YAMILET THOMAS
IT Professional Development
Dallas
8
years of professional experience
Results-driven IT support professional with 5+ years of experience in enterprise service desk operations, healthcare application support, and cloud infrastructure migrations. Proven track record of managing high-volume ticket queues (500+ monthly) with 98% SLA compliance while delivering 95% first call resolution.
Proficient in ServiceNow, JIRA, and BMC Remedy ticketing, Active Directory user administration, and Microsoft 365 application support across Windows, macOS, and Linux. Recognized for building knowledge bases that cut ticket volume down by up to 50% , mentoring technicians, and providing white glove VIP-level support with 100% satisfaction. ITIL-aligned incident management with HIPPA compliance experience in healthcare environments.
Work History
Self-Directed Technical Training & Projects
1 Year- Continued professional development in Active Directory administration, Microsoft 365 management, Azure fundamentals, remote support, MFA workflows, VPN troubleshooting, and ITIL-aligned documentation.
- Built and maintained a comprehensive Windows, macOS, and Linux troubleshooting knowledge base aligned with ITIL incident and request management practices.
- Strengthened skills in cybersecurity awareness, access control, cloud-based support workflows, and help desk escalation procedures.
IT Support Analyst
1 Year 10 Months- Resolved 95% of Level 1-2 technical issues (hardware, software, network) at first contact, maintaining 98% SLA compliance and improving end-user satisfaction by 25%.
- Managed 500+ monthly tickets through ServiceNow and JIRA, accelerating issue resolution cycle by 40% and reducing average response time by 2+ hours.
- Provided Active Directory user administration, password resets, group policy management, and access provisioning/deprovisioning across Windows 10/11 and macOS.
- Delivered remote desktop support using Bomgar and RDP; supported Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and VPN via Cisco AnyConnect.
- Created 20+ knowledge base articles in ServiceNow, reducing repetitive incidents by 50%; delivered VIP white-glove executive support with 100% satisfaction scores.
- Mentored new Service Desk Technicians on ticketing workflows and escalation procedures, increasing team productivity by 25%.
Application Support Analyst
6 Months- Supported McKesson Connect and 150+ pharmacy accounts during cloud infrastructure migration in compliance with DEA security requirements.
Service Desk Analyst II
2 Years 3 Months- Delivered Tier 1-2 desktop, network, and printer support, maintaining SLA adherence across 500+ weekly tickets using ServiceNow and BMC Remedy.
- Led a team of 5 technicians, improving resolution efficiency by 30% through workflow automation and ticket triage optimization.
- Performed root cause analysis using ITIL incident management, reducing recurring complaint rate by 50%; authored knowledge base guides that cut ticket volume by 40%.
- Supported endpoint imaging, hardware configuration, and software deployment for new user onboarding across Windows and macOS.
Application Support Analyst
1 Year 8 Months- Supported Tenet Healthcare systems including Epic, Athena, and Cerner EMR across 20+ facilities, ensuring HIPAA compliance in all support activities.
- Provided remote technical support using Bomgar, ServiceNow, and BMC Remedy; executed system imaging, hardware refresh, and EMR user training.
Education
Associate of Applied Science - Cloud Computing
Skills
Ticketing & ITSM: ServiceNow
JIRA
BMC Remedy
Zendesk - Incident/Request/Problem Management (ITIL)
Operating Systems: Windows 7-11
macOS
Linux - Hardware/Software/Network Troubleshooting
Identity & Access: Active Directory
Azure AD/Entra ID
Okta
Duo Security
CyberArk - Password Resets
Access Provisioning
MFA
Microsoft 365: Outlook
Teams
SharePoint
OneDrive
Exchange Online - Administration & Application Support
Cloud Platforms: Microsoft Azure
AWS
Google Cloud
VMware
Networking: TCP/IP
DNS
DHCP
VPN
Cisco AnyConnect
802.11 Wi-Fi
Remote Tools: Bomgar
LogMeIn
RDP
GoToAssist
AnyDesk
Endpoint Management: System Imaging
Hardware Refresh
Device Deployment
VPN Troubleshooting
Collaboration & Telephony: Office 365
SharePoint
Teams
Zoom
Cisco Call Manager
Avaya
Healthcare Systems: Epic
MyChart
Athena
Cerner EMR
Security & Compliance: MFA Implementation
HIPAA Compliance
DEA Security Requirements
Endpoint Security
Timeline
Self-Directed Technical Training & Projects
IT Professional Development
08.2025 - CurrentRead More
IT Support Analyst
Top Notch Staffing
10.2023 - 08.2025Read More
Application Support Analyst
Dexian
04.2023 - 10.2023Read More
Service Desk Analyst II
Top Notch Staffing
01.2021 - 04.2023Read More
Application Support Analyst
NTT Data
08.2018 - 04.2020Read More
Dallas College
Associate of Applied Science from Cloud Computing
Read More