THOMAS SOVOGUI
TEMPLE
Summary
IT Support Specialist with over 6 years of experience in providing technical support within enterprise environments. Expertise in hardware and software troubleshooting, desktop imaging, Active Directory, and SCCM. Skilled in managing inventory, resolving help desk tickets, and supporting multiple operating systems, including Windows, Mac, and Linux. Committed to delivering exceptional service while ensuring security and compliance with processes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
SENIOR DESKTOP SUPPORT ENGINEER
CBTS
Reading
06.2024 - Current
- Administered Microsoft 365 environments for over 2,000 users across Exchange Online, Entra ID, Teams, and OneDrive.
- Executed onboarding and offboarding for 60–80 users monthly, managing licensing and secure deprovisioning.
- Configured and enforced Multi-Factor Authentication (MFA) to achieve 100% coverage for privileged accounts.
- Provided Tier 2 help desk support, resolving 40–60 tickets weekly and addressing 95% of access issues within SLA.
- Managed over 1,200 mailboxes, overseeing migrations, permissions, and spam investigations.
- Administered SharePoint Online with 25+ sites, managing permissions to enhance collaboration efficiency.
- Supported Azure identity configuration, contributing to zero identity-related audit findings.
- Created and maintained Standard Operating Procedures (SOPs), sustaining over 90% user satisfaction.
IT SUPPORT ASSOCIATE -TIER 2
AMAZON FULFILLMENT CENTER
Hamburg
01.2018 - 01.2024
- Provided hardware and software support to 500+ employees in a 24/7 operation.
- Managed local network devices (Cisco switches/APs), resolving connectivity issues.
- Maintained Zebra printers, thin clients, scanners, and handheld terminals.
- Developed self-help resources to reduce ticket volume by 3%.
- Supported VPN connectivity and remote users.
- Implemented IT security best practices to safeguard data and hardware.
- Trained new IT team members and collaborated on safety and compliance initiatives.
- Operated and maintained high-speed Canon Océ VarioPrint 6320 Ultra laser and inkjet printers, ensuring accurate print setup, color calibration, and quality control to meet publishing standards.
- Diagnosed and resolved complex printer issues, performing advanced troubleshooting and coordinating repairs, reducing downtime by 30% and improving workflow efficiency.
- Conducted preventive maintenance, including calibration, part replacement, and system cleaning, extending equipment lifespan and saving an average of $30,000 per month in repair costs.
- Managed high-volume print queues, reviewed job specifications for accuracy, and collaborated with prepress and finishing teams to meet strict deadlines with minimal errors.
- Trained and mentored new associates across multiple sites on printer diagnostics and repair procedures, achieving a 90% job mastery rate within one week and boosting team productivity by 10-15%.
- Maintained a 98% monthly safety score through strict adherence to safety protocols, workplace organization, and compliance with company standards.
Education
B.S. -
Information Technology
Western Governors University, Millcreek, Utah06.2024
A.S. -
Computer Network Engineering
Delaware Technical Community College, Dover, DE05.2019
Skills
- Desktop Imaging & Hardware Support
- Microsoft 365 & Azure Administration
- Endpoint Management with Intune & SCCM
- Active Directory & Group Policy Management
- Windows, macOS & Linux Support
- Hardware & Software Troubleshooting
- Help Desk Support (Tier 1 & 2)
- Ticketing Systems (ServiceNow)
- Networking: LAN/WAN, DHCP, DNS
- Inventory & Asset Management
- OSHA & Workplace Safety Standards
- ITIL framework
- Attention to detail
- Team collaboration
- Effective communication
Websites
Certification
• CompTIA Cybersecurity Analyst (CySA+)
• CompTIA A+, Network+ and Security+
• Linux Essentials & Enterprise Professional
• Project Management Professional (PMP)
• LinkedIn Learning: IT Service Desk & PC Maintenance
• CompTIA A+, Network+ and Security+
• Linux Essentials & Enterprise Professional
• Project Management Professional (PMP)
• LinkedIn Learning: IT Service Desk & PC Maintenance
Timeline
SENIOR DESKTOP SUPPORT ENGINEER
CBTS
06.2024 - Current
IT SUPPORT ASSOCIATE -TIER 2
AMAZON FULFILLMENT CENTER
01.2018 - 01.2024
B.S. -
Information Technology
A.S. -
Computer Network Engineering