Help Desk It Project

Thomas Damron

Service Focused IT Project Implementation Specialist (SME)

Apex, NC 27539

**********@*****.***

Work Experience

Help Desk Specialist

North Carolina Central University – Durham, NC

August 2024 – Sept 2024 Redzone Resources LLC. Duties

• Re imaging of Campus computer labs and security compliance post cyber-attack.

• Configuration and testing of newly installed Smart Classroom hardware including Dell touchscreen blackboards, Extron KVM display devices, remote learning IP cameras and projectors.

• Life cycle re-imaging, inventory, configuration and replacement with asset tracking and database creation of student supported campus devices.

• Audit of surplus inventory: Fixing 30 laptops set for recycling by replacing broken hardware components, retrofitting from other devices, creating revenue streams, and making additional resources available to students.

• Development of process refinement for library help-desk Interns to create a campus wide unified workflow.

• On-call technician for faculty, multi-purpose rooms and classrooms to prevent education interruptions.

• Monitoring of on-campus computer labs and student printing services. Assisting with login errors, software downloads and account changes.

Career break - August 2023 - Aug 2024

• Travel through Europe and South America while studying IT Project management, Data Analysis, Database Management and Applications of Artificial Intelligence in Cyber-security incident response.

• Focus on network building, emerging technologies and how they impact modern society. Offshore Team Lead

HCL America - Cary, NC

March 2023 – July 2023 – American Honda Motors Project Duties

• Daily tracking of Agent productivity, reporting and KPIs based in India across multiple teams.

• Hourly assignment and dispatch of incoming Incidents and Tasks in Service Now queues.

• Development of process maps illustrating the flow of activities within the software deployment process to virtual and non-virtual environments.

• Utilization of Microsoft, Vsphere, Cisco and CTO tools (SCCM, VPN, Active Directory) to install, configure and patch devices remotely.

• Review of priority escalations for failed incident remediation. Accomplishments

• New process implementation resulting in reduction of required follow ups by 25% for software deployment, using automation of task assignments completing 2000 VM provisioning tasks, software pushes and asset allocation.

• Backlog incident process refinement resulting in self-service ticket time-to-resolution reduction of 30% using defined templates to expedite uniform communication between Help Desk Agents and Customers.

• Development of team coaching and cross training opportunities within supervisory role to track SOP's adherence.

Help Desk Specialist

HCL America - Cary, NC

January 2022 – February 2023 – Wells Fargo Project Duties

• Client Liaison overseeing Help Desk Agents across six teams, serving banking employees with Access, Technology and Infrastructure needs to minimize down time.

• New Agent on-boarding: Setup and configuration of equipment via remote desktop tools, phone, chat, and email.

• Training: Help Desk Agents on Service Now processes and procedures.

• Chat room: Daily monitoring ensuring first call resolution for multiple lines of business.

• Review of escalation service tickets routing in compliance with SLA agreements.

• Hardware: Life-cycle re-imaging, inventory, configuration, and replacement.

• Daily Briefings: HCL technical liaison with client partners, Software Deployment Services of package delivery over VPN, Triage of NOCs availability across North American Time Zones. Accomplishments

• Completion of Help Desk Agents migration to VMware Virtual Desktop Environment to ensure operational security, increasing productivity by 22% in proof-of-concept testing before rolling out to client employees.

• 90% compliance meeting SLA requirements over 12 Months while completing VMware R & D with product owners.

• Development of published Knowledge Base articles to refine Training Procedures resulting in a decrease from hiring to production by 50%.

Self Employed Owner/Operator

J.T.L. Investments

August 2001 - Current

• Management and leasing for residential properties in the Chicago market with purchasing and rehab of single-family homes and rentals under the advisement of a Broker/Master Appraiser and converted into a stand-alone small business now fully remote. Education

Bachelor of Arts in Mass Media and Communication - 2003 Purdue University – Utilization of Radio and television technologies reaching student populations to increase the global reach of the university and expand access to higher education. Generative AI Fundamentals – 2024

IBM certification - Understanding of the core concepts, capabilities, tools, and applications of generative AI.

CompTIA A+ Certification - 2021

Microsoft Windows 7/10/11, Software Troubleshooting, Active Directory, Hardware Troubleshooting Google IT Support Certificate - 2021

Remote Access Software, Network Support, Vmware administration, LAN, WAN, DHCP, VPN. Google IT Automation with Python Certificate 2021

Using Version Control, Troubleshooting & Debugging, Python Programming, Configuration Management, Automation. Analyzing IT problems and implementing the appropriate strategies to solve those problems. Management of IT both for physical machines and virtual machines in the cloud resources at scale. Usage of Git, GitHub and ITSM for version control.

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