Thomas Nichols
Monticello
Overview
10
10
years of professional experience
Work History
IT Associate
University of Illinois Urbana-Champaign
05.2021 - Current
- Assist ACES faculty and staff with solutions to hardware, software, and classroom technology issues, as well as networking and VPN issues
- Consult with faculty on equipment and technology needs for special projects and collaborate with ACES and University IT staff to develop and implement solutions
- Provide end to end user support through equipment lifecycle by quoting computers and peripherals, imaging, installation, and inventory/surplus management
- Perform system maintenance through regular updates and implement recommended security protocols
- Work directly with department faculty and staff to review areas of needed improvements and develop guidance or streamline processes
- Evaluate classroom/conference room needs, provide regular maintenance, real time support, and equipment recommendations
- Mentor newer IT colleagues through assisting with projects, providing direct guidance, sharing the importance of customer satisfaction, and developing user guides
Senior Service Technician
Lucky Lincoln Gaming
10.2016 - Current
- Troubleshoot and repair video gaming terminals and redemption/ATM equipment
- Provides support and maintenance for site camera systems, including networking for remote access
- Set up and test gaming machines and circuitry to conduct operational and functional tests, evaluating performance and reliability of gaming devices
- Conducts routine inspections and maintenance to verify compliance with gaming control
Information Systems Analyst
Christie Clinic
03.2019 - 05.2021
- Responsible for diagnosing, troubleshooting, and resolving wide range of software, hardware, and networking issues received by Information Systems Team
- Serviced and installed various types of devices such as, computers, printers, conference room equipment and IP phones
- Led team meetings, conducted team and user trainings, and developed user guides
- Provided exceptional customer support to all users
- Oversaw installation of software programs and hardware systems to meet Clinic requirements
- Set up DHCP and Static IP address for computers and printers for deployment
Help Desk Coordinator III
ADM
01.2015 - 03.2019
- Responsible for diagnosing, troubleshooting, and resolving wide range of software, hardware and connectivity issues received by Global IT Support Center
- Excelled in asking probing questions and researching, analyzing and rectifying problems in timely manner while providing superior customer support
- Routinely exceeded call-handling goals, closing average of 60 calls daily with 75% first-call resolution ratio and average talk-time of 3.5 minutes below 5-minute goal
- Trained and supported end-users with software, hardware, and network standards and use processes
Skills
- Windows 10/11
- Creative Cloud Suite
- Microsoft Office
- Networking
- Microsoft Endpoint Management
- Active Directory
- IPAM
- IRIS
- Group Policy
- Hardware maintenance
- User training
- Customer service
Accomplishments
- Supported the rollout and implementation of the EPIC program with Christie Clinic through research and troubleshooting.
- I reduced downtime from weeks to days for the camera and computer systems for Lucky Lincoln.
- Resolved product issues through consumer testing.
- Led project design and implementation of a department-wide daily and catastrophic event communication system, utilizing portable radios.
Timeline
IT Associate
University of Illinois Urbana-Champaign
05.2021 - Current
Information Systems Analyst
Christie Clinic
03.2019 - 05.2021
Senior Service Technician
Lucky Lincoln Gaming
10.2016 - Current
Help Desk Coordinator III
ADM
01.2015 - 03.2019
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