Technician Service

KEITH THOMAS

Cell: 908-***-****

E-mail: *********@*****.***

http://www.linkedin.com/in/keithsthomas

Certifications

CompTIA A+

CompTIA Network+

Experience

Nov 2007- Present

Schering-Plough Corporation Kenilworth, New Jersey

SYSTEM ADMINISTRATOR (Contracted through Matrix Consulting)

• Maintain computerized systems in a validated state

• Analyzing, defining, and documenting system requirements for data, workflow, logical processes, hardware and

operating system environment, interfacing with other systems, internal and external checks, controls and outputs

• Writing and maintaining functional and technical specifications as well as other validation documentation as may be

required.

• Analyzing and estimating feasibility, cost, time, compatibility with other systems and computer capabilities

• Monitoring performance of programs after implementation

• Planning and preparing technical reports, memorandum and instructional manuals as documentation of program

development

• Ensuring cost-effective compliance with quality standards

• Assisting to create test transactions and running tests to find errors and confirm program meeting specifications

• IT Change management through the Trackwise application

• Providing technical assistance, to the extent capable, by responding to inquiries regarding errors, problems or

questions with programs

• Provide direct hands-on support to users who are experiencing desktop operating system, connectivity, and application

issues

• Perform hardware diagnostics and coordinate repairs

• Developing and maintaining plans outlining steps and timetables for developing, testing and installing applications

• Participate in planning, scheduling, and executing computer equipment installations, upgrades, and replacement

projects

• Work with Helpdesk, LAN Operations, Networking, and Application groups as appropriate to determine and resolve

problems received from clients

• Coordinate hardware repairs with vendors

• Travel to remote locations to provide desk side support, installations, and user training, including support for other IT

disciplines, including LAN/WAN and enterprise application support

• Support on-call schedule and response to priority incidents

• Investigate, recommend, and implement solutions to technological problems

• Maintain and assist with the development of support processes and procedures

• Utilize remote access tools to resolve issues as appropriate

• Perform other related duties as assigned

• Monitor issues through the Remedy system

• Troubleshoot Microsoft Office Software

• Troubleshoot and configure Microsoft Outlook

Sep 2008- Mar 2009

Verizon Wireless Bedminster, New Jersey

ASSOCIATE TECHNICIAN (Contracted through TEKSystems)

• Responsible for the analysis and resolution of customer impacting faults in the Verizon Wireless network

• Troubleshoot and resolve service impairments related to; roaming (domestic and international), transport services

(LEC, Long distance), network hardware & software faults (both switch and cell), translations, and voice and data

network elements

• Isolation and resolution of wireless voice and data faults

• Correlating customer complaints with network element performance to resolve service impacting conditions

• Driving troubles to resolution by engaging internal and external resources such as Cell and NOC Technicians, System

Performance Engineers, Maintenance Engineering Staff, Core Data Group as well as equipment vendors and service

providers

• providing accurate and timely documentation of actions taken to inform other Network technicians of problems found

and solutions for those problems

• identifying efficiencies to reduce cycle time in resolving customer reported troubles

• Interfacing with vendors such as Application Service Providers (ASP’s) and infrastructure providers to ensure that

defects in software or hardware are corrected at the point of manufacture

• Track customer issues in the Remedy system

• Support all Verizon Wireless customers

Jan 2007- Oct 2007

Johnson & Johnson Pharmaceutical Research and Development Raritan, New Jersey

DESKTOP SUPPORT TECHNICIAN (Contracted through IBM and CDI Corporation)

• Provide second-level installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and

software within established standards and guidelines

• Provide direct hands-on support to users who are experiencing desktop operating system, connectivity, and application

issues

• Perform hardware diagnostics and coordinate repairs

• Work with Helpdesk, LAN Operations, Networking, and Application groups as appropriate to determine and resolve

problems received from clients

• Coordinate hardware repairs with vendors

• Maintain an inventory of all client hardware

• Utilize remote access tools to resolve issues as appropriate

• Meet defined service levels for response and resolution to users per SLA

• Troubleshoot PC wired and wireless connectivity

• Perform other related duties as assigned

• Troubleshoot Microsoft Office Software

• Support 2000+ users

• Troubleshoot and configure Microsoft Outlook

• Track customer issues in the Remedy system

Dec 2006- Dec 2007

Saint Peters University Hospital New Brunswick, New Jersey

HELPDESK TECHNICIAN (Contracted through Micro-Data)

• Troubleshoot Microsoft Office Software

• Support 1000+ users

• Provide direct hands-on support to users who are experiencing desktop operating system, connectivity, and application

issues when necessary

• Perform hardware diagnostics and coordinate repairs

• Work with Helpdesk, LAN Operations, Networking, and Application groups as appropriate to determine and resolve

problems received from clients

• Utilize remote access tools to resolve issues as appropriate

• Track customer issues through the TrackIT system

• Meet defined service levels for response and resolution to users

• Troubleshoot and configure Microsoft Outlook

May 2006- Dec 2006

Oppenheimer and Company, Incorporated Edison, New Jersey

HELPDESK TECHNICIAN

• Troubleshoot Microsoft Office Software

• Support Oppenheimer’s 5000+ corporate and remote users

• Perform hardware diagnostics and coordinate repairs

• Work with Helpdesk, LAN Operations, Networking, and Application groups as appropriate to determine and resolve

problems received from clients

• Utilize remote access tools to resolve issues as appropriate

• Track customer issues through the Computer Associates Unicenter ServicePlus Service Desk application

• Meet defined service levels for response and resolution to users

• Troubleshoot and configure Microsoft Outlook

Jan 2005- Apr 2006

Geeks on Call Scotch Plains, New Jersey

FIELD TECHNICIAN (Employed by Franchise Owner)

• On-site computer and network support for small and medium-sized businesses

• PC repair and troubleshooting

• Home and office network planning, installation, configuration, troubleshooting and securing wireless networks

• Acquiring and performing computer preventative maintenance and contracts

• Broadband installation and configuration

• Data Recovery

• Cold calling and onsite sanitation of customer to acquire IT contracts

• Virus and Spyware detection and removal

• Maintaining inventory of PC parts and software

• One-on-one or group training

Education

2004- Dec 2005

Cittone Institute (Lincoln Technical Institute) Edison, New Jersey

Network Systems Administration

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