Thayer ‘Todd’ Green

PROFESSIONAL SUMMARY:

Helpdesk/Operations Technician with a proven ability to work well above the assigned role, independently as well as within a team environment

Windows and Pac hardware and software support

12 Plus Experienced Exchange Support with specialty with Mobility Support (Smart Phones) with AirWatch\Mobile Iron and BES.

Trusted to work with Vendors through the full cycle of projects, including procurement. Trusted with sensitive data and information, specifically with Human Resources matters and Finance Budget data

History of providing 24x7 support, even when it is not an expected responsibility; known to answer the phone and return calls

A worker who clearly understand how support affects the company’s bottom line and how support help to keeping staff productive

Displays patience when staff become frustrated, reassuring that a solution will be found. 12 years of Hospitality/Travel Business experience with the Atlantis Resorts / One and Only brands. History of ‘hitting the ground running’ when starting a new position

Success leading groups and working alone while supporting a medium to large group

Bluelinx Corporation, Senior IT Support Engineer

12/5/2022 – 5/4/2023

Maintains individual performance that meets established SLAs and OLAs on average.

Assists with Tier 1 and Tier 2 level support in resolving escalated tickets and applies established documentation and troubleshooting to tickets to resolve. Assists with Tier 2 level support in root-cause analyses.

Recommends opportunities to prevent future issues. Performs root-cause analysis of new or un-documented issues.

Escalates more complex issues or tickets after thoroughly following the standard operating procedures using their knowledge base.

Suggest opportunities for eliminating repetitive or labor-intensive tasks through automation and scripting.

Updates documentation and procedures to capture new troubleshooting steps or fixes.

• Manages assets, computer images, deploys computers, maintains computer “golden” images with new software or updates.

• May on-boards and off-board employees.

• Engages other technical teams to assist in resolving new issues. Pro-actively engages with other technical teams to work on communication with users to improve user experience.

• Develops production support plans and documentation for new projects.

• Performs preventative maintenance tasks to ensure overall system health • Utilizes reporting to ensure compliance with software and operating system updates.

TEKsystems Staffing, Project Resource - Team Lead (Temporary Engagement)

Resource for a Major Metro Atlanta Hospital

07/2022 – 11/10/2022

Short Term project to assist with an ID Badge Reader device, allow staff member to login without their password

Install Badge Reader Device, Install Software and document required details of the workstation, location for inventory

CNP Technologies, Charlotte, NC working in Atlanta, GA

06/07/2021 – 05/2022

Network Engineer

MSP Outsource resource to an extension of Atlanta’s primary hospital

Provide every facet of Information Technology Support

White-Glove support for Executive Staff

MDM Management – iOS Devices

Desktop Management

Application Support

Multimedia Support

Network Management and Support

24x7 On-Call Support

Microsoft Server, Office 365/Exchange, Windows 10& 11

Network Security and Firewall Technologies

System Backups

Hay’s Recruiting at Mercedes-Benz USA, Sandy Springs, Ga 07/2020 – 05/2021

IT Support Engineer II (Contract to Perm)

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

Documents, maintains, upgrades or replaces hardware and software systems.

Active Directory Support w/Office 365, Mobile-Iron, managing Smart Devices

Support EndPoint’s including Supporting both Windows and Mac systems

Supports and maintains user account information including rights, security and systems groups.

Install, upgrade, support and troubleshoot Windows 7/10 and Microsoft Office, Apple, Mac, iPhones, iPads, and any other authorized desktop applications

Install, upgrade, support and troubleshoot printers, computer hardware and any other authorized peripheral equipment

Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment, etc.

Performs work in compliance within specified warranty requirements

Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels

Responsible for monitoring, operating, managing, troubleshooting and restoring to service any personal computers (PC), notebooks or any other equipment that has authorized access to the network.

Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support team

Provide user data and application recovery and use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software

Works with vendor support contacts to resolve technical issues within the desktop environment

Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

Routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and providing reports as needed.

Provide training end users on how to operate the equipment as requested

Buchanan Technology 03/2020 – 4/2020

IT Support Engineer (Contract)

Contractor at Alcon Technologies, Johns Creek, Ga.

Temporary project to assist with the Windows 10 ‘Rebranding’ (imaging and support) of Windows Endpoints due to a separation of the company.

Imaging and post imaging support and all issues related with the imaging process,

Synergy America, Duluth, GA 03/2019 – 01/2020

Service Desk - Team Lead (Contract)

Short Term project to assist with the workstation Windows 10 imaging process as well as Desktop support when required

Supported Apple devices (PC’s and Mobile Devices)

Team Lead for the Service Desk Contractors

Sole Support Tech for the Corporate Staff of approximately 80 staff members

Manage Tickets via ServiceNow

Worked as a resource to Engineers for the Exchange to O365 migration

Working with Linux based software

SourceOne Corp, Atlanta, GA 08/2018 – 11/2018

Systems Engineer

Sole tech supporting 300+ users and growing

Responsible for server(s), desktops, peripherals and network for local and remote users

Essential Duties and Responsibilities:

o Provided support for local and remote user problems related to hardware, software and connectivity issues

o Managed all aspects Office 365; account levels, contract and billing, troubleshooting, etc.

o Diagnosed and repaired reported problems, which includes documentation of all pertinent end user information and nature of problem or issue

o Maintained detailed and accurate logs and resolution

o Tested fixes to ensure problems have been resolved

o Documented resolutions and analyze trends for ways to prevent future occurrences

o Answering inquiries relating to IT policies and procedures

o Assisted with internal physical moves, PC, telephone etc.

o Installation and approve operational quality of system equipment to include software, hardware devices and network connectivity

o Created and maintained training documents, Instruct and train users on the proper operation, use and maintenance of the system

o Served as sole company liaison relative to all computer and networking support issues

o Performed installation functions, such CAT5e and CAT6 cable termination and runs. Installation of switches, routers and Access Points

o Network configuration and support for Infrastructure (VPN, VLAN, WAN/LAN/WLAN)

ATOS onsite Services at Norfolk Southern, Atlanta, GA 03/2018 – 08/2018

Technician III (Contract)

Addressed user tickets regarding hardware, software and networking

Supported Disaster Recovery Data Center

Walked customers through installing applications and computer peripherals

Asked targeted questions to diagnose problems

Guided users with simple, step-by-step instructions

Conducted remote troubleshooting

Customized desktop applications to meet user needs

Recorded technical issues and solutions in logs

Directed unresolved issues to the next level of support personnel

Followed up with clients to ensure their systems are functional

Reported customer feedback and potential product requests

Helped create technical documentation and manuals

On Call Support

First Data, Atlanta, GA 01/2017 – 12/2017

Symantec DLP Engineer II

Responsible for DLP Agent deployment, Upgrades and troubleshooting

Remediated DLP incidents and perform analysis of activity

Aided in policy tuning and provide relevant feedback to engineering

Performed reporting activities

Discovered patterns or trends of user activity

Provided feedback and issue tracking for reporting tools

Collaborated with Symantec support team on complex and problematic issues

FISERV, Alpharetta, GA 02/2013 – 01/2017

Systems Engineer (11/2015 – 01/2017)

Contributor for the Corporate Systems Platform Engineering team responsible for end-to-end delivery of corporate solutions to internal customers

Provided Technical leadership for project-based assignments

Worked with cross-functional project teams to design and implement highly available solutions using Microsoft and other technologies

Provided technical documentation to project and Operations teams as part of project deliverables

Office 365 Testing, Support and Migrations

AirWatch MDM – Ver. 8.4.7: Supported 10,000 plus user environment, including Add, Moves changes in addition, app deployment, and management of organization groups

o Devices supported: iPhone/iPad, Android and Windows mobile devices

o Created setup documentation and self-service support documentation

o Served as user escalation support contact for MDM Support Technicians

o Collaborated with AirWatch\VMWare Engineers to troubleshoot complex and problematic support issues.

o Worked closely with Mobile Phone vendors (ATT/Verizon) on mobile service issues

o Resource for AirWatch System upgrades

Designated for ‘White Glove’ Support for C-Level Executives for AirWatch MDM issues

Post Move Analyst – Team Lead (08/2015 – 10/2015)

Supervised and mentored staff of 11 technicians who provide concierge service for client’s staff upon arrive to the new office location

Acted as escalation point-of-contact for problem issues; some specific area of support includes Windows and Mac support, printer, mobility, telephony support as well as network connectivity support. The concierge team supports all issues as it relates to the office move. Backup Support for AirWatch MDM supporting Apple iOS devices

Designated for ‘White Glove’ Support for C-Level Executives for AirWatch MDM issues

Messaging and Mobility Specialist (02/2013 – 03/2015)

Provided support for Messaging and Mobility Services in the Microsoft Exchange, BlackBerry and iOS area servicing internal associates and Sr. Executive staff using MAC Notebooks running Lion OS and iOS devices managed by the AirWatch MDM solution

AirWatch MDM – Ver. 7.x.x – Ver. 8.x.x: Supported 10,000 plus user environment, including Add, Moves changes in addition, app deployment, and management of organization groups

o Devices supported iPhone/iPad, Android and Windows mobile devices

o Created setup documentation and self-service support documentation

o Served as user escalation support contact for MDM Support Technicians

o Collaborated with AirWatch\VMWare Engineers to troubleshoot complex and problematic support issues

o Worked closely with Mobile Phone vendors (ATT/Verizon/Apple) on mobile service issues

o Resource for AirWatch System upgrades for the version 7 to 8 upgrade

Designated for ‘White Glove’ Support for C-Level Executives for AirWatch MDM issues

Apple Mobile device, MAC Notebook Senior Management and VIP Support also MS Office for MAC

Worked with a team to bring the exchange environment to Exchange 2010 from a mix of exchange 2003\2007 for an eventually upgrade to Exchange 2013, ensure that all mail data, including Personal Folder files were transitioned to the Outlook client and available for use. Personal Folder File (PST) SME.

Running a mix of OCS and Lync 2010 and setting up BES 10 in a non-production environment for transition from previous BES.

Supported mobile device solutions McAfee and AirWatch to manage iPhones

Supported Exchange and Active Directory environment with moves, adds and changes in addition to being the escalation point for junior technicians

Developed and maintained support documentation

Team Escalation Contact

EDUCATION:

Morris Brown College, Atlanta, GA Major: Psychology

Minor: Recreation

CERTIFICATIONS:

ITSM ACADEMY, INC., Fort Lauderdale, FL Certification: ITIL® Foundation v3

Coleman Technology, Fort Lauderdale, FL CCNA Boot camp, June 2008

Courses:

Symantec DLP Admin 15.x

Introduction to Linux

Introduction to Installing and Managing Microsoft Exchange Server 2007

Managing Messaging Security Using Microsoft Exchange Server 2007

Recovering Messaging Servers and Databases Using Microsoft Exchange 2007

Managing a Microsoft Windows Server 2003 Environment

Maintaining a Microsoft Windows Server 2003 Environment

Installing, Configuring and Administering Microsoft Window XP Professional

Windows 2000 Network and Operating System Essentials

Implementing Microsoft Windows 2000 Professional and Server

Installing, Configuring and Administering Microsoft Windows 2000 Server

Managing a Microsoft Windows 2000 Network Environment

Microsoft Word, Excel, PowerPoint, Outlook, Access Basic and Intermediate Training

NetBackup 6.x for Windows Administration

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