Customer Service Tier 1

THOMAS ROUSEY

Reynoldsburg, OH *************@*****.*** 614-***-****

PROFESSIONAL SUMMARY

IT professional with multiple strengths in organization, communication, and customer service skills. Highly

motivated and productive in team environments as well as independently. Employing strong leadership

techniques to generate an accomplishment-driven workplace, resulting in employee loyalty, corporate success,

and customer satisfaction.

TECHNICAL SKILLS AND TRAINING

Systems: Windows 7/8/10/11, Mac OS X, iOS, DNS and DHCP, Network, Physical and Logical Security, Network

Standards and Protocols, IPS/IDS Intrusion Prevention System, and Intrusion Detection System

Hardware: Disassemble and reassemble desktop PCs, RAM, hard drives, motherboard, network

interface cards and processors

Software: Microsoft firewalls, Adobe Acrobat XI Professional, identify types of malwares, scripting with

Visual Basic, classless IP addressing

Installation and configuration of computer hardware, software, systems, networks, printers and scanners

Ability to stick to deadlines, prioritize and display problem-solving skills

Virus and malware mitigation, cleaning infested computers and implementation of encryption

Cloud Platform Support to include Microsoft Intuning, Azure, Office 365 and Google Cloud

Applications, scripting, onboarding, offboarding,Active Directory

EDUCATION

My Computer Career (Columbus, OH) March 2020 – January 2021

Information Technology Security Administrator (ITSA) Certification Program

Relevant coursework:

Computer and Security Essentials, Operating Systems, Security, Networking, Server Network & Security

PROFESSIONAL EXPERIENCE

DevCare Solutions (for Lower LLC), Columbus, OH December 2023 April 2024

IT Service Desk Tier 1

• Diagnosed, researched and resolved Tier 1 technical hardware and software issues

• Effectively advised and assisted customers on appropriate actions

• Provided accurate information on IT products and services

• Directed unresolved issues to the next level of support personnel

• Identified and escalated situations requiring urgent attention

• Maintained the highest possible level of customer service

• Worked with vendors and internal stakeholders to ensure accurate, effective training content

• Assisted with Onboarding and Offboarding of users

• Performed other duties as assigned

Lorien Staffing and Recruiting (Columbus, OH) October 2023 – November 2023

Infrastructure Delivery Install Technician

• Installed and troubleshooted structured cabling, managed infrastructure inventory levels, installed physical installation of network and server racks and/or devices and management of data center services vendors

• Worked in a dynamic environment to drive the stability and sustainability of our next-generation networks and assisted in the development of innovative ways to automate and scale the network

• Launched cutting edge server technologies and solved diverse networking impairments

• Partnered with cable vendors to install, inspect and troubleshoot cabling

• Installation and maintenance of copper and fiber cable infrastructure

• Installed, tested and troubleshooted fiber optic and copper cabling, including patch panels and patch cords

• Ensured that the Data Center and vendor installations comply with all installation practices

• Reported current status via ticketing system, status reports, email and Slack chat

• Managed work and priorities through ticketing system and workflows to complete customer requests and projects

• Maintained accurate records and documented problems and processes to successfully draft and execute changes within data centers

• Exhibited quality workmanship on all work and maintained site cleanliness

• Worked with a partner to move integrated enterprise equipment from loading docks into planned positions

• Managed, checked and coordinated all materials to be delivered to site daily

• Carried cell phone for communication, information, and emergencies

Smart Source Inc. IT Technical Staffing (Columbus, OH) December 2022 – January 2023

Desktop Support

• Logistical items to include boxing up equipment, asset tagging and minor troubleshooting

• Performed hardware troubleshooting and repair

• Ticket management and queue management

• Performed some delivery and install of computer hardware

UCS Logistics (Grove City, OH) September2021 -October 2022

Desktop Support

• Assisted in the process of formatting computers before releasing to users

• Troubleshooted system failures or bugs, provided solutions to restore functionality and followed an

automated process to deploy and image software

• Effectively captured all software and data on a correctly configured machine; replicated it on another

computer

Ohio Hospital Psychiatry (Columbus, OH) July 2017 – September 2021

Maintenance Assistant

Efficiently completed the paperwork to meet the request orders

Assisted in renovation and construction services for branch office

Responsible for building maintenance and maintaining electric work orders

Friendship Village (Dublin, OH) January 2018 – July 2018

Maintenance Technician

Developed procedures and directed material use for swift completion of installations and repairs

Assisted management in providing instructional training to co-workers and new employees

Provided general building maintenance repairs: carpentry, electrical, plumbing and painting

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