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Customer Service Manager

Spring Lake, North Carolina, United States
August 29, 2018

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Herman N. Thomas

Spring Lake, NC *****


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.


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


OS Fundamentals

Perform post installation configuration


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


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)


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


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


Liberty University, Lynchburg, VA

M.A. (In Progress)

Columbia College, Columbia, MO

B.A. Business Administration

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