliver IT-specific onboarding/orientation to new hires joining the company.
- Liaised with third party vendors on procurement and delivery of equipment to and from regionally-based users.
- Identified and developed IT support materials both for the Desktop Support team and the end-users.
IT Specialist II
HCL America
06.2019 - 11.2019
- Provided assistance with the installation, troubleshooting, and diagnostic processes of both hardware and software.
- Processed security requests for access to domain, exchange, network drives, and applications.
- Provided end-user education on Office 365 and Windows 10.
- Tracked, managed, and deployed end-assets such as iPads, laptops, and printers.
Desktop Support Administrator II (Supervisor)
University Hospitals Of Cleveland
08.2017 - 05.2019
- Managed SLA of the Service Desk.
- Managed quality audits for forty-five technicians.
- Managed the daily tasks of level-one technicians.
- Managed our newly acquired knowledge base.
- Managed server, network, and downtime alerts.
- Escalated high, critical, and emergency priority issues.
- Handled 100 calls per day to address customer inquiries and concerns
Desktop Support Administrator I
University Hospitals Of Cleveland
05.2014 - 08.2017
- Provided hands-on assistance with the installation, troubleshooting, and diagnostic processes of both hardware and software.
- Documented and recorded daily services provided to the end-users.
- Self-created feedback system to help with continuous improvement.
Education
High School Diploma -
Rittman Exempted Village High School
Rittman 05.2005 - 05.2009
Trade School Diploma - Computers And Networking
Wayne County School Career Center
Smithville, OH 05.2007 - 05.2009
Skills
Training and Development
Multitasking Abilities
Technical Documentation
Technical Support Triage
Customer service expert
Organization and Time Management
Project management: I managed and supported a critical command center for the on-boarding of two healthcare systems that merged with University Hospitals (UH)
Hardware proficiency: Cisco phones, HP laptops, Dell laptops, Lenovo laptops, Mac laptops, iPad and Surface tablets, wireless routers, HP printers, Brother printers
Software proficiency: Windows OS, Windows Server iOS, Entra, Intune, Mac iOS, Android OS, Service Now, entry-level SCCM, Active Directory, Cisco IPC, Zoom Workspace,MS Teams, MFA,Citrix, Oracle, Office 365
Timeline
IT Service Center Specialist II
RTI International
11.2022 - Current
IT Service Center Specialist
RTI International (Greene Resources)
08.2021 - 11.2022
End User Services Eng II
Premier Research
11.2019 - 08.2021
IT Specialist II
HCL America
06.2019 - 11.2019
Desktop Support Administrator II (Supervisor)
University Hospitals Of Cleveland
08.2017 - 05.2019
Desktop Support Administrator I
University Hospitals Of Cleveland
05.2014 - 08.2017
Trade School Diploma - Computers And Networking
Wayne County School Career Center
05.2007 - 05.2009
High School Diploma -
Rittman Exempted Village High School
05.2005 - 05.2009