Herman N. Thomas
Spring Lake, NC *****
910-***-**** ac6urz@r.postjobfree.com
Trained computer support professional that is transitioning into a new career path. Has a demonstrated ability to integrate computer skills, customer service experience, and related education to exceed technical, business, customer requirements, and overall company goals. Professionally trained A+ and Security+ certified by CompTIA. Committed and motivated employee focused on the success of the team, the solutions, the company, and its values, while maintaining individual success. Holds active Secret Security Clearance.
TECHNICAL SKILLS
Windows 7/8/10
Microsoft Office
Hardware/Software installation
Network protocols and standards
Microsoft networking
Desktop and laptop systems
Set-up users and policies
Network implementation
Install, configure, upgrade, and troubleshoot vendor neutral systems
Component repair
Remedy
OS Fundamentals
Perform post installation configuration
Troubleshooting
TCP/IP configuration
Preventative system maintenance and support
Lean Six Sigma Yellow Belt
Understanding of development, networking, security, and business concepts
Diagnosing software and hardware problems
Install and configure Windows Server 2003/08/12
TECHNICAL TRAINING AND CERTIFICATIONS
Carolina Career College, Durham, NC
Current certification: CompTIA A+ and CompTIA Security+
Additional certifications upon completion: CompTIA Network Microsoft Specialist: Windows 7 Configuring, MCSA: Windows Server 2012, CompTIA Advanced Security Practitioner (CASP)
WORK EXPERIENCE
Insight Global/Camp Lejeune NC February 2018- March 2018
IT Support Specialist
Verified BIOS version and settings and ensured workstation is prepared to receive image.
Utilized automated tools to migrate WIN10 image. Troubleshooting failed installations and used other methods to install image (PXE, OSD/Boot Media, Hard drive image or drive swaps).
Troubleshoot network, system and image issues and resolve before leaving user computer.
Migrated user data using the user state migration tool (USMT).
Validated user data after successful completion of migration.
Submitted end of day reports with number of completed or failed systems.
Provided Tier 1 and 2 support for issues user/technician can't resolve.
Participated in device collection, configuration, and upgrade of client endpoint devices.
Ensured all steps were completed before and after Windows migration was successful.
Worked with each client to help ensure checklist items were completed and that the system was issue-free.
Responsible for receipt, configuration, and delivery of new equipment, where applicable
TMR, Fort Bragg, NC March 2018 – Present
Jr. CSD (Consolidated Service Desk)
Interfaces directly with supported end-users to provide hardware, software, network, and applications problem resolution
Clearly communicates via phone, portals, and instant messaging with end users and technicians
Presents a professional, sharp, and technical image via verbal, written, and in person communications with customers
Works with clients ranging from entry level to the senior executive levels and serves as a positive example to other technicians on the team
Serves as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 56,000+ customer enterprise
Herman N. Thomas
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Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, internet connections, and hardware/peripheral equipment
Resolves application issues by identifying disabled or unselected parameters, running repairs, and removing and reinstalling software
Verifies protocols, attributes, and statuses are correct for users, such as SMTP or SIP
Documents, tracks, resolves, and reports on problems and work orders using Remedy Action Request database system
Ensures tickets are correctly submitted and maintained with descriptive annotations
Modifies, creates, and troubleshoots user accounts via Active Directory; submits changes to file management and peripheral devices via Remedy, escalating network incidents, and providing direct support to USSOCOM customers located throughout the world
Determines which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
Monitors secure and non-secure networks 24X7 and escalates incidents to system administrators, network administrators, computer security administrators, and management teams for resolution
United States Army, Fort Bragg, NC September 2012 – November 2017
Operations Manager
Served as the Operations Advisor to Division Head and as the lead trainer for 67 personnel members
Oversaw $750k worth of Department equipment
Managed and coordinated the deployment of three dental teams and equipment in support of Operation Enduring Freedom
Presented briefs, prepared reports, researched statistical data to resolve complex problems
Ensured staff successfully completed all required mandatory training
Conducted current and future operational analysis for health services report
Communicated job expectations; planned, monitored, appraised and reviewed job contributions
Maintained safe and healthy work environment by establishing, following, and enforcing safety regulations
United States Army, Fort Rucker, AL December 2009 – September 2012
Senior Program Manager
Spearheaded an 11Million Dollar renovation project and represented the senior leadership in the planning, coordinating, and design of Brown Dental Clinic
Managed an annual supply budget of$393k with meticulous attention to detail and accuracy
Implemented Federal privacy and security requirements and provided training to over 40 employees
Supervised and performed daily operational duties in 23 chair dental treatment facility
Maintained 100% accountability and maintenance of equipment worth $800k
Managed all aspects of multiple related projects to ensure the overall program was aligned
Procured adequate resources to achieve project objectives in planned timeframes
Understood the interdependencies between technology, operations, and business needs
United States Army, Kissimmee, FL November 2006 – December 2009
Recruiter
Conducted mass media hiring events, direct face to face prospecting, phone interviews, email, and postal
Developed and maintained training plans for newly hired employees and helped build US Army manpower by 20%
Generated weekly reports on the progress of recruiting efforts and wellness report on recently hired employees
Exceeded the standards as recruiter of the year for a company of over 40 recruiters
Constantly ranked in the top 10% of all recruiters
EDUCATION
Liberty University, Lynchburg, VA
M.A. (In Progress)
Columbia College, Columbia, MO
B.A. Business Administration