Project Management Operations Analyst
Resume:
Daniel Edward Thompson
Conway, AR ***** 501-***-**** ***********@**.*** LinkedIn: Daniel Thompson
PROFESSIONAL SUMMARY
Versatile IT professional with over 25 years of experience in technical support, business analysis, and project management. Proven track record in remote troubleshooting, database management, and client support across multiple platforms. Additional background in emergency services with extensive training and leadership experience. Strong skills in problem-solving, documentation, and team collaboration.
TECHNICAL SKILLS
Systems & Software: Windows, Linux, SQL, BIRT, LogiAnalytics, PowerShell, AS400, COGNOS, JSON Support Tools: Remote Access Solutions, Remedy, SLACK, Verint Project Management: Implementation Planning, Release Management, Disaster Recovery Database: SQL Query Design, Data Processing, Business Intelligence Reporting
PROFESSIONAL EXPERIENCE
INFORMATION TECHNOLOGY
Senior Support Specialist
Verint Systems Inc - Remote Feb 2021 - March 2025
●Provided remote support for Verint products across diverse customer environments
●Contributed to knowledge base development to enhance team efficiency
●Served as a technical escalation point for complex troubleshooting cases
Support Analyst GTS/HQ-CTS (Verizon)
Crossfire Consulting – Little Rock, AR August 2019 – Feb 2021
●Remotely resolved vendor/client issues with Verint Server on Windows and Linux platforms
●Created PowerShell scripts for remote automation, improving efficiency
●Troubleshoot log platforms and load balancer issues
●Led as SLACK Champion, improving team communication processes
Remote IT Support
HITCare - Petaluma, CA November 2018 – August 2019
●Resolved client IT issues for PCs, servers, printers, firewalls, and email filtering devices.
●Performed daily preventative maintenance checks to ensure system stability
●Managed on-call support rotation for urgent client needs
Resolution Analyst I, Client Solutions and Technology Group
Vestcom International – Little Rock, AR February 2017 – July 2018
●Analyzed data processing workflows and designed graphical solutions to replace text-based processes
●Created and maintained documentation for both legacy and new processing interfaces
●Supported clients through daily data processing challenges
Solution Support Analyst II – Essentia
Netsmart Technologies —Little Rock, AR February 2016 – February 2018
●Designed SQL reports using Eclipse BIRT to extract data from AS400 systems
●Developed document codes to pull client data from databases into Word documents
●Trained clients on customized BIRT tools for report writing and data extraction
●Performed QA testing on software changes before implementation
Business Analyst II / Project Manager
Verizon Wireless & TEK Systems (contract)—Little Rock, AR March 2012 – December 2015
●Managed Enterprise Prepaid Services projects, including releases and change control windows
●Designed LogiAnalytics BI dashboards and reports deployed to Websphere
●Ran SQL queries to assign trouble tickets and enhance workflow efficiency
●Updated team Wiki and designed web forms to improve knowledge sharing
●QA tested and supported mobile applications and customer service software
Customer Support Representative/ BIRT Designer
Lavender and Wyatt Systems Inc.—Little Rock, AR September 2008- March 2012
●Supported clients on proprietary Essentia Software Product
●Designed SQL reports for Eclipse BIRT to extract data from AS400 systems
●Created document codes to pull client data from databases to Word documents
●Maintained electronic medical records implementations and trained clients on system use
IT Analyst/Technical Manager
Professional Counseling Associates—Little Rock, AR June 2005- April 2008
●Administered network operations across seven locations connected by a frame cloud
●Supported 100 users in daily operations and trained new staff
●Redesigned corporate standard PC image, Active Directory, and Group Policy
●Developed disaster recovery plan and negotiated IT support contracts, saving $18,000 annually
EMERGENCY SERVICES
Part-Time Emergency Medical Technician
Little Rock Fire Department - Little Rock, AR 2023-2024
Senior Firefighter/Emergency Medical Technician/Training Officer
Beaverfork Fire Rescue - Conway, AR 2022-2023
●Created and supervised training programs for new recruits
●Conducted classroom and practical training sessions
●Participated in fire ground operations and supervision
Firefighter/Training Officer/Assistant Dept Chief
Pine Village Fire Department - Conway, AR 2018-2022
●Implemented Emergency Reporting system to improve documentation
●Created training materials and supervised both classroom and practical sessions
●Managed fire ground operations and supervision
Firefighter/EMT/Lieutenant/Captain
West Pulaski Fire Protection District 23 - Little Rock, AR 1994-1997; 1998-2009
●Created the department's first website and implemented electronic record-keeping
●Supervised fire ground operations and managed station activities
●Led training sessions and emergency response teams
EDUCATION
Bachelor of Science in Business Administration
University of Central Arkansas—Conway, AR In Progress
Associate of Applied Science in Electronics Engineering Technology
ITT Technical Institute— Little Rock, AR May 1996
CERTIFICATIONS
Information Technology
●CompTIA A+ Core and OS
●Windows Server 2003 Bootcamp
●MCP 70-297 Designing a Microsoft Windows Server 2003 Active Directory
●Complete Mac Administration Course
Emergency Services (Selected)
●Emergency Medical Technician - Arkansas Fire Academy
●Arkansas Firefighter - Arkansas Fire Academy
●Instructor I - Arkansas Fire Academy
●ICS 100-400 - FEMA (Incident Command System)
●HAZMAT Awareness & Operations - ADEM
AWARDS
●Pine Village Fire Department Rookie of the Year (2018)
●West Pulaski Fire Department Firefighter of the Year (1996)
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