IT Professional

Richard Thompson

********.********@*****.*** 832-***-****

SUMMARY

Client focused professional with proven track record of managing time, projects and resources to achieve both company and client’s goals and objectives within budget and ahead of schedule. Creative, highly motivated and team oriented IT professional with excellent time management, team building and communication skills and vast skillset along with run to the fire, proactive attitude and strong work ethic.

CRITICAL SKILLS

Lead support on Microsoft Servers, Citrix, Barracuda, Microsoft Windows (All versions), Microsoft Office Suite (all versions), Remote Desktop Services, Adobe, ITIL, HPSM, BSM, Networking, Standard Query Language/ SQL Server, DOS, C++, Visual Basic, Visual C++, UX, QuickBooks, GoldMine, InstallRite, ShoreTel, ScrewDrivers printing software in addition to a variety of other software applications

Critical Situation/Major Incident Management

Hardware support for laptops, desktops, servers, printers, network devices and mobile devices

Excellent communications skills with high visibility and exposure to diverse employees, executives, managers and clients

SLA compliance and data analytics

IT Scheduling

Project Management

IT Support Services

Sales support before, during and after sale from planning to execution and continued support

Client relations and issue resolution expert

Proficient in application testing, modification, installation and updating.

Strong ability to liaison between technical and non-technical people.

People, project and resource management

Team building and motivation

ITIL, Six Sigma and Sarbanes Oxley(SOX) trained

Human resources experience with regard to resume review, conducting interviews, and selection of new hires, as well as development of documentation regarding company policy and procedures, and training material for new hire onboarding

Key technical speaker at disaster recovery conferences sponsored by University of Houston

MCP certified

IT Consulting

PROFESSIONAL EXPERIENCE

Stewart Equipment, United States, 08/2016– Present

IT Consultant

Evaluate IT requirements, design and implement IT infrastructure;

Manage IT infrastructure to include Windows desktop and laptop systems, Windows servers, wired and wireless networks and printers;

Install applications on local computers as well as servers in Windows environment;

Train users on use of Microsoft Office and other applications;

Provide both remote and deskside support for end users;

Procure IT equipment and manage vendor relations for both hardware and software;

Configure user access through Active Directory.

Hewlett Packard Enterprise, United States, 10/2015– 08/2016

Life-cycle Management

Assisted with setup and guidelines for new team, functioned as a leader within that team;

Assessed organizational performance by analyzing metrics, KPI’s and SLA’s in adherence with ITIL framework, contractual obligations and internal standards, provided feedback to management on how to achieve goals, become and remain compliant, implemented best practices;

Increased SLA compliance by 400% through use of daily management meetings with IT department heads;

Coordinated and led executive committee level meetings; assigned and tracked action items, documented progress;

Scheduled and created agenda; created and presented PowerPoint presentations to executive and departmental management heads, and distributed to teams to show compliance levels; assigned action items to management teams to address areas of concern;

Extracted and formulated data from Yota internal database into spreadsheets for executive level management; followed up on assigned action items;

Trained management and teams on SLA data gathering and comprehension, application usage; created and provided management with best practices to meet and beat SLA compliance goals; implemented best practices;

Compiled data requirements from management teams in order to modify SLA data for developers enabling them to create an application showing real-time metrics.

Hewlett Packard Enterprise, United States, 07/2012– 10/2015

Critical Situation Manager

Successfully led company migration to new SAP environment, as well as other highly involved software upgrades which included managing vendor developers and in-house IT support;

Successfully led multiple critical situations to positive outcomes on a daily basis;

Managed and resolved successfully multiple crisis situations as well as helped define crisis situation processes and conveyed lessons learned to team;

Gathered and managed key resources required to drive resolution of issues via the Major Incident process via multiple virtual rooms, Cisco IP Phones, ERM, Lync and email quickly and efficiently within ITIL guidelines, as well as documented actions taken, by whom within HPSM ticketing system, created problem management tickets to determine root cause;

Worked with development team on HPSM ticketing system by gathering technical requirements, prioritizing, liaising non-technical requirements to developers, as well as technical limitations to non-technical teams, scheduling upgrades;

Trained users on HPSM ticketing system initially, and as upgrades were implemented;

Facilitated onboarding and new hire training;

Assisted with performance evaluations, annual team SMART goal planning, and objectives. Tracked goal progress.

Hewlett Packard Enterprise, United States, 08/2011– 07/2012

Incident Manager

Monitored and managed key domains (ERP, ETL, Middleware and WEB, GDBA, Windows and UNIX) via virtual rooms and acknowledged ticket elevations and Critical Situation requests; ensured appropriate resources were engaged and assisting to resolve issues within a timely manner;

Monitored Oracle Enterprise Manager Dashboard, System Center Operations Manager (SCOM) and BSM for issues that arose and engaged appropriate resources to resolve potential issues up to, and including invoking critical situation or crisis situation processes;

Monitored and supported change teams with RFC’s to ensure they were completed on time and resources required were engaged and actively assisting, as well as gathered additional resources as needed to address issues that may arise during the change process;

Assisted in training and onboarding of new team members;

Communicated with business teams to identify issues or concerns; partnered with IT teams to provide solutions and develop lessons learned;

Monitored SR Dash for input from business leads regarding issues they were facing; assisted with engagement of resources needed for resolution;

Actively participated in planning, testing and execution of Disaster Recovery Plan.

Xvand Technology, Houston, Texas 05/2010 – 08/2011

Director

Managed daily activities of a technical helpdesk;

Responsible for managing all aspects of an IT helpdesk including, but not limited to, interviewing potential candidates, hiring and training new users, scheduling, assisting with resolving both technical and non-technical issues through direct interface with clients, and assisting with the sales process through technical demonstrations and requirements gathering;

Managed team meetings and monitored issues reported to ensure repeat issues were handled properly and completely; ensured best practices were followed; conveyed lessons learned and followed up on action items;

Proactively monitored ticket trending to address any potential issues prior to clients experiencing any large scale negative impact, as well as ensuring any common issues reported were handled thoroughly according to the client’s satisfaction;

Maintained client relationships, assisted with creation of sales and marketing materials and provided pre and post-sales support;

Created and presented disaster recovery plans to current clients, prospective clients and non-profit associations.

Xvand Technology, Houston, Texas 10/2008 – 05/2010

System Administrator

Windows System Administration in VMware environment which included the testing and installation of custom software, MS Office software suites, operating system updates, anti-virus software installation and monitoring

Tested, modified, installed and updated both, standard and custom software in a terminal server environment;

Monitored server and overall environment health and addressed any potential future issues before they were impactful on clients;

Implemented and maintained Barracuda software to reduce spam received by clients;

Created, modified and implemented batch files to automate numerous tasks within terminal server environment;

Added, removed and modified users and security rights and roles on terminal servers;

Coordinated database and software updates and maintenance with software vendors;

Updated and troubleshot Shortel phone software in a terminal service/Citrix environment;

Assisted and trained Tier I technical team on issues they were not able to resolve;

Assisted with network diagnoses and troubleshooting as well as swapping out of network hardware, including, but not limited to, switches, routers, wireless repeaters and wiring.

Xvand Technology, Houston, Texas 03/2008 – 10/2008

Tier I Technical Support

Troubleshot internal and external client issues within a terminal server/Citrix environments;

Server and local PC software and hardware installation;

Troubleshot, repaired and built custom desktops for clients;

Network and local printer moves/adds/changes, as well as issue diagnosis and resolution for existing printers;

Configuration of cellular phones to work with Exchange servers via ActiveSync and Blackberry Enterprise Server;

Provided telephone, email and onsite technical support to vastly diverse clients to include law firms, financial services firms, commercial and retail sales, and others with varying degrees of technical knowledge;

Remotely accessed client systems to diagnose and resolve issues using various remote desktop software;

Troubleshot and resolved both, Windows and Apple computer system issues as well as Apple, Windows, Android and Blackberry cellular issues;

Consistently exceeded ticket closure goal of 25% of tickets being first touched within 10 minutes and closed within 4 hours by 250% while continuously taking on more advanced issues;

Supported other team members with issues they were unsure of, or unable to resolve to ensure company ticketed resolution percentage goals, as well as initial resolution, within Tier I Support were both met and exceeded;

Ensured tickets were assigned and handled from ticketing system within company SLA standards and followed up to ensure issues were resolved to client’s satisfaction.

IPM Software, Pasadena, Texas 5/2007 – 3/2008

Client Care Representative

Demonstrated and supported financial/accounting and property management software applications to users in Housing Assistance markets; recommended products based on individual needs as well as trained new customers on entire software usage and functionality;

Performed remote client software installations, upgrades, system configuration, and troubleshooting;

Assisted users with software configuration, network printer configuration, and troubleshooting in both, Windows and DOS environments; communicated issues to software development and provided software updates/patches and integration assistance where applicable;

Performed beta testing and quality assurance on software releases as well as liaised with System Administrators to test database updates prior to their customer based release;

Generated, edited, and encrypted ASCII license files and assisted clients with installation and configuration of such licenses on both, servers and individual workstations;

Supported sales by encouraging DOS users to upgrade to Windows software versions, maintained clients’ product and licensing information in EOS ticketing system;

Assisted clients with accounting errors and running SQL scripts to correct programming areas of concern;

Documented billable hours for clients not under a phone support based contract;

Consistently exceeded expectations of daily customer trouble ticket resolutions by 115%.

EDUCATION

San Jacinto College, Completed 104 credit hours in Computer Science and Business Management includes:

Programming Logic and Design, Visual Basic Programming, Programming Fundamentals, PC Operating Systems, Fundamentals of Network Technology, Unix Operating System, Internet/Web Page Development, Implement and Support Windows Servers, Database Management, Information Technology Security, C++ Programming, Business Computer Apps, Interpersonal Communications, Leadership, Business Communications, Business Math, and Principles of Marketing

MCP Certified

Member of National Honors Association (Phi Theta Kappa); Former Vice President

National Dean’s List recipient on numerous occasions

Contact this candidate