Customer Service It Support

Christophor Thompson

************@******.** • 918-***-****

Education

East Central University, Ada, OK

Master of Education, Educational Technology December 2007

GPA 3.75

• Dean’s List Academic Achievement Award

• Educational Portfolio

• Capstone Project: Microsoft Photo Story of my Life in Pictures

East Central University, Ada, OK

Bachelor of Arts, History July 2001

Technical Skills

• Active Directory • Desktop Support • ServiceNow• Windows 7,10 &11

• SCCM • Cloud Computing • MS Azure • Windows Server 2016,2019

• CompTIA A+ • Mac OS and I-Device installation and support • MDM software for managing phones and tablets • Motorola Radio Programming of Radios • Bomgar and other remote-control software • Working on CompTIA Network + Cert • Network Protocols • Excellent Communication and Customer Service Skills

Professional Experience

Newave Solutions May 15, 2023 -- Present

System Engineer

IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware

Design, Implementations, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, Microsoft 365 etc.

Engineer and implement system solutions for customers using technologies that meet their needs

Support of disaster recovery solutions

Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Basic remote access solution implementations and support: VPN, Termina Services, and Citrix

Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets in ConnectWise

System documentation maintenance and review in ConnectWise

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

HCLTech, formerly HCL America Tulsa, OK

IT Specialist September 2022 – May 12, 2023

• Supported users’ IT needs from the ServiceNow tickets they submitted

• Improved the performance of the IT Support the users received

• Reduced number of tickets by 20% through efficient Troubleshooting

• Provide “Smart hands” for different projects as needed

• Performed Weekly Site Visits at locations making sure tickets were handled while there, maintained the printers and smart locker for after-hour/emergency use

• Maintained the IT inventory in AMDB of ServiceNow and processed the E-Waste items when needed

Lancesoft Staffing Services WFH position

Sr. IS Technician for CVS Health June 2022-July 2022

• Took live trouble-shooting calls daily and provided outstanding customer service/support with a commitment to 1st call resolution

• Documented problems accurately and succinctly in the appropriate support tools provided

Oaktree Staffing Services Tulsa, OK

Desktop Technician II for Williams April 2022 – June 2022

Field Service Engineer for OneOK September 2021 – December 2021

• Provided support to users as needed with the new laptop or software/hardware issues

• Trained end users in Windows 10 using proven communication skills

(In hospital due to Covid) November 2021 – February 2022

Georgia-Pacific Muskogee, OK

Technical Support Analyst July 2015 – July 2020

• Active Directory (AD) maintenance creating user profiles, resetting pw’s, moving items/users to different OU’s as needed

• Hardware/Software installs and replacements using SCCM 2012

• Toned/traced network cables from jack to patch panel when connections needed to be installed and put on cable ends

• Setup DHCP reservation for devices for network connectivity

Stefanini Muskogee, OK

Deskside Technician II September 2013 – June 2015

• Supplied onsite IT support for all IT related issues in Windows Server 2003/2008, Windows XP, 7 environments (printer, software & hardware, add/remove users, and pw updates in Active Directory)

• Changed Backup tape daily/ordering Backup tapes weekly

• Supplied IT education/training as needed on different IT projects/tasks

Certifications

• CompTIA A+ 2010

• Currently working on CompTIA Network +

Contact this candidate