Engineer Customer Service

David C. Thompson Jr.

PROFESSIONAL WORK

EXPERIENCE

DESKTOP ANALYST COORDINATOR LURIE CHILDREN’S

HOSPITAL

Chicago, IL (February 2006 – April 2015)

Fostered and promoted an environment of superior end-user PC customer service

Responsible for the day-to-day supervision and coordination of the Desktop Support Group members

Coordinated the set-up and deployment of 4,000+ new workstations for the new hospital

Coordinated and tested new doctor offices across the Chicagoland area to connect the hospital portal with access to Epic EMR.

Serviced and imaged laptops and desktops onsite and remotely

Trained end-user on applications and specialized office software and assisted users with VPN access DESKTOP ENGINEER SENTINEL TECHNOLOGIES INC.

Chicago, IL (September 2003 – February 2006)

Team of 7 server and desktop engineers for desktop and anti-virus rollout of Trend Anti-Virus throughout CPS high school and elementary

Converted, upgraded, migrated domain controllers and converted entire network into Microsoft Tree Enterprise by converting trusts, WINS and DNS into one system

Rolled out SMS to all workstations and servers. Upgraded MAC OS systems and installed Timbuke2 and Net Octopus on Mac servers and desktops

SENIOR ENTERPRISE NETWORK ENGINEER MCI WORLDCOM

Chicago, IL (January 1998 – November 2001)

Provided pre-sale and post-sale technical support for assigned National Account Customer Base

Supported existing national client base on chronic trouble resolutions, project management and implementation of new services, and ongoing service improvement recommendations

Worked within team environments, as well as independently to escalate and resolve customer and network issues

Achieved distinction as a prominent mentor by developing a successful trouble resolution plan, consistently surpassing goals and objectives. Utilized in team-building role, training and mentoring new sales representatives

TECHNICAL AND PROJECT ENGINEER CHAMBERLAIN GROUP, DUCHOSSIS, INC.

Chicago, IL (1990 – 1998)

Managed technical implementations and projects for Multi-national Corporation with 3 manufacturing divisions with plants located in US, Canada, Europe and Central America

Team leader for Operations center/help desk. Negotiated vendor contract to reduce operating budget by 500K annually

Designed and implemented VTEL video conferencing network for international locations

.

A service oriented analyst and project manager of technology involving data, voice and video telecommunications. Achieves operational objectives by contributing information and recommendations to strategic plans and reviews.

IT Support

Specialist

EDUCATION

US ARMY

STAFF SERGEANT E-6

Telecommunications Specialist

(1972 - 1979)

US ARMY RESERVES

(1979 - 1985)

RELATED

EXPERIE

Board Member of Chicago NCE Chapter

AFCOM/Data Center Management

Group (12 years)

Boy Scout Leader Troop 74. Field

School, Elmhurst, IL (15 years)

QUALIFICATIONS

SUMMARY

Contact > T: 630-***-**** E: ****************@*****.*** David C. Thompson Jr.

PROFESSIONAL WORK (CONTINUED)

9EXPERIENCE

TECHNICAL AND PROJECT ENGINEER CHAMBERLAIN GROUP, DUCHOSSIS, INC.

Chicago, IL (1990 – 1998)

Managed technical implementations and projects for Multi-national Corporation with 3 manufacturing divisions with plants located in US, Canada, Europe and Central America

Team leader for Operations center/help desk. Negotiated vendor contract to reduce operating budget by 500K annually

Designed and implemented VTEL video conferencing network for international locations LEAD NETWORK OPERATOR CHICAGO BOARD OF OPTIONS

EXCHANGE

Chicago, IL (1980 – 1990)

Responsible for batch processing directing operators and managing job flow to ensure correct sequencing of processing

Monitored and resolved RJE issues

NETWORK OPERATOR HOUSEHOLD FINANCE CORPORATION

Chicago, IL (1979 – 1980)

Maintained, enhanced and installed new systems and programs

Conducted MVS Support, Network Support and CICS

IT Support

Specialist

TECHNICAL

EXPERIENCE

Contact > T: 630-***-**** E: ****************@*****.*** Operating System: Windows XP, 7 & 8,

MAC

Software: Office, Citrix, Adobe, JAVA,

SharePoint, SCCM Services, Active

Directory, WSUS

Security: Norton, Group Policy, McAfee

Familiarities: VOIP/PBX Phone systems

Usage & Repair

Hardware: Servers, desktops, laptops,

printers, Cisco routers and switches, IP

phones, tape backup

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