Project Manager Service Desk
Resume:
Derek Thomas
Santa Clarita, CA *****
******.******@*****.***
Work Experience
Project Manager/Network Engineer
Edwards Federal Credit Union-Palmdale, CA
September 2022 to Present
• Manage IT operations, aligning technology strategies with credit union objectives to enhance member and employee productivity.
• Lead projects including desktop migrations, network upgrades, and server refreshes, ensuring seamless implementation and adherence to timelines.
• Conduct vulnerability scans and penetration tests, implementing remediation strategies to enhance system security.
• Develop IT policies and procedures to align with compliance standards and business goals.
• Oversee vendor management, system documentation, and end-user training to optimize IT effectiveness.
• Monitor RMM alerts and resolve service tickets promptly to minimize downtime and ensure exceptional customer service.
Operations Support Specialist IV / IT Site Manager ITT Aerospace-Valencia, CA
2018 to 2022
• Directed site IT operations and led projects for infrastructure upgrades and optimization, ensuring compliance with security and production standards.
• Provided detailed performance analysis and project updates to stakeholders, driving informed decision- making.
• Partnered with audit teams to ensure adherence to high-security requirements. IT Service Desk Manager
RTI Systems Inc-Glendale, CA
2017 to 2017
IT Service Desk Manager
RTI Systems Inc. Glendale, CA 2017
• Managed daily operations of support teams, implementing agile methodologies to streamline client network monitoring and maintenance.
• Established performance metrics and goals to enhance service quality and client satisfaction.
• Supported leadership by managing project timelines and task prioritization. Service Desk Engineer III
Huntington Hospital-Pasadena, CA
2016 to 2016
• Developed and implemented troubleshooting protocols to improve ticket resolution times.
• Provided direct technical support for high-priority emergency incidents in a high-stakes healthcare environment.
• Created performance metrics to monitor and improve team effectiveness. Lead Desktop Support Engineer
Advertise.com-Sherman Oaks, CA
2013 to 2016
• Oversaw all network and equipment performance as the sole engineer, ensuring high system availability.
• Established IT department protocols and policies to maintain security and operational consistency. Desktop Support Specialist
DEL WEST ENGINEERING-Valencia, CA
February 2005 to June 2010
• Delivered technical support for end-users, resolving hardware and software issues efficiently.
• Conducted hardware inventory audits and assisted in technology upgrade projects.
• Provided remote support using tools such as VPNs and remote desktop applications. Education
Associate of Science in Computer Networking Systems and Information Technology
ITT Technical Institute - Sylmar, CA
June 2010 to June 2012
Graduated with a 3.8 GPA
Skills
• Network Support
• Network Monitoring
• Ethernet
• Microsoft Windows Server
• Microsoft Exchange
• Communication skills
• DHCP
• Disaster Recovery
• LAN
• Software Troubleshooting
• AS400
• WAN
• Active Directory
• Information Security
• Operating Systems
• Visio
• Windows
• VoIP
• Microsoft Office
• TCP/IP
• Computer Networking
• Help Desk
• Microsoft Windows
• VPN
• DNS
• Remote Access Software
Links
http://www.linkedin.com/in/derek-thomas78
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