Tyre Thomas
Summary
Knowledgeable Information Technology Technician bringing in over 5 years' experience in helpdesk support, network administration and device support for over 300 endpoint users. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Adept at installing network components, adding new lines and configuring components. Sets up, troubleshoots and optimizes peripheral devices. Proficient in updating software and hardware to meet performance demands.Desire for long-term position with room for career advancement and continued education.
Overview
6
6
years of professional experience
Work History
Network Technician
Army
Humphrey, South Korea
01.2018 - 03.2020
- Handled equipment repairs and related trouble reporting.
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Installed and managed connected hardware and application components to assure nonstop environment operations.
- Installed and repaired network fiber optic cables, Ethernet cables and other networking cabling and conduits.
- Documented all facets of technology department operations, including network infrastructure, licenses and FAQs, facilitating consistent responses and team operations.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Read and understood network printouts to locate facility equipment.
- Configured hardware devices and software settings to optimize network performance.
- Maintained positive working relationship with fellow staff and management.
- Set up and installed network cabling infrastructure.
- Imaged OS and software deployments throughout system and addressed implementation concerns.
IT Specialist
Army
Killeen, TX
03.2020 - Current
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Set up, optimized and managed network equipment.
- Adhered to internal IT policies on user credentialing to support access management of digital assets.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Performed walk-throughs for new hires to aid in technological onboarding processes.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
IT Support Engineer
TikTok
Austin, TX
11.2023 - Current
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Maintained inventory records of all hardware components within the organization's network.
- Provided technical support to users by troubleshooting hardware and software issues.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Served as first point of contact for incoming technical service calls and emails.
- Managed the configuration and setup of customer accounts and systems.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Participated in after-hours on-call rotation for critical support needs.
- Performed routine maintenance and software updates on support tools and customer systems.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT11.2024
Skills
- Technical Issue Analysis
- Application Installations
- Application Support
- Microsoft Windows and Office
- Hardware and Software Repair
- Issue and Resolution Tracking
- Customer Service Support
- Account Administration
- Interpersonal Skills
- Help Desk Support
- Troubleshooting Network Issues
- Security Certification
- Software Patches
- Helpdesk Administration
Timeline
IT Support Engineer
TikTok
11.2023 - Current
IT Specialist
Army
03.2020 - Current
Network Technician
Army
01.2018 - 03.2020
Bachelor of Science - Information Technology
Western Governors University
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