Desktop Support Office
Resume:
Scott Douglas Thompson
Sandy, UT 84094
*************@*****.***
Current Goals
To acquire a career-oriented position in quality assurance or information systems. Seeking a challenging, responsible position in a field with personal and professional growth.
Skill Sets
Twenty years' experience with level one, two, and three IT/MIS support and customer service
CompTIA A+ Certified
Technical Experience:
Windows XP, Windows 2000,
Windows Vista, Windows 7,
Windows 8, Windows 10
Microsoft Outlook / Office 2000
through Office 360/Office 2019
PC hardware installation, repair, maintenance
RSA virtual private networking
Hardware Virtualization
VMWare virtual machine (VM) environment
Adobe Photoshop
Linux
Xactware Level 1 software certification
Design-communication/advertising art training, focusing on web publishing and visual design l Hypertext Mark-up Language code and Internet publishing. Skilled in collecting information on the Internet using E-mail, Web clients, and search engines. Experienced in constructing HTML web sites incorporating forms and javascript. Developed an online interactive database for Richland College
Job History
June 2019 – December 2019
Mariner Finance: Help Desk Agent
Support for multiple proprietary finance systems and maintenance of multiple financial accounts. l
March 2014 – May 2019:
Xactware Inc: IT Support Technician
Level one phone- and chat-based support of proprietary Xactimate software suite for client end users. Supporting over 500,000 end users world-wide. In the last year, also acted as a Customer Service Representative in order to buoy that team due to high turnover. l December 2009 – September 2013:
Xerox Corporation: Technical Help desk Sr. Associate Level one and two phone-based technical support of users and computers from Walt Disney Corporation, including remote locations and VPN users. Supporting 55,000+ users nation-wide in a Windows / Office environment and providing level one account and password management support for Active Directory, SAP, and BAS- based systems. Answering approximately 55-65 calls per day.
October 2008 – December 2009:
Technisource: Contract Senior Help desk Associate
Multiple positions through Technisource contractor providing contract ID administration and support for Metlife Mortgage Firm, administration of IT help desk command center and resolution oversight of all high-severity and emergency issues for state electrical provider TXU Energy, and level one and two phone-based technical support of users and computers in a nation-wide media corporation environment for Affiliated Computer Systems (later acquired by Xerox Inc) and Walt Disney Corporation; hired on full-time after twelve months contract period.
April 2008 – August 2008:
HLP Solutions: Contract help desk support position Level one and two technical support of users and computers in a business environment including remote locations and Virtual Private Network (VPN) users as well as traditional in-house users, in a Windows/Office environment. Responsible for documenting all calls via Remedy-based interface, supporting and resolving all technical issues, and routing all other issues to the appropriate department for resolution. Supported RSA-based VPN, Citrix Metaframe, Active Directory, LDAP, Outlook / Exchange. Resolved approximately 10 level one and two calls per day.
January 2008 – April 2008:
Safety Certified: Contract graphic art design.
Design icons, images, and graphics for company website on a contract basis. Responsible for generation of graphic elements and for assuring these elements conform to company visual and color themes.
October 2006 – February 2008:
Computer Sciences Corporation (through Synova): Level One Service Desk technician. Responsible for first-level telephone technical support of desktop hardware and office applications for Textron Inc, supporting users on a Windows platform with Office 2000 and 2003. Includes RSA-based Virtual Private Network (VPN) support, Citrix Metaframe, LDAP, Active Directory. Heavy Outlook support. Answers approximately 45-60 calls per day.
August 2006 – September 2006:
New World Day School: Assisted in creating new PHP-based website for New World Day School. Built and configured test PHP server and aided in coding and page design.
July 2003 – July 2006:
City of Rowlett, Texas: IT Technician and help desk representative. Responsible for responding to help desk requests and for assigning these requests to appropriate department technician. Also responsible for desktop support levels one, two and three for all workstation issues for the city, including workstation hardware, OS, and software troubleshooting, Outlook e-mail configuration, as well as printer and peripheral configuration and troubleshooting. Supported vital public service systems such as Police Dispatch and 911 systems. Aided in administration of city web site's content control system, was responsible for all content integration and updates. Assisted network administrator in maintenance of a Sun/Windows environment. Directly supported equipment issued to the City Council. Was expected to positively represent the department to all users and citizens at all times.
Educational History
University of North Texas 1996-1997, pursued study in Multimedia Design. Strong background in visual arts
Richland College 1997-1998, specializing in multimedia authoring, A.A.T.
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