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Derrick T. Thomas

Professional and detailed oriented Helpdesk Analyst with 8 years’ experience. Expertise in development and modification of complex SQL/T-SQL programs. I am a diverse IT professional adept at thinking critically and communicating effectively across teams.

Skills:

Proficiency with Microsoft Office 365 features (Yammer, Teams, Flow, Power Apps, Delve, Skype for Business

1.Helped users use and configure Skype and Yammer for business use.

2.Use Skype for Business for Instant messaging and small conferences.

Proficient in MS Word, Excel (pivot tables and v-lookup), PowerPoint, and Outlook

Skilled in computer hardware/software (Installing Java, Adobe, Join.me), mobile devices, printers, laptop and desktop (HP, Dell, Mac)

Networking (LAN/WAN) Knowledge and VPN connectivity experience.

Active Directory (Password resets and unlock, credentials, group policy)

Software install on Android and IOS devices

SQL programming experience (SQL, T-SQL). Database querying and reporting (8 years) in SQL Server management Studio

Service Now, Remedy and Footprint system knowledge

Linux/Unix experience (7 year)

Application support (Clinical apps such as Powerchart and Surginet) Financial apps (HDX, Lawson HR Payroll, and 3M)

Proficient in HTML and CSS

Professional Experience:

January 2015-present Medical Center, Navicent Health Macon, GA

Computer Technician II

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Provide hardware/software installation

Support various IT equipment such as printers, mobile devices, MFDs, routers, etc.

Microsoft Office 365 install

Software install for Apple and Android devices which include Citrix receiver and Outlook web.

SQL reporting and querying database for patient financial and medical record numbers.

Install, modify, and repair computer hardware and software.

Provided Remote help for my customer base.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Assisted end users with VPN access.

Active Directory support (password resets, unlock accounts, group policy).

Reimage Computers with current OS and security features

Configured WDS (Windows Deployment Services) with correct image and scripts for network access and usage.

June 2008-January 2015 Ricoh Americas Corporation Macon, GA

Computer Operations Specialist

Operate and monitor systems and networks

Lead shift turnovers for off-shore and management

Use Remedy and Service Now ticketing system for documenting issues

Submit, Monitor, and maintain batch jobs for complex application systems

SQL-Created several simple to complex queries using self joins, correlating subqueries to query Tape backups per date, location, errors, etc (6 years)

Performance monitoring, backup and data recovery for SQL database. Troubleshooting periodically to ensure errors or redundancy are reduced. (6 years)

Use monitoring tools and software to identify Environmental, Network, Electrical, and Security issues.

Maintained Batch jobs and ensured scripts were correct.

Used various Linux commands for assigning permissions, creating files, shell scripting

Resolution of Daily Disaster Recovery Procedures (UNIX and Storage Administrators/ Windows Administrators)

Designed and implemented comprehensive Backup plan and disaster recovery strategies Implemented

Unix – Maintained systems including servers, resources, and storage. (5 years)

April 2003-June 2008 Geico Insurance Macon, Ga.

Customer Service Representative

Provided customers with details of their insurance coverage and made changes to policies when applicable

Received up to 50-60 inbound telephone calls per day in a call center environment

Worked with the customer to ensure they were properly insured

Handled customer inquiries promptly to ensure first call resolution

Navigated the internal computer program to look up customer information and update policies

Verified coverage for policyholders after accidents

Assist with the removal of a customer’s vehicle when disabled

Work with customers and vendors in 50 states

Team lead; assist with the transition of new associates in their job duties

Education:

University of Phoenix

Bachelors of Science in Information Technology - June 2014

Masters of Science in Criminal Justice and Security - March 2017

Technical programming skills

Transact SQL, SQL,

SQL Server Management Studio 2012

Basic Networking Concepts and Active Directory in Windows Server 2008

Lean Green Belt for Healthcare Certificate

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