William M. Thomas
Akron,PA
Summary
My Name Wil and I am a seasoned IT professional with over 15years in the field. I am am highly motivated and ready to take on any challenge. I enjoy Hiking, outdoors, and spending time with my wife and son. I like puzzles and find the answer to fix them or piece them back together. I enjoy cooking and I dabble in foraging and mushroom hunting. I am a 6 year Army vet. I was an Imagery analyst and held the Rank of Sgt. E5. I have traveled the country several times from east coast to west coast and back for work and family. I would realy love the chance to prove my skills and prove im an asset to my next adventure.
Overview
15
15
years of professional experience
Work History
Technical Support Specialist
Tait Towers
Lititz
09.2023 - 02.2026
- eCreating Account in AD
- Ubiquiti for Camera system
- Using scissor/boon lift and become certified used in camera installation and Access point install
- New user set up
- Okta Verify 2 factor authentication and account maint
- Apple products set up and image and maint
- Dell set up and image and maint
- Perimeter 81 remote connection software
- SAP Concur used for travel and expenses
- Company Credit card used for expenses
- Slack used for communication and workflows
- RDP remote connection to and from computers and servers
- Server 2016 used for various reason related top administration work
- Bomgar remote connection
- Cylance web security and security software
- UEM remote connection and registering the pc on server and permissions to access servers and work in conjunction with Cylance security as well
- Zoom and Zoom room set up and Maint.
- 365 office
- Box and box migration cloud server backup and migration from OU in AD to other OU’s in AD
- Arc MacBook browser service
- Freshworks ticketing software and workflows
- Guru type of sharepoint how to information storage for all users
- Sharepoint similar to Guru but used mainly for workflows and some other application related to manufacturing floor
- Chatgpt AI application I use but not company
- Google used to search for answers and such realated to troubleshooting
- VOX used for international phone plans outside the US
- Verizon used to order Iphones and set up service plans or add and remove plans and phones
- IBM Maas used with Verizon service to keep track of phones, pc’s, and other network devices
- Brivo badge system used for NY branch
- Net2 Access badge software for the rest of the company
- Microsoft Exchange add remove users from exchange and use of company phones and data devices
- TosiBOX device used to remote connect to automated machinery also uses Verizon and other carrier sim cards and plans
Arizona Pipeline Company
06.2023 - 08.2023
- Helpdesk migration
- DHCP Relay configuration
- Enhancing and assisting with the creation and design of SOP documentation related to IT assistant and Tier 1 support as well as commonly used device setups.
IT Service Desk Analyst
Buchanan Technologies(Alcon)
Wyomissing, PA
09.2019 - 06.2023
- Image and Deploy PC Equipment as needed
- Level 1,2 and 3 escalations with desk side support
- Acronis Backup
- Work on jump servers to accomplish server tasks
- IQS account creation and role selection
- Saviynt permission and account creation
- Service now ticketing system
- Train and oversee new employees
- Research, test, and install new and uncommon software
- New user set ups
- Troubleshooting problems
- Active directory
- Use Various Ticketing systems
- SAP, MII proprietary applications
- GRC
- Asset Manager applications
- New user orientations
- Projector Maintenance
- Mirror Cast Devices
IT Support Analyst
NewAgeSys(Alcon), Inc., Princton, NJ
Princton, NJ
01.2018 - 01.2019
- Image and Deploy PC Equipment for Windows 10 and OneDrive changeover
- Migrate One Note and Network Drive to OneDrive
- Learn and use Proprietary Software
- Proprietary certificates of Achievement required and maintained
- Assist Level 1, 2, and 3 employees if needed
- Maintain and complete time constraints for deployment
- Learn and use Snow ticketing and knowledge system
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Identified issues, analyzed information, and provided solutions to problems.
- Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.
- Resolved problems, improved operations, and provided exceptional service.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
Epic Consultant/Team Lead
Tek Systems, Lancaster, PA
Lancaster, PA
07.2017 - 01.2018
- Depot Roll out of all PC Equipment for EPIC installation.
- FBI fingerprint Background check clearance to work in health care and around children
- Set up and image PC and other devices.
- Set up credit card reader, topaz signature devices, BCA equipment, and patch downs in network closets.
- Make suggestions to save time and be more efficient as a team
- Team Lead – Delegate others up to 5 people at a time depending on tasks needing completion.
Help Desk Analyst
Whitford Corporation, Elverson, PA
Elverson, PA
04.2016 - 04.2017
- Provide Phone Support and Desk side support to the user.
- Remote support using RDP, Go to Assist, Lync business software
- Create and maintain proximity badge software run from server 2012
- Image PC and laptops using WDS software.
- Set up IP phones and Deploy them
- Set up I phones and deploy them
- Set up, tear down, maintain and relocate PC’s and Laptops
- Asset and Change management of all IT Equipment
- Order PC Equipment from CDW and other Locations and websites
- Set up loaner laptops and RDP session for use with VPN software
- Install and set up VPN software.
- Set up and install printers and update and maintain excel document.
- Open and close ticket in ticketing system.
- Maintain a steady supply of imaged PC’s, laptops and I phones for quick deployment emergencies.
- Run Ethernet and other various cabling as needed and make sure they are secured and neat.
- Change back up tapes in the server room every day and rotate and maintain backup tapes.
- Troubles shoot problems using various techniques including Google searching and contacting support.
- Ordering and maintaining stock of Toner for printers
- Maintaining paper supplies for printers in office locations for supported printers
- Shipping equipment to various locations for sales reps and other corporation users.
- Creating and assigning rights and privileges in Active Directory for users and Computers and groups.
- Training with new users on Microsoft and other software as needed.
Help Desk Support
SoftWorld Inc., MA
MA
04.2015 - 04.2016
- Provide Phone Support to Bank Personnel
- Create and maintain records of support tickets
- Provide Remote and Verbal IT support assistance
- Maintain Professional Appearance
- Microsoft Office 2007 to 2010
- Active Directory
- Experience with DNS, DHCP,SNMP, Wireless
- Internet and Intranet support
- Citrix server software
- Konica Printer applications and Support
- Work on Gesti ticketing system
- Work on and troubleshoot Bank implemented Software applications
IT Service Technician
Dysis (Alcon/Novartis Pharmaceutical) Sinking Spring, PA
Sinking Spring, PA
12.2013 - 01.2015
- Maintain Professional Appearance
- Provide Remote and Verbal IT support assistance
- Provide Onsite assistance
- Microsoft Office 2007 to 2010
- Windows 7 and Windows XP
- Active Directory
- Experience with DNS, DHCP,SNMP, Wireless
- Internet and Intranet support
- Remedy Ticketing system
- Novartis Training
- Citrix server software
- Work with Canon and HP printers remotely and Hands on and maintaining them
- Working with wired and wireless scanners
- Working with Fluke network tools
- Replacing and maintaining users work stations throughout the Facility with both hardware and software
- Testing hardware and software in a controlled environment
- Implementing changes in controlled environments
IT Help Desk Technician
Ephrata Hospital, Ephrata, PA
Ephrata, PA
01.2011 - 09.2013
- Work in Active Directory
- Microsoft Office suites 2003 to 2010
- Ansos – payroll software
- Citrix - server software
- Experience with DNS, DHCP,SNMP, Wireless
- Maintain Professional Appearance
- Provide Remote and Verbal IT support assistance
- Provide Onsite assistance when needed
- Microsoft server 2003
- RDP
- Internet and Intranet support
- Creating and removing profiles remotely
- Experience with HP printers, Multi-functional Devices, Scanners, and Projectors
- Experience with troubleshooting tools such as event viewer and Wireshark
- Maintaining and updating Ticket requests in Triactive
- Working with Meditech software
- Working with Eclinical software
- Familiarity with Share point and QIC dashboard
Education
Associate in Specialized Technology - Network/Internet Professional
Berks Technical Institute
Wyomissing, PA09.2011
Electronic Engineering
PACE Institute For Specialized Technology
Reading, PA01.1997
Skills
- Independent
- Microsoft Software
- Citrix Software
- Dell Products and Software
- HP Products and Software
- Canon Products and Software
- Apple Products and Software
- Android Products and Software
- AS400 Programs
- MCSA
- Net
- A
- Management
- Goal Oriented
- Motivator
- Time Management
- Data Entry
- Telephone Service
- Ticketing Software
- Balancing Workloads
- Microsoft Office
- Microsoft Word
- Microsoft Works
- Microsoft Excel
- Microsoft PowerPoint
- Form Flow
- ASE400
- Adobe Reader
- Photoshop
- Virtual PC
- Remote Desktop
- Program Installation
- Visual Basic
- IT Service Desk
- Asset Management
- ISO Standard Basics
- Leadership
- Staff Training
- Development
- Record Keeping
- Documentation
- Wireless Networking
- Maintain Wireless Networks
- Linux
- Microsoft Server 2008
- Microsoft Server 2012
- Router Networking
- Typing 48 WPM
- 10 Key 139 DPM
Military Experience
United States Army and Army Reserves, Fort Huachuca, AZ, Fort Indiantown Gap, PA, 1997-01-01, 2004-12-31, Maintain Security Clearances, Delegate Authority, Oversee Operations vital to mission success, Developed Time management skills, Compiled information for memorandums, Typed memorandums, Ability to lay out map overlays and calculate time grid coordinates, Maintain a physical requirement necessary to US army standards, Interact with other cultures in and out of public areas, Maintain a professional composure at all times, Think, plan, and react under pressure
Locations
- Fort Huachuca, Fort Huachuca, AZ
- Fort Indiantown Gap, Fort Indiantown Gap, PA
Timeline
Technical Support Specialist
Tait Towers
09.2023 - 02.2026
Arizona Pipeline Company
06.2023 - 08.2023
IT Service Desk Analyst
Buchanan Technologies(Alcon)
09.2019 - 06.2023
IT Support Analyst
NewAgeSys(Alcon), Inc., Princton, NJ
01.2018 - 01.2019
Epic Consultant/Team Lead
Tek Systems, Lancaster, PA
07.2017 - 01.2018
Help Desk Analyst
Whitford Corporation, Elverson, PA
04.2016 - 04.2017
Help Desk Support
SoftWorld Inc., MA
04.2015 - 04.2016
IT Service Technician
Dysis (Alcon/Novartis Pharmaceutical) Sinking Spring, PA
12.2013 - 01.2015
IT Help Desk Technician
Ephrata Hospital, Ephrata, PA
01.2011 - 09.2013
Associate in Specialized Technology - Network/Internet Professional
Berks Technical Institute
Electronic Engineering
PACE Institute For Specialized Technology