Al-Jamil Thomas

adxwzn@r.postjobfree.com

973-***-****

SKILLS:

Over 15+ Years of experience on LAN, WAN TCP/IP, DNS, DHCP, VPN, Wi-Fi and troubleshooting network configurations. Various routing protocols, Cabling standards, IP Addressing, Also an Understanding of the TCP IP Stack, RSA Tokens, Firewalls, and Multi-factor security, Active Directory, Group Policy, Security and Permissions.

Expertise in Cisco Meraki, Networking, Deployment, Cisco switches, Access Points, Troubleshooting, Router

Troubleshooting Point of Sale hardware and software, Ability to test, plan, document, standardize, deploy POS infrastructure and supporting systems, and communicate with business unit(s).

Proficient in Service Now, BMC Remedy Force, JAMF, Track IT, Change Gear, Heat, Spice Works, Footprints, and Integrated Proprietary ticketing systems.

Providing technical support and training for ERP system end-users. Preparing development progress updates and documenting ERP systems processes. Salesforce, SAP Business, PeopleSoft, Workday, Epicur

Workstation deployment and tear down, with asset/ inventory control management using various systems

Strong Extensive experience in customer service, with help desk\call center and technical environment.

Experience with Active Directory Components (AD Users and Computers, DNS, DHCP and WINS etc.)

Strong hands-on service desk providing moderate to very busy support usually between 40-60 calls a day.

White Glove Support Experience

Understanding of AV and Communication software for business collaboration. Zoom, Teams, Cisco Jabber, Webex, Slack, etc.

Ability to Work with a Translator when troubleshooting issues.

MDM such as JAMF and multi factor security management such OKTA.

Provided maintenance and user support for numerous devices and operating systems including Windows 7/10 (15 years experience), MAC (9 years experience), and Linux Microsoft Office iPhone/iPad/Android/Blackberry, also VDI Environment

EXPERIENCE

IT Support

Marsh McLennan October 2021 – May 2023

Laptop deployment for employees coming back to work, and upgrading equipment. Networking desktop and laptop computers using IP stack, Configure Local and Networks printer (HP Jet Direct), Mobile Devices.

I was customer-facing and tasked with a variety of complex problems that require deep and detailed investigation and problem-solving involved in the Cisco Meraki Dashboard as well other in house tools and CRM

Collaborate with the Network Support team to address any case that escapes your area of expertise

Resolving technical issues concerning customer's accounts or company software infrastructure.

Provide Level 2 Technical Help Desk Support, Hardware/Software troubleshooting and issue Resolution for remote pharmaceutical field Salesforce.

Provided installation and upgrading services of hardware and software, diagnosing end-user system Failures and implementing repair solutions, diagnosing printer and other peripheral device failures, And implementing repair solutions.

Support Laptop, Smartphone and iPad/Tablet configuration; Hands-on repairs while taking support Calls.

Desktop support/Network wiring MDF and IDF

Satec August 2021 – October 2021

Oversee and maintain their computer hardware and software systems.

Desktop support and laptop deployment

Shutterstock May 2021 - July 2021

Assist users With Conference room Configurations and troubleshooting.

Provided customer assistance and support pertaining to database system queries and complaints.

IT Help Desk Technician Bank of America December 2020-May 2021

Serve as the first point of contact for customers seeking technical assistance over the phone or Email.

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers in a BYOD/VDI Environment.

Walk the customer through the problem-solving process.

Direct unresolved issues to the next level of support personnel.

Provide accurate information on IT products or services.

Record events and problems and their resolution in logs.

Follow-up and update customer status and information.

Pass on any feedback or suggestions by customers to the appropriate internal team.

Identify and suggest possible improvements on procedures.

Helpdesk/Desktop/ Network Support

Barrister Global Services Network Hammond, LA Sept Sep 2020-Dec 2020

This is a proprietary online ticketing based web tool called CustWA (Customer Web Access) that Provides real-time service request from the company’s clients.

Posse’s Comprehensive understanding of the general/technical aspects of the assignment.

Need to quickly adapt my knowledge to the current IT environment and be able to enhance the Current systems in place.

Need to apply extensive knowledge of my job skills, along with the company’s policies and Procedures to complete specialized assignments requested by the client in creative and effective Ways.

Complete task with minimal supervision and assignments adhering to established procedures

Communicate with technical and non-technical personnel effectively.

Helpdesk/Desktop/ Network Support

Realogy LLC Madison, NJ Oct 2018-Sep 2020

Provided maintenance and user support for numerous devices and operating systems including Windows 7/10, MAC, and Linux Ubuntu, Microsoft Office iPhone/iPad/Android/Blackberry. This is a Hybrid BYOD Environment.

Assisted and supported around 2500+ employees with any technical issues.

Reset Passwords and change user permissions in Active Directory

Review problem tickets and respond to user within established standards; resolve open tickets in a Timely and professional manner.

Developed an internal knowledge-base for internal employees of several new hardware and Software products for self-troubleshooting, providing instructions and images when necessary Remotely.

Assist users With Conference room Configurations and troubleshooting.

Provided customer assistance and support pertaining to database system queries and complaints.

Provide a positive customer service experience able to provide empathy rather than sympathy.

Help Desk & Desktop Support

Rutgers/Robert Wood Johnson, New Brunswick, NJ Nov 2017-October 2018

Responsible for initial technical support requests pertaining to desktop software and hardware Issues.

Answers end-user questions or researches and responds to the question within an appropriate time Chose by the Computer Operations Assistant Manager.

Delivering technical and/or analytical support to administrative, research, clinical and administrative Missions within a biomedical, academic environment.

Configuring\troubleshooting and managing: Windows, Macintosh, and UNIX (both desktop, laptops And tablets).

Assistance with personal Home Networking to enable the ability to remote into office computer Using.

Networking desktop and laptops computers using IP stack, Configure Local and Networks printer (HP Jet Direct), Mobile Devices.

Experience with a Microsoft domain infrastructure, configuring laptops and Mobile devices for Wireless networks, email (MS Outlook, GroupWise, Eudora and Netscape and collaboration tools.

Deploying Company based Applications via SCCM.

Office 365 experience.

Help Desk & Desktop

Support InVentiv Health, Somerset, NJ December 2015-October 2017

Provide Level 2 Technical Help Desk Support, Hardware/Software troubleshooting and issue Resolution for remote pharmaceutical field Salesforce.

Support Laptop, Smartphone and iPads/Tablet configuration; Hands-on repairs while taking support Calls.

Logging Help Desk calls immediately and accurately

Strong experience Supporting Veeva

Strong experience Supporting Skype for Business

CoMET supporting Veeva eTMF & Submissions

Responsible for opening, managing and closing tickets upon resolution

Recording changes to inventory (condition, assignment changes, locations)

Facilitating warranty repairs/replacements

Supporting 5,000 end users on different hardware and software

Estimated 60 calls managed per shift

Video Conferencing and Training, Skype for Business

Laptop troubleshooting and repair.

Migrate user to VOIP; help them get accommodated with the new hardware and software (training).

POS Systems Analyst,

Barneys July 2014-December 2015

Provide Day to day technical maintenance and support for all retail store locations

Writing, optimizing, and troubleshooting SQL queries and procedures creating and maintaining Crystal reports (SQL) technical issue for Internet and Phone.

Had to have Knowledge of network environment and methodologies (LAN, WAN, Routing protocols, switching, & wiring standards)

Followed protocol for incident resolution to find root cause to define, analyze and prevent future Incidences.

Working knowledge of mobile POS devices such as apple devices and their OS

Working Knowledge of POS software such as Micros-Retail Tradewind, Xstore or equivalent

Responsible for opening, managing and closing tickets upon resolution

Recording changes to inventory (condition, assignment changes, location.

Help Desk IT Support

New Jersey Economic Authority, Trenton, NJ June 2012 – July 2014

Provided installation and upgrading services of hardware and software, diagnosing end user system Failures and implementing repair solutions, diagnosed printer and other peripheral device failures And implementing repair solutions.

Troubleshooting network devices in order to ensure connectivity from the PC to the network in

House and remotely.

Setup and troubleshoot audio/video equipment such as projectors and video conference

Equipment.

Responsible for changing tape backups.

Basic Administration of Salesforce CRM.

Help Desk IT Support

Titanium Industries, Rockaway NJ Dec 2010 – April 2012

Responsible for working with users via remote desktop software or in person to resolve issues; Logged all support tickets in a proprietary software system and was accountable for the life of the Trouble ticket.

This is a MS Environment where duties include troubleshooting various PDAs, Smartphone’s and IPhone, Mac OS, third party metal software (STRATIX), VPN, Soho Networking, Printers and Managing user accounts in Active Directory.

Taught myself Crystal Reports and was trusted enough to Design Crystal Reports that are used in Operation Meetings also was given the task of Creating and Managing Users in the Crystal Report Management tool.

I was also able to update a live database with new information; also helped Manage file sharing via SharePoint 2010.

Help Desk Level 1&2

Pharma net Call Center, Princeton, NJ October 2008 – October 2010

Provided 100% phone support for remote and internal users in a Windows Environment with Mac OS here and there; troubleshoot and installed Operating System, Office suite with heavy configure

Office usage, Web based software, Citrix environment, and proprietary software, Hardware include: Intel and Apple laptops\desktops, smart phones, docking stations, external storage such as Flash Drives and external HDs, Printers: both local and networked via Company Network or Remote user’s Home network, Connectivity and Skype for Business.

EDUCATION

Bachelors: 2011-2013 Network Communications Management via Cisco Academy – DeVry University, North Brunswick, NJ (CCNA).

2008-2008: CompTA+ Certification – New Horizons Computer Learning Centre, Parsippany NJ.

2002-2004: Associates Applied Science, Electronics and Computer Technology – DeVry University, North Brunswick, NJ

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