Technical Support Business Intelligence
Resume:
Daniel Edward Thompson
Conway, AR 72034
***********@**.***
LinkedIn: linkedin.com/in/daniel-thompson-77b6b33
PROFESSIONAL SUMMARY
Seasoned IT Professional with 25+ years of experience in technical support, systems administration, and project management. Expertise in remote troubleshooting, database management, SQL reporting, and business intelligence solutions. Proven track record of improving operational efficiency through automation and process optimization. Strong background in client relationship management, technical documentation, and cross-functional team collaboration.
CORE COMPETENCIES
Technical Skills
Operating Systems: Windows Server, Linux/Unix, AS400
Databases: SQL Server, MySQL, PostgreSQL, AS400 DB2
Programming/Scripting: SQL, PowerShell, Python basics, JSON, XML
Business Intelligence: BIRT, LogiAnalytics, COGNOS, Tableau basics
Support Tools: Remedy, ServiceNow, JIRA, Verint, SLACK
Cloud/Remote: Remote Desktop Services, VPN, Azure basics, AWS basics
Networking: TCP/IP, DNS, DHCP, Active Directory, Group Policy
Professional Skills
Remote Technical Support & Troubleshooting
Database Query Optimization & Report Development
Project Management & Release Coordination
Technical Documentation & Knowledge Base Management
Client Training & Support
Process Automation & Improvement
Disaster Recovery Planning
Team Leadership & Mentoring
PROFESSIONAL EXPERIENCE
Senior Support Specialist
Verint Systems Inc Remote February 2022 - March 2025
Provided Tier 2/3 remote technical support for Verint enterprise software suite across 50+ customer environments
Reduced average ticket resolution time by 30% through efficient troubleshooting methodologies
Developed 25+ knowledge base articles, improving first-call resolution rate by 20%
Served as technical escalation point, resolving complex integration issues with 95% success rate
Collaborated with development team to identify and document software bugs and enhancement requests
Mentored 5 junior support specialists on advanced troubleshooting techniques
Support Analyst - Global Technology Services
Crossfire Consulting (Verizon Contract) Little Rock, AR August 2019 - February 2022
Resolved 40+ weekly vendor/client issues for Verint Server installations on Windows and Linux platforms
Developed 15+ PowerShell automation scripts, reducing manual task time by 50%
Troubleshot complex log aggregation platform and load balancer configuration issues
Led SLACK implementation as team champion, improving inter-team communication efficiency by 35%
Maintained 98% customer satisfaction rating through effective issue resolution
Remote IT Support Specialist
HITCare Remote (Petaluma, CA) November 2018 - August 2019
Managed IT infrastructure support for 20+ healthcare clients including servers, workstations, and network devices
Performed daily preventative maintenance checks, reducing system downtime by 25%
Implemented proactive monitoring solutions for critical systems
Participated in 24/7 on-call rotation, maintaining 15-minute response time SLA
Resolution Analyst I
Vestcom International Little Rock, AR February 2017 - July 2018
Analyzed and optimized data processing workflows, reducing processing time by 40%
Designed graphical user interfaces to replace legacy text-based systems
Created comprehensive documentation for 10+ processing interfaces
Supported 30+ retail clients through daily data processing operations
Solution Support Analyst II
Netsmart Technologies Little Rock, AR February 2016 - February 2018
Designed 50+ custom SQL reports using Eclipse BIRT for healthcare data extraction
Developed automated document generation codes, saving 20 hours weekly of manual work
Trained 100+ healthcare professionals on BIRT reporting tools and data extraction
Conducted quality assurance testing for software releases, identifying 95% of bugs pre-deployment
Business Analyst II / Project Manager
TEK Systems (Verizon Wireless Contract) Little Rock, AR March 2012 - December 2015
Managed 15+ Enterprise Prepaid Services projects from inception to deployment
Designed LogiAnalytics business intelligence dashboards deployed to WebSphere
Optimized SQL queries resulting in 60% faster report generation
Coordinated release management for monthly production deployments
Updated team knowledge base and designed web forms improving workflow efficiency by 30%
Customer Support Representative / BIRT Report Designer
Lavender and Wyatt Systems Inc Little Rock, AR September 2008 - March 2012
Supported 200+ healthcare clients on proprietary Essentia EMR software
Designed custom SQL reports for AS400 data extraction and analysis
Implemented electronic medical records for 50+ healthcare facilities
Achieved 98% client retention rate through exceptional support service
IT Analyst / Technical Manager
Professional Counseling Associates Little Rock, AR June 2005 - April 2008
Administered network operations across 7 locations supporting 100+ users
Redesigned corporate IT infrastructure including Active Directory and Group Policy
Developed comprehensive disaster recovery plan ensuring 99.9% uptime
Negotiated IT support contracts, achieving $18,000 annual cost savings
ADDITIONAL EXPERIENCE
Emergency Services Experience
Emergency Medical Technician - Little Rock Fire Department (2023-2024)
Senior Firefighter/EMT/Training Officer - Beaverfork Fire Rescue (2022-2023)
Assistant Fire Chief/Training Officer - Pine Village Fire Department (2018-2022)
Fire Captain/EMT - West Pulaski Fire Protection District (1994-1997, 1998-2009)
Leadership experience includes training program development, emergency response coordination, and team management in high-pressure environments
EDUCATION
Bachelor of Science in Business Administration
University of Central Arkansas Conway, AR In Progress
Focus: Information Systems Management
Expected Completion: 2026
Associate of Applied Science in Electronics Engineering Technology
ITT Technical Institute Little Rock, AR May 1996
Dean's List: 3 semesters
GPA: 3.5/4.0
CERTIFICATIONS & TRAINING
Information Technology
CompTIA A+ Certified (Core and OS)
Microsoft Certified Professional (MCP 70-297) - Windows Server 2003 Active Directory
Windows Server 2003 Administration Bootcamp
Mac OS Administration Certified
ITIL Foundation (In Progress)
Emergency Services
Emergency Medical Technician (EMT) - Arkansas Fire Academy
Firefighter I & II Certified - Arkansas Fire Academy
Fire Instructor I - Arkansas Fire Academy
Incident Command System (ICS) 100-400 - FEMA
HAZMAT Awareness & Operations - ADEM
ACHIEVEMENTS & RECOGNITION
Reduced support ticket backlog by 40% through process improvement initiatives (2023)
Implemented automated reporting system saving 100+ hours monthly (2022)
Pine Village Fire Department Rookie of the Year (2018)
Achieved highest customer satisfaction scores in department history (2017)
West Pulaski Fire Department Firefighter of the Year (1996)
PROFESSIONAL AFFILIATIONS
Association of Support Professionals (ASP) - Member
Project Management Institute (PMI) - Associate Member
Arkansas Fire Chiefs Association - Former Member
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