IT Coordinator/Manager

ELVIN JAMES THOMAS

***** ***** **. ·Bowie, MD ***16 ·Phone 240-***-**** ·***************@*****.***

TECHNICAL EXPERTISE

Computer Software and Desktop Applications: Azure Active Directory, Microsoft (MS) Office Suite, MS Windows, Microsoft Teams, Skype, Zoom, WebEx, Quick Assist, Box, One Drive, DropBox, Google Mail, Microsoft Outlook, Lotus Notes (5, 6, 7, 8, 8.5.2), Adobe Acrobat, Microsoft Edge, Google Chrome, Firefox, Safari, FreshService Ticket System, Remedy Ticket System, Druva InSync, Eset Antivirus, McAfee Antivirus, Xtraction Reporting system

Computer Hardware/Peripherals: RSA SecurID tokens; Dell, Lenovo, Gateway, and NCS PCs; Dell, Gateway, Lenovo, NCS, Sony, and Toshiba laptops; Brother, Canon, HP, Xerox, Rico, and Savon printers; Infocus, Kodak, and Sanyo projectors; Canon and HP scanners; Cisco VoIP phones, iPhones

Knowledge Management Tools: RightAnswers Knowledgebase (Support Analyst, Solution Manager, and Portal Admin portals)

CERTIFICATIONS

Box Certified Professional – original: December 2015; re-certified May 2019

RightAnswers Knowledge Management Certification – July 2011

Microsoft Office Master Certification – December 2005

STI Knowledge Certified Help Desk Professional – July 2004

EDUCATION

Bowie State University, Bowie, Maryland

Bachelor of Science, Computer Science - August 2001

EMPLOYMENT

Relief International June 2014 – present Washington, DC

GSO IT Coordinator June 2018 to present

Serves as lead IT trainer to RI staff for various applications including Zoom, Microsoft Teams, & Box

Maintains Equipment Database that manages IT assets (laptops, monitors, etc.)

Keeps track of and helps find/negotiate vendor agreements for internet, phones, printers, and laptops

All of the IT Support Officer duties

IT Support Officer June 2014 to June 2018

Troubleshoots desktops, laptops, printers, switches, routers, and VoIP phones in house and remotely

Creates new computer login and email accounts

Tests and evaluates new technology

Plans and assists in implementing scheduled maintenance updates

Manages inventory for computer and phone equipment

Regularly deals with third-party vendors and service providers

Monitors current trends and future technology options in the industry

Assists in special projects and initiatives as needed

World Bank March 2004 – May 2015 Washington, DC

Knowledgebase Manager/Service Line Lead March 2010 to May 2015

Oversees a Knowledge Management Program that includes 1) using and maintaining Knowledge articles and a Knowledgebase, 2) coordinating and tracking employee training, and 3) creating career development plans for team members

Train agents and clients how to use the “Right Answers” Knowledgebase

Creates weekly and monthly reports on Knowledgebase usage and trends

Serves as a trainer and coordinator for “Virtual Brown Bag” sessions, online training opportunities provided to users on various Lotus Notes topics

Review the proposed knowledgebase FAQ mail database regularly and assign them to the knowledge engineers for creation; create FAQ as needed

Review submitted FAQs from other “Knowledge Engineers” for quality, consistency, and accuracy

Document all processes of the knowledge management team; provide regular updates to team

Serves as lead for the Lotus Notes team

Assists with creating weekly, monthly, and quarterly reports on Lotus Notes calls and tickets

Site Supervisor/Operators Team Lead February 2007 to March 2010

Assisted in the transition to a “Managed Service Desk” from February – March 2010

Monitor the daily attendance and general performance of the agents and analysts

Oversee the overall morale and motivation of the agents, and propose and organize events, contests, etc.

Compile and prepare periodic status, performance, and trend reports for Bank review

Contribute solutions to the Bank’s online knowledgebase

Develop and present technical presentations to agents, analysts, and Bank staff

Serve as the team lead for the operators team: a team of four that handles over 450 calls per day from internal and external clients and provides various pieces of non-technical information

Perform all duties of a help desk senior analyst (see below)

Help Desk Senior Analyst March 2006 to February 2007

Responded to live call referrals from analysts and provided technical support to analysts

Diagnosed complex technical issues and involved appropriate resources to speed problem resolution

Assisted in handling calls from unhappy and/or “difficult” clients

Contributed solutions to the Bank’s online knowledgebase

Performed all duties of a help desk analyst

Help Desk Analyst December 2004 to March 2006

Served as a Lotus Notes Administrator; provided initial Notes passwords, cleared password digests, checked client’s mail databases, and performed other necessary Notes troubleshooting

Served as a “deskside coach” providing one-hour, one-on-one training at the user’s desk on various Notes topics

Presented for the “IT Learning Series,” a one-hour group session covering a specific Notes topic

Provided technical assistance to other help desk agents on the desk

Increased personal knowledge of Bank business and technical environment with the goal of increasing first-call resolution rates

Performed all duties of a help desk agent (see below)

Help Desk Agent March 2004 to December 2004

Provided first tier help desk support to all Bank staff and their representatives for Lotus Notes, Microsoft Office, Bank intranet, the Internet, and other applications

Logged all incoming problems and requests in the Remedy case tracking system and took actions to resolve as many tickets as possible

Attempted to troubleshoot and resolve problems and satisfy requests

Correctly referred unresolved problems to higher level support work groups

Provided follow-up status to Bank end-users in accordance with specified support policies and procedures

Ensured closed problems were adequately documented

Gained personal knowledge of Bank business and technical environment and used this knowledge to increase first-call resolution rate

Improved knowledge of, and ability to operate, all Bank support tools and technologies including Eservices (case request system) and GetSys (remote control software)

US. Department of Labor, Occupational Safety & Health Administration (OSHA) Washington, D.C.

Computer Specialist June 1999 to December 2003

Provided day-to-day user support to approximately 500 staff in the National Office and phone support to an additional 2000 staff in the field offices for PCs with various operating systems including Windows 95, 98, 2000, and XP

Provided onsite and phone user support and troubleshooting for software components such as Microsoft Office (97, 2000, and XP), Corel WordPerfect (6.1, 7, and 8), Adobe Acrobat, and Citrix User Manager

Entered and tracked trouble tickets in the Help Desk tracking system (Top of Mind)

Researched and tested various software and hardware

Provided one-on-one training on various office automation tools, hardware devices, and applications used in support of OSHA’s mission

Bonneville Power Administration Vancouver, WA

Client Support Intern Summer 1998

Assisted the client support team with completing a PC replenishment project by setting up PCs with the required software components, distributing PCs to users, and installing and testing PCs upon distribution

Installed various software applications (MS Office, Adobe Acrobat, etc.) components

RECOGNITION/ACTIVITIES

Minister of Music, Refuge Baptist Assembly, 2006-present

Help Desk Institute (HDI) Capital Area Local Chapter Analyst of the Year Nominee, 2005

OSHA Certificate of Accomplishment, PC Replenishment, July 2003

OSHA Certification of Appreciation, Systems Administration Training Conference, August 2002

OSHA Certificate of Appreciation: “2001 Core Upgrade Group Award” PC Replenishment, 2001

Bowie State University Honors Program, Member, 1997-2001

Institutional Academic Scholarship, 1997-2001

Maryland Senatorial Scholarship, 1997-2001

Medal of Honor Recipient, New Samaritan Baptist Church, October 1998

Member of Association for Computing Machinery (ACM), 1998-2008

Bowie State University Model Institute of Excellence Program, 1997-1999

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