Support Desktop
Resume:
Thomas Donovan
Technical Support Supervisor/Principal Technical Support Engineer
Residence
Lawrence, MA 01843
Contact:
*********@*****.***
Cell:
#readytowork #TechSupport #VOD
Authorized to work in the US for any employer
Intro
My outlook is to leverage my 20+ years of customer support experience, project management skills, and problems solving to enhance a team mindset that increases team viability and leads to an evolving product to meet customer/company needs. Looking forward to my next opportunity. Please see additional information below. Work Experience
Technical Support Supervisor and Principal Support Engineer SeaChange INTERNATIONAL
March 2008 to Present
Current position is Supervising technical support in our Corporate Headquarters located in Waltham Ma.
• Traveled to multiple locations across the world to train 20 plus technicians in specialized products for our industry this has increased productivity by 20%
• Day to Day duties consist of working on front line support projects and interfacing with On-Site Field Support teams on pending/ongoing Upgrades and product change orders.
• Assist with high level training issues and troubleshooting tasks as well as maintaining highest level of customer satisfaction.
• Supervisory tasks I collaborate with management team to maintain weekly schedule and holiday coverage as well as addressing any Customers’ needs or issues that may arise.
• Follow though with approval and acceptance testing of new deployments and recently upgraded customers.
AFIS Support
NEC America - Acton, MA
March 2006 to April 2007
• AFIS support for Massachusetts State Police monitored Unix fingerprint systems
• Unix Storage Array’s containing Fingerprint Data base.
• Upgraded Unix System and Windows NT workstations with necessary patches
• capture devices for evidence chain collection.
• Enhanced data reconciliation for fingerprint input devices remotely and in main Database.
• Collaborated with engineering team to implement and test system for FBI(Quantico)
Internal Help Desk Support
NEC Display Solutions of America, Inc. Littleton MA Dates Employed 2003 – 2006
• Internal Help Desk Maintained local users Systems and day to day functionality.
• Worked with remote Sales Staff Supporting Home Networks and VPN connectivity.
• Maintained Backups of On-Site Servers
• Created and managed User Accounts on Windows Active Directory.
• Basic Phone System Support adding new phone lines and Creating new extensions.
• Created and Maintained SAP user accounts
Education
High school diploma
Sacred Heart High School - Weymouth Landing, MA
Skills
• Vmware (2 years)
• Sap (3 years)
• Windows (10+ years)
• JIRA (7 years)
• Desktop Support (8 years)
• Networking (4 years)
• Microsoft Office and Office 365
• Management
• Direct Support (10+ years)
• Technical Support (10+ years)
• Operating Systems
o Windows
o Linux
• Microsoft Windows Server
• TCP/IP
Assessments
Technical Support — Highly Proficient
June 2019
Applying protocols to identify errors and solutions in order to maintain system function.
Full results: https://share.indeedassessments.com/share_assignment/tiij2chefqeqvoon Basic Computer Skills: PC — Expert
March 2020
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: https://share.indeedassessments.com/ share_to_profile/7f9bfc43516c383be784bab4974bd42deed53dc074545cb7 Indeed, Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. Additional Information
At SeaChange we use proprietary software to create VOD back office integrations and customize deployment for customers. Currently I support our hardware and software as well as Cloud Based installations and local virtual environments for our customer base both in the America’s and Europe. Part of my support involves Cloud Based streaming, Content Ingest and Enhancements for Set Top Box and Mobile platforms. My group is responsible for end to end support of newly ingested assets all the way to customer facing streaming and billing reconciliation with external vendors. Because of the full range of Back Office support, we also work directly with multiple vendors on a regular basis. As team lead, I regularly assist with general questions from my peers and handle scheduling shift coverage. As part of my daily work we have very direct team interaction that allows a high level of constant cross platform training in our group.
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