ELEON THOMAS

Houston, TX *****

adyus3@r.postjobfree.com / 281-***-****

SUMMARY

Dedicated individual that is committed to nurturing of a lifelong passion for Computer Technology that will enhance my skills and my technical acumen to be an asset to the company. Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of Support operations and resilient nature focused on finding root causes and making permanent improvements. Offering 18+ years of experience working in high-pressure environments to address customer concerns and questions.

SKILLS

Office 2010, 2013, 2016,365

Mobile Devices-Apple, Android

Peripherals Maintenance

Verbal and Written Communication

Multitasking and Prioritization

Teamwork and Collaboration

Active Directory

Microsoft Lync/ Skype for Business/ Teams

Lotus Notes

Windows XP, 2000, 7, 10

Microsoft Exchange Server 2007, 2010

AirWatch, Good Mobile, Okta Verify

VMWare

EXPERIENCE

PC SUPPORT ANALYST I & II / GULF COAST REGIONAL BLOOD CENTER 10/2018 - Current

Provide full support for the Organizational Help Desk and 811 phone lines.

Provide first-level, problem solving support on all PC's and associated peripherals in a timely manner.

Provide full support of Donor ID Application and related kits used by Donor Collections – Mobiles.

Ensure organizational software licensing compliance.

Maintain organization's IT assets inventory.

Provide primary support for MS Accounts, including creation of new accounts and ongoing administration.

Install and support PC software and hardware, including peripherals.

Educate PC users on the Local Area Network (LAN) and all software and hardware supported by the MIS Department.

Develop and maintain application specific software for users.

Ensure good inter/intra departmental customer relations.

Install and support PC software and hardware.

Repair broken hardware and assist the user in restoring damaged or lost software.

IT Client Support Analyst / Weatherford 01/2014 - 07/2018

Responsible for providing helpdesk first level support for Employees with password resets, and application support thru telephone, and online ticket system

Responsible for assisting employees with setting up their mobile devices thru AirWatch

Responsible for assigning tickets in the queues to other Analysts

Familiar with working with the ticketing system Remedyforce.

Received about 25-30 calls a day

My ticket resolution success was 76%.

Groupware Technology Support Analyst / EleonJPMorgan Chase 08/2006 - 06/2013

Supported clients with troubleshooting Microsoft Outlook and Lotus Notes issues

Responsible for assisting clients with Blackberry issues, and Blackberry Enterprise Server account issues

Supported clients who needed assistance with resetting their Active Directory passwords

Responsible for creating accounts for Good Mobile Application for clients with smartphones

Responsible for managing incoming tickets that were assigned to the group

Completed service request by adding memberships to specific users' active directory account

Responsible for closing at least 20 tickets per day.

Helpdesk Technician / US Interactive 10/2004 - 08/2006

Provided over the phone IT support for students taking defensive driving online

Responsible for setting up training rooms with projectors and equipment.

Desktop Support Specialist / First Capital Bank 02/2002 - 09/2004

Responsible for maintaining Pc's in all 5 Houston area Branches

Performed OS installs

Installed and performed troubleshooting on hardware Printers

Provided Local Desktop Support to bank employees in the Houston Branches.

EDUCATION AND TRAINING

Associates Degree: Computer Networking and Systems Administration 12/2000

Texas State Technical College - Waco, TX

High School Diploma 05/1997

Eisenhower Sr. High School - Houston, TX

Contact this candidate