LaMario T. Thomas

**** ******** ***

St. Peters MO, 63376

636-***-****

LinkedIn

ac3bzh@r.postjobfree.com

Executive Summary

Senior Level II IT Support Professional with over 7+ years of experience in systems support, networking and administration.

Process oriented with strong hardware and software configuration background.

Engaged customer service care resource recognized for providing outstanding on-site assistance and telephone support.

Excellent interpersonal communication, teamwork and technical troubleshooting skills with customer-focused service.

Technical Summary

Operating Systems: Windows (10, 8, 7, Vista, XP); Mac OS X

Hardware: Mainboard, BIOS, Power Supply, Memory, Hard Drive, DVD/CD, ROM, USB, HDMI, PCIe, DisplayPort, VGA, S-Video, DVI and Thunderbolt

Computers: Dell, Lenovo, HP and Apple

Remote Support Tools: LogMeIn Rescue, Teamviewer 11, Remote Control Viewer

Software: Microsoft Office 365, 2007, 2010 and 2016; Active Directory, Skype for Business, Ghost Enterprise, SharePoint, WebEx, SCCM, LAN Desk Management and Provisioning Agent, Tivoli,

Medical Software: Clindesk, Caradigm, Allscripts, Improvada

Ticketing Software: Service Now, Web Helpdesk, BMC Remedy;

Antivirus Suites: Symantic Endpoint Protection, Trend Micro, Norton Anti-Virus, AVG, McAfee.

Mobile Phones: iPhone, Android

Softphones: Avaya One X Communicator

VPN: Junos Pulse, Cisco AnyConnect Secure

Certifications: A+, DCSE (Dell Certified Systems Expert)

Atos Code of Ethics, Atos Data Protection

Atos Customer Experience

Atos Security and Safety Awareness

Professional Summary

Washington University Medical School

(Consultant – Insight Global) 07/2017 – 11/2017

Technical Support II

Under light supervision, provides support of desktop computer systems and other technology-based systems for University staff, faculty and students.

Desktop support provides technical support for computer operating systems, software, hardware and networking.

Respond to assigned tickets.

Configuring Windows 10 either manually or in DOS

Configuring users Outlook profiles with their .pst archives

Evaluates, prioritizes, resolves problems and requests, or escalates to appropriate support areas.

Acts as the front-facing support liaison for all desktop-related support issues.

Provides support documentation for Tier 1 Service Desk.

Collaborates with Level III technical areas on planning and issue resolution.

Prioritize work load to appropriately respond to customer needs and demands.

Acts as a liaison between customers and senior technical staff.

Project facilitation:

Complete tasks associated with projects or activities that relate to the desktop support environment, such as system upgrades, system integration and system administration.

Perform other duties as assigned.

MasterCard International Global Technology and Operations Headquarters

(Consultant – TekSystems) 06/2017 - 07/2017

Global User Support Services

Responsible for providing telephone/email/chat, and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary.

Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc).

Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.

Answers questions for users about installation, operation, configuration, customization, and usage of assigned products.

Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing trouble tickets.

Documents problems in the support solution database for diagnostics and solution implementation.

Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

Identifies researches and provides input on any unique or recurring customer problems.

Remains knowledgeable of Dell’s product line, current industry products and technologies.

Focuses on delivering a positive customer experience according to Dell standards.

Monitors and tracks issues to ensure accurate resolution.

Reviews and distributes pertinent cross-functional information.

Escalates more complex customer technical issues to Level III support.

Pantheon Biologics (Gallus), St Louis, MO. 04/2017 – 06/2017

(Consultant - Next Level Business Services)

Desktop Support Analyst II

Provide Tier 2 desktop support to internal Pantheon users.

Basic software and hardware configuration of end-user computing and desktop-based LAN systems.

Troubleshoot desktop, laptop, and network devices, and network connectivity issues to resolve users’ problems.

Configure and install software for end-users' Lenovo desktops and laptops.

Network printer installation/configuration.

Re-image desktop and laptop hardware.

Setup and configure mobile devices, PDAs, USB devices, blue tooth and wireless hardware.

Strong listening skills, analytical and problem-solving skills for assisting users with configuring email on smartphones.

Document problems and resolutions within call tracking application and provide continuous updates to the end users.

Demonstrate expertise in configuring, installing and troubleshooting PC systems, Windows 7, 10, MS Office 2013 and 2016 suite.

Maintain a high level of understanding of current and past Microsoft Operating Systems and products.

Investigate and track potential or current virus outbreaks and provide ways to inoculate infected client machine.

Working knowledge of remote access: Remote Desktop and Virtual Private Network.

Assist in the installation and rollout of new software packages; upgrades and new desktop hardware.

Process hardware and software requests by coordinating user setup, upgrades and installations.

Reset or configure network accounts.

Onboarding and Off boarding of all Pantheon users’ machines.

Work with asset management to assist them with the status of users’ machines.

Meet and maintain Service Level Agreements (SLA).

Cushman Wakefield, St Louis, MO. 03/2017 - 04/2017

(Consultant - TEKsystems)

Deployment Technician

Tasked by Cushman Wakefield IT for imaging and configuring equipment assigned via Deployment/Cutover Lead on schedule and with a high level of accuracy.

Carried out cutover approach and plan steps for managed functional areas and interdependencies.

Developed and conducted cutover/deployment plan with the project team, and application support teams.

Tracked status, reported/resolved/escalated issues for managed functional areas.

Created documented procedures for all the Deployment/Cutover technicians on all required tasks.

Provided direct support to users to prepare each PC's lifecycle refresh initiative for desktop and laptop PCs.

Initiated startup, disk imaging, and configuration installations on new desktop and laptop personal computers, added additional computers to the Active Directory domain, installed required software applications, tested completed systems, and staged systems for delivery or installation to the customer.

Installed PCs and/or peripherals including monitors, keyboards, etc. at users' workstations/desks, migrated users' profiles, data, printers, and other configuration settings.

Supported, installed, and troubleshot Windows 7 PCs in a LAN/WAN environment.

Experienced with Windows 7 and 10 in enterprise environments, Office 365, and Lenovo laptop and desktop hardware diagnostics and repairs.

Heartland Coca-Cola, Jackson, MO. 02/2017 - 02/2017

(Consultant - TEKsystems)

Lead Cutover/Deployment Technician

Lead on-site technician responsible for switching out hardware, coordinating and facilitating network cutover with Heartland Coca-Cola.

Responsible for all the cut night activities.

Supported end users pre and post-cutover.

Upgraded and configured users’ new Office 365 suite.

Attended customer based training prior to going onsite.

Conducted assigned work as documented in a consistent manner.

Ensured that assigned activities are successful through Quality Assurance measures.

Worked closely with TEK Project Team and users to limit downtime/disruption or operational impact.

Demonstrated world class customer service and communications skills to all users.

Daily update follow-up with the TEK Project Team.

Escalated issues for resolution with the TEK Project Team.

Assisted in completing any additional deliverables the customer may require.

ATOS, O’Fallon, MO. 02/2015-10/2017

Sr. System Technician Specialist

Served as the primary senior technical support for (SETC) Schneider Electric’s Technology Center in O’Fallon MO and its circuit breaker plant in Columbia MO provided telephone,

remote, and on-site support for their users.

Provided complex technical support, planned and coordinated End User touch points of the distributed computer environment, including desktop, software and hardware installation, support, distribution, and remote access technologies

Performed, analyzed, diagnosed, installed, and resolved complex desktop or laptop computers, operating systems, application software and hardware technology problems.

Performed, analyzed, diagnosed, installed and resolved remote access technology issues.

Performed, analyzed, diagnosed, coordinated and planned computer installation, moves, adds, changes and repairs.

Provided complex technical input to the Location Services Team and assumed the supporting role to select and utilize appropriate tools and techniques for timely service delivery.

Worked independently to analyze, design, and implement desktop solutions to fulfill business unit requirements.

Worked daily with VIP and Executive level users.

Configuring Windows 10 either manually or in DOS

Configuring users Outlook profiles with their .pst archives

Briefed customers and management on the status of resolutions with weekly meetings.

Prioritized and documented customer issues to address and resolved or forward to specialty divisions.

Responsible for partnering with business units to understand the business impact of support issues.

Acted as technical liaison with user groups and other IT partners for systems support and implementation providing an effective interface among users, vendors, IT partners, and consultants involved with evaluating technical issues and products.

Responsible for the analysis, and implementation of desktop solutions to fulfill business unit requirements.

Managed technical and administrative responsibilities for an Office 365 migration and ongoing quarterly refreshers for users at multiple locations and whose machines were falling out of lease.

Responsible for the analysis and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition.

Collaborate regularly with Asset Management regarding the status of end user’s machines during the quarterly refreshers.

Received computer assets being shipped, un-boxed and performed packing list reconciliation.

Moved and categorized incoming shipments of equipment at the sites. Supported and securely stored equipment for later configuration and use.

Updated inventory additions and additional changes to the inventory database.

Managed, packaged, moved and prepared all equipment for shipping (on and off-site) and disposal as required.

Tracked the inventory database and ensured “on-site asset stock” was sufficient for customer needs and organized new orders as required.

Maintained daily tickets and reports to ensure the highest service levels agreements were maintained.

Initiated tracking and reporting of issues, made recommendations for system improvement including procedural steps, increased training or enhanced documentation.

Change Healthcare (Emdeon), St. Louis, MO. 11/2014 - 01/2015 (Consultant – TargetCW)

Desktop Support II

Provided second level support for end users and maintained desktop computing environment.

Installed, diagnosed, repaired, maintained, and upgraded all PC hardware and equipment to ensure optimal workstation performance.

Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

Supported and maintained advanced users of personal computers within the enterprise to ensure compatibility and integration with enterprise strategies.

Washington University, St. Louis, MO. 02/2014 - 05/2014

(Consultant - Adaptive Solutions)

I.T. Project Coordinator

Planned and coordinated move and post-move support required to relocate the Ph.D. Department and Deans Admin Departments computer and printing related equipment from Simon Hall to Olin Business School at Washington University.

Developed, scheduled and implemented a project plan and supported the documentation detailing requirements of the move from Simon Hall to Olin Business School.

Acted as primary point of contact for the Olin Business School IT Director and for the Deans Administrative staff.

Met with Olin Business School staff to better understand everyone’s roles and establish points of contact.

Developed template for daily progress summary reports for IT Director.

Created check-in and check-out documents for technicians participating in the move to ensure technicians understood the process and plan.

Supervised 8 additional Washington University IT staff for the move.

Distributed move plans and assigned move locations to techs.

Conducted quality of service checks prior to move-ins and after move-outs were complete to ensure move plan standards were met.

Provided the daily move summary to Olin Business School IT Director detailing progress.

Provided full-time post-move support with Olin Information Services.

Provided quality customer service while in Olin I.S. desktop post-move support role.

Documented, tracked and monitored user problems via Web Helpdesk to ensure a timely resolution.

Responded to telephone calls, email and personnel requests for technical assistance or post-move support from students and staff.

Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals in a windows environment.

Determined and recommended which products or services best fit the customers' needs.

Deployed software updates over the network.

Provided Office 2013 troubleshooting.

Coordinated with 3rd party systems or software vendors to resolve any issues.

Created step-by-step procedures to better aid students in the use of using video in Group Classrooms at Knight Hall.

Assisted deploying new classroom collaboration software called TeamSpot.

Created a step-by-step procedure for staff and students to download, install client and use of Team Spot.

Wells Fargo Advisors World Headquarters, St. Louis MO. 11/2013 - 12/2013

(Consultant - KForce)

Windows 7 Migration Coordinator

Managed and coordinated activities and resources in a project life-cycle (initiation planning, executing/controlling, and closing) in support of large-scale projects that were typically longer-term with medium to high scope, impact, risk and complexity.

Served as point of contact for project information and updates.

Prepared line of business contacts for upcoming 2k windows 7 thin-client migrations.

Gathered project requirements.

Developed and maintained project documentation.

Tracked and reported project and budget status.

Identified project/production issues and identified resources to provide solutions or escalated to avoid project delays.

Scheduled and coordinated problem reviews and followed up on assigned actions.

Arranged and/or delivered training.

Documented new or revised processes and procedures.

Updated websites that hosted project documents, reports and/or group information.

St. Louis University, St. Louis, MO. 04/2013 - 06/2013

(Consultant - Syllogistics)

Windows 7 Migration Technician

Provided technical assistance in migration of SLU client computer systems from Windows XP to Windows 7 platform and Windows administrative functionalities.

Created migration procedure for the John Cook School of Business.

Acted as hands and feet for migration project team to assess and resolve any issues to complete migrations.

Managed daily deployment list.

Followed procedures with little to no immediate supervision.

Conducted image deployment using Microsoft System Center Configuration Manager (SCCM).

Coordinated and communicated with end users on schedules and availability for upgrades.

Backed up data from existing Windows XP workstation and restored to new Windows 7 workstation.

Mapped network drives, added systems to the domain, located files and troubleshot associated issues.

Mapped network printers using Printer Properties Pro (PPP).

Installed printer drivers for local printers.

Installed and configured end user business licensed or unlicensed applications.

Installed new keyboard, mouse and docking stations and ran cabling.

Installed any additional memory to PCs.

Documented status and reported completion of migrations to project team.

Resolved any incidents reported post-migration.

Barnes Jewish Children’s (BJC) Hospital, St. Louis, MO. 5/2012 - 4/2013

(Consultant - Syllogistics)

BJC Information Services

BJC C.U.P. (Computer Upgrade Project) Team

Supported BJC wide Windows 7 migration.

Imaged new Lenovo desktops and laptops with Windows 7 OS.

Pushed any additional software to user’s new workstations prior to deployment.

Wrote-off and disposed of older Windows XP machines that were out of warranty.

Desktop Support Team/ Tier II

Conducted hardware planning and assessment.

Performed hardware ordering.

Provided pulling of devices to be imaged.

Cleaned devices to be redeployed within BJC. Built and managed BJC “Kill Disk Station” compliant with

D.O.D. directive 8570.1.

Imaged laptops and desktops.

Performed physical deployment.

Conducted hardware tracking.

Handled device receiving in processing incoming Windows XP machines from the field for write off.

Supported Tivoli and LANDesk.

Used Active Directory.

Provided routine break-fix request from users via Help Desk.

Capitol Team/ “Build-Out Projects”

Supported LCD replacement project at BJC St. Peters.

Supported LCD arm replacement project at BJC St. Peters.

Managed laptop memory upgrade project at BJC St. Peters & Progress West in preparation for Sorian go-live.

Deployed new “Oracle VDI” Thin Clients BJC-wide. Removed PC and installed Oracle Thin Clients.

Performed Wi-Fi client upgrade on all laptops BJC wide for 8,000+ laptops.

Upgraded wiring management with wiring harnesses on workstations in all patient rooms at BJC St. Peters.

UNISYS, St. Louis, MO 11/2010 - 4/2012

(Consultant - Randstad)

Dell/Lenovo Field Support Technician

Provided on-site installation, upgrades, maintenance, troubleshooting and/or repair of any Dell customers’ desktops, notebooks and associated peripherals in the Pike, Lincoln, Warren, St. Charles, St. Louis Counties and the Central Illinois area currently under warranty.

Held 19 Dell Portable/Desktop & 2 Customer Service certifications including my Dell Certified Systems Expert Certification (DCSE).

Diagnosed, troubleshot and upgraded hardware issues on all Dell and Lenovo desktops, laptops and All-in-One’s.

Performed desktop or laptop “Break/Fix” support from simple to complex installation, add or upgrade requirements of peripherals and device drivers.

Performed advanced troubleshooting techniques to address complex technical issues.

Coordinated with the Dell Call-Center (DSPQ) and Unisys contacts regarding hardware and customer issues.

Conducted on-site technical visits, both scheduled and as a result of immediate calls for quick-response troubleshooting.

Ensured on-going maintenance and development of positive customer relationships with all Dell customers.

Identified risks and developed solutions for customer’s questions.

Installed, maintained and optimized desktop /notebook/configurations at customer’s site.

Configured Microsoft Windows 9x, 2000, XP and Win 7 operating system environments.

Swapped out motherboards (desktop experience and laptop).

Ensured customer satisfaction by advising customers on preventive maintenance and configurations impacting products future performance.

Used independent discretion and decision making to assess and deliver technical solutions.

Prioritized several projects simultaneously and executed tasks in a high-pressure environment.

Received and responded to on-call pages, and/or e-mails regarding “any” client systems problems.

Escalated problems to the “Escalation Team”.

Received service call inquiries after normal business hours.

Monitored assigned service calls to ensure timely completion.

Prepared documentation to record and track issue resolutions.

Completed all administrative duties correctly and promptly.

Ensured all time reporting, expense reporting and other required reports were accurate and submitted weekly on time.

Ensured that quality and service level goals were achieved in a timely and accurate manner.

Met or exceeded various service levels as established by Unisys procedure (calls per day, ETA’s, on-time response, administrative call closure, and customer satisfaction).

Managed complex assignments requiring independent action and a high degree of initiative to resolve issues; made recommendations for new procedures.

BOEING, St Louis, MO 5/2010 -11/2010

(Consultant - TekSystems)

Midwest LAN Network Services Division Hardware Coordinator

Maintains, monitors & auditing of all “new” & “defective” Cisco Hardware for Boeing’s Midwestern LAN Team.

Maintains an inventory of Cisco 650x, 45xx, 400x (Line or Sup Cards & Chassis’s), Switches & Routers (LinkSys, Netgear, & Cisco), VoIP & a small amount of Juniper Networking Devices.

Maintains & monitors two separate Inventory Tracking Databases for Procurement.

Updating of BOM’s to match what been received versus what is still outstanding.

Submitting of hardware request to the Buyer to maintain predefined inventory levels.

Maintenance of an “on-site break-fix” warehouse & an “off-site build-out” hardware storage location simultaneously.

Processes daily request for material from Network Services Field Technicians or Engineers & from independent network contractors.

Works closely with Network Engineers & Field Technicians to ensure accurate/on-time delivery of critical equipment.

Delivery of any additional video conferencing equipment that is requested.

Very knowledgeable in Cisco’s TAC Team repair procedures.

Operates forklift for loading, unloading, & staging of daily inbound or outbound shipments.

Elimination of excess or outdated equipment.

Works closely with management on process improvements & cost reduction initiatives.

Schedules removal of valuable metals with outside vendors & removal of hazardous materials with Boeing’s Hazardous Materials Division.

Provides a clean & safe working environment & ensures proper building maintenance is performed on a predetermined schedule.

Basic level of knowledge of networking technologies including Ethernet, TCP/IP, DHCP, DNS, WINS, Microsoft Networking, Microsoft Windows Roaming User Profiles, LAN CAT5 and CAT6 wiring, 802.11 B/G/N, and Bluetooth.

Education

Sanford-Brown College-Associates, Programming, 2003

Military:

U.S. Army-1989-1992-Honorable Discharge

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