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Customer Service Active Directory

Austin, Texas, United States
April 16, 2018

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Thomas N Thibodeau

***** * ***** ****, *** ****, Austin, TX 78753 512-***-****


A strong team player, learner and leader with a positive attitude and innovative approach to problem solving. Strong foundation in PC, mobile device, printer and server support/administration, technical documentation, MDM, IT SPOC and IT purchasing, complemented by knowledge of business operations and excellent customer service.


Microsoft Office/O365

Windows 7/8/10, Server 2003, 2008, 2012 R2

Sharepoint/Sharepoint Online

Active Directory, Group Policy

Mobile devices, MDM/Airwatch, SCCM

Symantec Ghost, UIU, WinPE


Netmotion Mobility, Cisco VPN


City of Austin July 2014 - Present

IT Systems Administrator

Lead utility- wide project to test, configure and establish standard mobile devices and associated hardware.

Manage Windows/Apple mobile devices via Apple DEP & VPP, Airwatch MDM, SCCM.

Establish and implement IT policies, standards, and security.

Author, edit, and maintain user-facing documentation on ITS Wiki and FAQ

Mentor and monitor daily work activities of others.

Assist in planning, designing, procuring and delivering software and hardware purchases.

Provide day- to- day system administration and support in a variety of work environments.

Plan, manage and maintain internal IT infrastructure, print servers and other systems, utility-wide.

Install new specific software releases and upgrades.

Install and maintain applications, operating systems, or equipment, to include researching, testing and implementing new technology.

Communicate effectively both verbally and in writing to interface with members of the IT, vendor and user communities as IT SPOC.

Collaborate with other IT team members on incidents, support requests, projects, and other initiatives.

City of Austin October 2012 - July 2014

IT Support Analyst

Provided excellent customer service and support to end users on a variety of computer and telecommunications issues.

Identified, researched, resolved, or escalated technical problems.

Authored, edited, and maintained user-facing documentation on ITS Wiki and FAQ

Installed, configured, maintained, and replaced desktop & laptop hardware and software.

Reimaged PCs using Ghost image(s).

Reset voicemail passwords via Avaya web application.

Reset Active Directory accounts and passwords.

Effectively managed and executed multiple priorities and tasks in a high pressure environment on an as- needed basis

City of Austin February 2012 – October 2012

Administrative Assistant

Supervised crew members and assigned tasks related to filing/sorting.

Added new material to file records, and created new records as necessary.

Created and maintained instructional documentation for administration staff

Eliminated outdated or unnecessary materials, destroying them or transferring them to inactive storage according to COA guidelines/requirements.

Modified and improved filing systems, or implemented new filing systems.

Created and distributed Excel timesheet, utilizing Excel formulas.

Big Brothers Big Sisters of Central Texas September 2010 - October 2011

Match Support Specialist

Through scheduled in -person, telephone and electronic contact, ascertained that the elements of child safety, match relationship development, positive youth development and volunteer satisfaction are fulfilled and that potential problems and barriers were identified and addressed as early as possible.

Documented and monitored all elements of match support and supervision.

Assessed individual training needs, information and support needs for each match participant to assure a positive youth development experience for the child, and successful and satisfying experience for the volunteer.

Ensured high- level proficiency in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function.

Developed strategic interventions to identify and strengthen match relationships that required extra support to continue to grow.

Developed, marketed and presented match activities to offer volunteers and children a variety of opportunities for group interaction and agency affiliation.

Implemented and promoted match activities to support ongoing volunteer involvement through individualized recognition, annual events, and re- engagement strategies.

Conducted exit interview with all parties at match closure. Assessed reasons for match closure and re match potential. .


University of Massachusetts, Amherst 2006 - 2010

Bachelor of Arts, English.

References available upon request.

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