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Technical Support Manager

Baton Rouge, Louisiana, 70816, United States
October 20, 2016

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Derrick C. Thomas

***** ****** **** ***. *** A Baton Rouge, LA 70816

Cell: 601-***-****


Career Objective: To obtain a challenging career utilizing and expanding my current knowledge and skills in the Computer/Information Technology discipline. I am also looking to develop other skills in IT that I may not have been exposed to in my career. I am a fast learner and quick thinker.

Education: Colorado Technical University

MBA with Concentrations in Technology Management & Health Care Management

June 2012 GPA: 3.84

Mississippi Valley State University, Itta Bena, MS

Bachelors of Science in Computer Science and Information Systems

May, 2002 GPA: 3.18

Work Experience: Full-Time

April 2015 - Present: LSUHSC – New Orleans School of Medicine - Baton Rouge, LA

IT.AV Analyst/Medical Simulations– Full Time

Provide Technical software, hardware, network, telecommunications & Audio/Visual Support to Physicians and Campus Employees

Assist Nurse Simulation Manager with Technical Issues during Medical Simulations

Utilize the Mediasite web application to schedule video lectures, storage of audio/video files, and organization of audio/video files

Utilize the Moodle web application to upload content for lectures and exams

Support and Maintain the simulation server environment and troubleshoot issues with the simulation manikins (Sim Man 3g, Sim Baby, and Sim Mom)

June 2014 - April 2015: Baton Rouge Recreation Commission - Baton Rouge, LA

IT Support Technician – Full Time

Provide Technical software, hardware, network, and point-of-sale system Support for Park and Recreation Staff

Create user accounts for computer log-in and email using Active Directory and Office 365

Provide Audio/Visual setup support for meetings.

Image and Deploy computer and other business related equipment to office personnel

Utilize Spiceworks to enter, update, and close work order tickets

Mar. 2009 - Mar 2010:: ITT Technical Institute - Baton Rouge, LA

Adjunct Professor: Intro to Computers – Part Time

Instruct students on the basics of Computer Hardware and Software

Provide guidance and support when completing in class and at home assignments

Complete online instructor coursework as mandated by ITT standards

Sept. 2006 – June 2014: LSU-HCSD(formerly Earl K Long Hospital) - Baton Rouge, LA

Help Desk Manager - Full Time

Provide technical guidance and management support for a 5-8 member Helpdesk staff

Plan and conduct performance appraisals of Help Desk staff

Served as Interim IT Director in the IT Director’s absence.

Developed processes to improve the function of the Help Desk and maintain quality of service to customers

Oversee management of application support, customer support, security, desktop hardware support, remote support (Citrix, VNC) and assigned IT Projects for Earl K. Long Hospital.

Manage the processing of incoming calls to the Help Desk via both telephone and e-mail using Numara Track-IT Software

Monitor technician work order status to ensure service level is being met.

Provide technical and customer support to and establish working relationships Physicians, staff for the main hospital and city clinics, and the Administrative and Business Office

Liaise with vendors for the procurement of new IT resources, oversee installation, and resolve adaptation issues.

Responsible for inventory of technology equipment throughout hospital and perform an end of year IT Audit on existing equipment to ensure it located in its proper location or if it is to be decommissioned and replaced by new equipment.

Collaborate with the Accounts Payable Department to ensure that all invoices for the IT Department are paid in a timely fashion.

Feb. 2005–Sept. 2006: Jackson State University - Jackson, MS

Computer Technician – Full Time

Provide hardware & software technical support to University personnel.

Image & Deploy Computers and equipment to users around campus and verify location of equipment through property control forms.

Upgrade and troubleshoot problems with older systems.

Setup printers to print over the network or shared through another system.

Install software: Operating System, Application, Anti-virus/Security.

Install hardware on computers when needed.

Basic backup of data files and email and restore them to new PCs

Patch network switch panels to enable internet.

Ability to make Cat 5 cables.

Use of a pinger and line toner tools to trace internet lines in the wall to network switch and check for data port activation.


July 2002 – Feb. 2005: ClientLogic/Sitel – Starvkille, MS

Technical Support Representative – Full Time

I received training in Gateway Computers, Microsoft, & Dell Computers customer service & technical support policies and procedures. Before leaving Client Logic, Inc, I successfully took and passed the Coach’s’ Assessment Exam to become a Technical Support Manager. I served as the L2/Senior Technican and I mentored new hires where it was my responsibility to teach and train a group of individuals (5-6 per new training class) and assist them with improving their statistics Ex( Call time, Troubleshooting knowledge, Phone skills). I served as a Pseudo Supervisor for the employees I mentored.


Lead IT Help Desk Technician, Problem Solving, Microsoft Windows Operating Systems(98,ME,2000,XP, Vista,7,8 & Server Experience) I have worked with some Apple computers, C++, Pascal, Q-basic, Visual Basic, Java, SQL and HTML programming languages, Cold Fusion Server/Cold Fusion, Microsoft Office Applications Word Perfect. Business Law, Organizational Behavior, Data Base Management, Managerial & Financial Accounting, Siebel CRM Software, Intro to Networking, DellServ, Tandem, Acronis Imaging Software, SMS RC3H, SMSNet, SMSTest, SoftMed, Citrix Desktop, Active Directory, Unipacs, VNC, NeoData, Cliq, Medimizer, Maintimizer, 3M Coding Software, Mysis, QS1 Pharmacy Software, Numara Track-It Software, Respond, and People Soft, McKesson Interqual CareEnhance Software


Obtain industry certifications to solidify my knowledge and experience as a service desk manager (Currently Studying for ITIL)

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