Thomas Usher
Durant
Summary
Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for effective communication, root cause analysis, and white glove customer service in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and providing clear, actionable solutions.
Overview
6
6
years of professional experience
Work History
End User Support
Allied Stone
12.2024 - 02.2025
- Provided exceptional customer support, resolving technical issues quickly and effectively for end users.
- Streamlined support processes for improved end-user experience and reduced resolution times.
- Supported end-users by troubleshooting issues related to hardware devices, software applications, networking equipment or other technology components that impacted daily work functions.
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Coordinated with cross-functional teams to ensure seamless integration of new applications into the existing network infrastructure.
- Troubleshot and maintained networking devices and infrastructure across enterprise.
Technical Support Engineer
All Covered
04.2022 - 12.2024
- Triage phone calls, escalations, and assist other technicians with their issues
- Met with team personnel to share details of discovered issues and recurrent customer complaints
- Promote collaborative teamwork by sharing new knowledge while encouraging others to do the same
- Provide remote technical support to both technical and non-technical groups
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Daily use of o365, ServiceNow, and Bomgar
- Familiarity with Azure AD, triage network outages/issues via Meraki, and Solarwinds
- Communicate with vendors, internal, and customers effectively to process issues and take ownership of problems while seeing them through to resolution.
- Served as primary point of contact for support relating to owned solutions and products.
- Managed Service Provider (MSP) experience
- Assist on weekends and holidays as needed
It Support Specialist
Choctaw Nation of Oklahoma
08.2020 - 03.2022
- Provide white glove customer support whether over the phone or desk side including handling extra issues when on-site to ensure that users are taken care of, creating tickets to get them to the proper team to encourage first call resolutions, and assisting other techs with projects to guarantee resolutions that exceed user’s expectations
- AD and Azure AD are the top used tools for this position as well as several different RDP such as Goverlan, Remote
- Control via SCCM, and Dameware
- O365, Cherwell, and strong customer support skills are also used daily.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process
- Used ticketing systems to manage and process support actions and requests
- Determined hardware and network system issues using proactive troubleshooting techniques
- Collaborated with cross-functional teams to ensure seamless integration of various project components.
- Facilitated clear communication between internal departments, ensuring all parties remained aligned on goals throughout the duration of each project.
In-Store Protech
Asurion
01.2020 - 08.2020
- Develop intimate knowledge of both mobile devices and their operating systems to deliver highest possible customer service when diagnosing/repairing customer’s devices
- Providing white glove customer service to ensure diagnosis/repair goes as smoothly and efficiently as possible for customers
- Consistently meeting metrics, always improving, and de-escalating customers when necessary to ensure excellent customer experience.
- Personally handled average of 5-6 cases per hour while goal was only 2
- Adaptable and proficient in learning new concepts quickly and efficiently
- Performed effectively in fast-paced environments
Technical Support
Home Depot ATC
07.2019 - 12.2019
- Master Service Now, Citrix, suite of diagnostic tools for maintaining/troubleshooting networks, hardware, and self checkout registers
- Experience handling major outages including site networks and power at sites
- Maintaining exceptional documentation of entire work process
- Assist in creating new Knowledge Articles for old/new issues.
Technical Support Specialist
FSG Energy
03.2019 - 06.2019
- Working within an in-house ticketing system
- Analyzed trends in support requests to proactively address recurring issues through improved documentation and user education.
- Handling alarms, work orders, and sending emails notifying customers of any active work orders being placed
- Utilizing Citrix to access Company Database and Client servers in order to monitor software and create work orders with in-house systems
- Assist with training new hires to understand in-house ticketing and PhraseExpress.
- Create a script for in-house ticketing system and reduced ticket times by 50%
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Streamlined project management processes by implementing Agile methodologies and improving team communication.
Technical Support
Capgemini
10.2018 - 02.2019
- Experience working on Windows, Active Directory, Office 365, and
- Remedy
- Providing excellent customer service and rapport skills to ensure user has a wonderful experience
- Assisting EU with everything from password resets, removing/adding VPN, and even walking through troubleshooting steps with printers
- Provide IT support for desktops, laptops, tablets, smartphones and VOIP phones and peripherals.
Education
Associate of Science - Computer Science
Grayson College
Denison05-2026
HDI Customer Service Representative -
Help Desk Institute
HDI Support Center Analyst -
Help Desk Institute
Skills
- Hardware integration
- Root cause analysis
- Process improvement
- Technical documentation creation
- Application support
- Customer service expert
- Vendor management and sourcing
- Teamwork and collaboration
- Project management
- Remote support
- Exceptional communication
- Client De-escalation
Technical Profile
- Microsoft Office
- G-Suite
- Microsoft Windows
- Office 365
- Zendesk
- Microsoft Azure
- Zoom
- Slack
- Microsoft SharePoint
- SolarWinds
- WAN/LAN
Personal Information
Title: Technical Support Engineer
Timeline
End User Support
Allied Stone
12.2024 - 02.2025
Technical Support Engineer
All Covered
04.2022 - 12.2024
It Support Specialist
Choctaw Nation of Oklahoma
08.2020 - 03.2022
In-Store Protech
Asurion
01.2020 - 08.2020
Technical Support
Home Depot ATC
07.2019 - 12.2019
Technical Support Specialist
FSG Energy
03.2019 - 06.2019
Technical Support
Capgemini
10.2018 - 02.2019
HDI Customer Service Representative -
Help Desk Institute
HDI Support Center Analyst -
Help Desk Institute
Associate of Science - Computer Science
Grayson College
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