Manager, Customer Service, IT Support

MICHAEL G. THOMAS

Bronx, NY ***** 914-***-**** 718-***-**** ***********@*****.***

www.linkedin.com/in/michael-thomas-28656a165

COMPUTER SUPPORT PROFESSIONAL

An IT professional with extensive training in software troubleshooting and hardware configuration; currently working towards A+ and Network+ certifications. 10+ years’ experience working in a fast-paced customer service environment; majority within a call center and management. Proven commitments to ensuring team, as well as the department meet or exceed all expectations set forth by the customer and the company.

KEY TECHNICAL SKILLS

Skilled at building PC’s. Able to install, troubleshoot and support operating systems and applications, as well as manage and troubleshoot network connections and wireless networks.

●Software: Windows 10, 8/8.1, 7, Vista and XP; Microsoft Office 365/2013/2010; Google Apps; Remote Desktop and Help Desk Management Software; Anti-malware suites and Firewalls; Windows image deployment through PXE and GimageX; Apple OS; Linux Ubuntu; VMWare Workstation

●Hardware: Desktops, laptops, printers, scanners troubleshooting. Format, partition EIDE, SATA, SCSI, and SSD and perform data recovery, backups, cleanups, images and encryption; Cisco product line; mobile device troubleshooting; network cable management (cable tester, multi tester, tone generator)

●Networking-Configure LAN/WAN/PAN (all 802.11) network routers, switches, hubs and printers through secure WEPx, WPAx, and SSID. Install workgroups and provide remote desktop assistance. Network printer mapping and maintenance. Active Directory fundamentals; Subnetting; Group Policy Management; DHCP and DNS Server; VPN, NAT, PAT and VLAN configuration.

EDUCATION

Per Per Scholas - Bronx, NY

380 hours of CompTIA A+ and Network+ Training, 2019

onPea onPeak GES - New York, NY

Fire Guard Training, 2016

Haga Hagana Security Guard School - New York, NY

8 Hour & 16 Hour Security Guard Certifications, 2012

Westc Westchester Medical Coder - Scarsdale, NY

Medical Billing & Coding Certifications, 2010

PROFESSIONAL EXPERIENCE

onPeak /G.E.S - New York, NY 2012-2018

Reservations Services Manager (Call Center) (2016-2018)

Tested and provided feedback on end user experience with onPeak’s proprietary software; attended weekly meetings with IT infrastructure staff to discuss concerns, resolutions and potential enhancements.

Troubleshot and assisted team with systems concerns such as business impact after overnight system upgrades, application removal and/or replacement, and research on application improvements (CRMs and data processing)

Tested and resolved software and hardware issues as needed (peripheral malfunctions and replacement, password resets, BSOD, Denial of Service)

Assisted with OS migration from Windows 7 to Windows 10

Created and maintained data logs and records via Microsoft Excel using macros and VBA

Monitored Help Desk tickets to ensure appropriate escalations and resolutions of incidents; maintained call and email logs documenting both customer and staff interactions

Provided end user support with access to company website via phone, email and chat service.

Managed 25-30 call center agents from offices in New York City, Chicago, and Atlanta; via video teleconference or in person.

Supplied support services for conference rooms and management offices

Reservations Services Coordinator/Lead (2012-2016)

Provided end user support with access to company website via phone, email and chat service.

Created and maintained data logs and records via Microsoft Excel using macros

Assisted with OS migration from Windows XP to Windows 7 Professional

Serviced more than 140 clients and more than 300 events annually, with up to 35,000 peak-night rooms; this include high-profile medical, professional and scientific associations, and top trade-show companies.

Provided customer support and correlated responsibilities, as well as special tasks allocated by management

Fusion 1st Technologies– Detroit, MI 2012-2017

Technical Consultant (Remote)

Installed Cisco routers and switches for new network deployments and ensured network connectivity

Conducted research on network products, services, protocols and standards for network procurement and development efforts and recommended technology upgrades and complementary products that could improve customer security.

Monitored network performance and provided network performance statistical reports for both real-time and historical measurements to meet Customer SLA’s.

Ensured network, system and data availability and integrity through preventative maintenance and recommended upgrades.

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