Technical Support Information Technology
Resume:
DAVID L. THOMPSON
IT - SYSTEM ENGINEER
OLYMPIA, WA 98503
*******@*****.***
Achievements
Enterprise Content Management, Project Management, Technical Analyst, and Customer Advocate offering a progressive, 18-year career in information technology.
Can-do positive attitude and work ethic. Experience working in an Agile work environment.
• Successfully upgraded Enterprise Content Management system
(ApplicationXtender)-from 8-year-old system to the current version (AX 5.4 to AX 8.1)
• Worked with Stakeholders to help centralize multimedia content storage and develop workflows and standards for Enterprise Content Management System
• Effectively assisted in the deployment of nearly 5,000 mobile devices with cloud based mobile management security.
• Successfully implemented electronic redaction tool –using VDI solution - Support Statewide Redaction staff (250+).
• Researched, tested and deployed new remote access tool for 88 IT staff, which is used to support 3200 workers and providers statewide. Professional Experience
Information Technology Specialist 5 January 2014 – Present WA State Department of Social and Health Services (DSHS)
• Enterprise Content Management Supervisor, Olympia, Washington As the Enterprise Content Management Administrator/SharePoint Administrator, I am responsible for supervision, mentoring of EMC and IT staff. Work with infrastructure staff, including the planning, installation, data analysis, quality assurance testing, training, performance monitoring, maintenance, troubleshooting, and systems administration relating to network connectivity, integration of new technology (Mobile iPhone/Tablet), redaction tools, provisioning, MFP devices and Enterprise Content Management software applications and servers.
Key Contributions:
• Spearheaded IT Projects – Enterprise Content Management (AX}, Redaction tools, Remote support tools.
• Assists in company’s systems setup, establishing automated server generation routines, optimizing system performance, installing VM servers, upgrades/patches, establishing system monitoring and maintaining security protocols.
Skills
Application Extender
Active Directory
Symantec/VERITAS
Adobe Pro DC
SharePoint 2013 Administrator
VMWare/ vSphere
Exchange Administrator
Microsoft Office 2016
Windows 7/ 10
Microsoft Server 2008/2012/2016
MaaS360
Meraki
Securities
CITRIX
Nuance eCopy/ PPDM
Axosoft/ Track-IT
IIS
Veeam Backup and Recovery
VERITAS 8.6-11.0
Bomgar
VPN
SMS/SCCM
MS Hyper-V
SQL
Additional Skills
Customer Service
Work collaboration with Infrastructure Team
Project Management
Workflow Planning
Productivity Improvement
Technical Support, Virtual Service Desk
Public Disclosure
LAN/WAN/NOC Administration
OU Management
Systems Installation, Configuration & Upgrading
Training & IT Mentoring
Effective Communication
Testing & Troubleshooting
• Serve as Children’s Administrations SharePoint Administrator. Developing site standards, procedures and securities. Assisting Site Owners with their site needs.
• Work with infrastructure staff to ensure all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.
• Revamped statewide redaction strategy. Increased team productivity and automated repetitive tasks.
• Acted as escalation point for troubleshooting advanced network/systems issues; providing excellent service to internal and external customers.
• Trained employees across multiple departments on network operations and software, including log-in procedures, network management software, permissions, printing issues, security and use of software. Information Technology Specialist 4 December 2008 – 2014 WA State Department of Social and Health Services (DSHS)
• Children’s Administrations Technical Support, Olympia, Washington Repeated success directing IT projects from inception to execution, working directly with IT director to strategically allocate resources and delegate tasks to achieve on-time, on-budget delivery. Expertly managed technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.
Process improvement champion with a history of implementing new procedures and technologies to strengthen security posture, enhance operational efficiency, and control costs.
Key Contributions:
• Lead Tech Analyst for new redaction software and processes used by the Public Disclosure unit. Liaison between vendor and staff. Verifying business needs, testing, implementation and training.
• Lead technical support to State Public Disclosure Unit and the Attorney General’s office, providing assistance in the areas of internet history investigations and state disclosure cases. High level of confidentiality.
• Senior level technical service and customer support specialist supporting wide range of user types, including Executives, IT Director, Data Warehouse team, and 3,200 workers statewide.
• System maintenance, software installation, problem resolution for computers and other hardware devices.
• Security Administrator for multiple customer applications, providing enterprise access and security support.
• Created process improvements and IT staff training and tutorial documents according to statewide IT standards.
• Assisted infrastructure team in building Track-IT server (Server 2008), product upgrade and data migration.
• Manipulating data using SQL or other programming tools to assist in reporting and data imports and exports.
Highlights
History of planning and implementation of large-
scale, enterprise-wide products and services
designed to modernize systems, increase
efficiencies, and improve securities.
Development of technical training and support
documents designed for the end user with the
purpose of introduction to new technologies and
applications.
Education
Associate of Arts Degree
Pierce College
Tacoma, Washington
High School Graduate, Honors
Timberline High School
Lacey, Washington
REFERENCES
Available upon request.
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