Zachary Thomas
Alpharetta
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Support Technician
Micro-tel/Microcall
Atlanta
01.2023 - Current
- Configured, maintained, and troubleshot platforms including Microsoft Teams, Cisco Webex, Zoom, Avaya, and Genesys (PureCloud) to ensure seamless communication.
- Diagnosed and resolved issues related to voice, routing, and communication systems across multiple environments.
- Streamlined telecommunications lines and call routing processes, minimizing downtime and enhancing system performance.
- Provided technical support for telecommunications software, enabling businesses to enhance operational efficiency.
- Supported both on-premise and cloud-based communication solutions for diverse client environments.
Freelance IT Technician
Freelance IT Work
08.2020 - Current
- Implemented optimal solutions for complex technological challenges, streamlining operations and enhancing client satisfaction.
- Delivered effective IT solutions promptly, maintaining client trust and minimizing disruptions to business operations.
- Diagnosed diverse IT issues in hardware and software, restoring technology functionality efficiently.
Crew Manager
Appalachian Outfitters
Dahlonega
01.2021 - 01.2023
- Led large groups onto the river while educating customers on safety protocols to ensure a secure experience.
- Coordinated with crew members to safely launch and retrieve boats, contributing to smooth operations.
- Promoted effective and safe task execution, enhancing workplace morale and team cohesion.
- Facilitated online transactions on a large scale.
- Ensured smooth network functionality to facilitate daily operations.
- Troubleshooting transaction software and database systems involved.
Education
Bachelor of Science - Computer Science
University of North Georgia
Dahlonega, GA12-2023
Associate's Degree - Cybersecurity
University of North Georgia
Dahlonega, GA12-2023
Skills
- Telephony: Teams
- Telephony: Cisco
- Telephony: Avaya
- Video Conferencing Support
- Troubleshooting Automation
- Technical Documentation
- Scripting for Automation
- Data Analysis Tools
- Database Management
- Microsoft Excel
- PowerBI
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Google Sheets
- Google Docs
- Google Gmail
- User Interface Design
Timeline
Support Technician
Micro-tel/Microcall
01.2023 - Current
Crew Manager
Appalachian Outfitters
01.2021 - 01.2023
Freelance IT Technician
Freelance IT Work
08.2020 - Current
Bachelor of Science - Computer Science
University of North Georgia
Associate's Degree - Cybersecurity
University of North Georgia