Technical Support Specialist
Resume:
THOMAS (T. J.) SIMPSON
***** ********* *****, ******* ***., Michigan 48035 248-***-**** ******.*********@*****.***
SUMMARY:
Proactive, versatile, resultant & client driven professional with hands on experience in Customer Relationship Management.
Responsible for on-site and remote technical support, including troubleshooting hardware, software, mobile devices, re-imaging devices, printer set up and troubleshooting, and deployment.
Utilizes Active Directory for password reset along with user group creation and deletion.
Comfortable with Salesforce ticketing system to address tickets from thousands of end users.
EXPERIENCE:
February 2024-Present
52nd District Court Division 3 Rochester Hills, MI
IT User Support Specialist / Identity and Access Management
Onsite and remote support for the Court staff including Judges & Magistrates.
Assist the public users with Mi-File court case initiation & troubleshooting.
Creating new Officer & staff profiles
Courtroom audio/video management using Justice Audio Video Systems
Supported MS Teams & Zoom meeting platforms.
Updated Oakland County website as needed.
July 2018 – February 2024
Kelly Services (via Tata Consulting), Troy, MI
IT Executive Support/Deployment Analyst
Onsite and remote support for the executive staff including managers and C-level executives.
Receive high priority tickets for C-level executives to ensure extreme urgency.
Troubleshoot hardware and software issues in Windows 7 and Windows 10 environment.
Troubleshoot mobile devices including iOS and Android.
Troubleshoot Microsoft Office on a daily basis including Word, Excel, and PowerPoint.
Utilize Active Directory to reset passwords, add users to groups, and remove users from groups.
Audio visual set up for any local or global executive meetings including Skype/MS Teams meetings.
Assist all company partners & guests with building technology for Corporate Campus.
Responsible for Global PC Refresh – global recycling program, PC disposal, and tracking inventory using Excel to enter PCs, desktops, laptops.
Win7 to Win10 migration, reimaging PCs & new hardware deployment/redeployment
Utilize Salesforce & ServiceNow ticketing systems to receive incoming technical issues from thousands of end users
Responsible for laptop/desktop reimaging, file and data transfer, as well as software and hardware installation.
Led onboarding training for new analysts to help close learning gaps quickly.
Provide the utmost customer service to end users including executives, receiving 4.8 out of 5 ratings in customer service surveys.
Provide VMware support – adding users to GroupFlow, assigning/resetting VDIs.
THOMAS (T. J.) SIMPSON
18001 Cedarlawn Drive, Clinton Twp., Michigan 48035 248-***-**** ******.*********@*****.***
January 2017 – July 2018
Corporate Dining Concepts (via Kelly Services), Troy, MI
Chef/Caterer
Administer all Catering Needs for Kelly Services with more than 1,200 employees within 3 sites.
Monitor & Execute Daily Café Food Preparation for Two Meal Services.
January 2014 – December 2016
IBUR Biosystems, Troy, MI
Dental Technician
Client Services, Stone Model Tech, Daily Case Check-In and Invoicing, Shipping and Receiving, Manufacture and Adjust Surgical Guides on Dental Implants for Oral Surgeons.
EDUCATION:
Culinary Arts Certification, Monroe Community College, Monroe, MI
SKILLS:
Active Directory, Salesforce & ServiceNow Systems, Windows 7, Windows 10, iOS, Android, Hardware and Software Installation and Troubleshooting, Reimaging, Deployment, Asset Management, VMWare, VDI, Microsoft Office (Word, Excel, PowerPoint), PC Networking, Dell Tech Direct Certification 2019, Skype, MS Teams, OneDrive, OneNote, Outlook,
PROFESSIONAL REFERENCES
Nicole Betzler –Director of Corporate Support/IT - Revinate
******.*******@********.***
Brett Hill – Change & Release – Kelly Services – Retired
********@*******.***
Micaela Vasquez – Executive Assistant – Huron-Clinton Metroparks
************@*****.***
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