Service Desk Project Management

Thomas Kramer

***********@*****.*** 303-***-**** Media, PA 19063 IT Professional

Key Contributions & Career Specialties

●Technical Expertise: Teir 2 Tech Support/Service Desk and Netops in a fast-paced corporate environment. Implemented and optimized tool organization, checkout, and inventory tracking systems across industries, servicing fire extinguishers and compressed gas cylinders to ensure proper working conditions and conducting installations and maintenance of energy management systems for residential and commercial properties. Production Technician for audio and video live event streaming including signal acquisition, satellite downlink, monitoring and testing streams, and troubleshooting.

●Project Management: Supervised and delegated tasks to teams to ensure the timely completion of projects in construction and maintenance industries, and provided technical evaluations, advice, and guidance to teams, while collaborating with leaders to identify areas of improvement and implement process changes to increase efficiency.

●Supervision: Managed teams of warehouse and construction workers. Worked in a rapid warehouse environment to maintain, inspect, and organize warehouses increasing productivity and workflow by 40%. Oversaw day to day multifamily housing construction with ontime delivery of all deadlines and project completion.

Key Skills & Competencies:

Project Management Process Fast Technical Learner Improvement & Innovation Analysis Asset Management

Technical Competencies & Certifications

Python Crash Course CompTIA Security+ CompTIA Network+ CompTIA Network+ Fundamentals CompTIA Security+ Fundamentals ISC2 Certified in Cybersecurity Google IT Support Career Certificate Active Directory with Windows Server 2016

WORK EXPERIENCE

Rothman Orthopedics/Contractor

IT Service Desk Technician Commerce City, CO

April 2025 to July 2025

●Temporary role worked with the Rothman IT Team to open a new location. Hardware installation, RAM upgrades, reimaging/windows 11 upgrades, tested systems with the infrastructure team prior to opening, provided onsite support when location went live.

●Provided high level quality onsite and remote tier 1&2 IT tech support, mobile device management, Infrastructure support to address all needs, concerns, and requests.

●Exhibited exceptional autonomy, taking full ownership of tasks and delivering high-quality service throughout the contract period.

●Maintained first-class working relationships with onsite staff.

●Implemented new processes to improve the level of onsite and remote support

Primoris Services Corporation

IT Intern/ Teir 2 Service Desk Technician Commerce City, CO

Aug 2023 to May 2024

●Provided high level quality onsite and remote tier 2 IT tech support, mobile device management, NetOps and SysOps support.

● Served as a liasion between the onsite management and IT management to address all needs, concerns, and requests.

●Exhibited exceptional autonomy, taking full ownership of tasks and delivering high-quality service throughout the internship period and after being hired on as a fulltime technician.

●Maintained first-class working relationships with onsite and field staff.

●Implemented new processes to improve the level of onsite support

RK MISSION CRITICAL

Shop Electrician/Tool Inventory Manager Aurora, CO

January 2022 to November 2022 ● Collaborated with Line Supervisor to ensure an increase of task execution on time by 55%.

● Identified and increased tool management organization resulting in a production efficiency increase of 25%.

ECOENCLOSE

Warehouse Technician Louisville, CO

May 2021 to December 2021

●Achieved high productivity in a fast-paced warehouse environment by loading and unloading packages and processing 15 packages per hour.

●Maintained optimal warehouse conditions by conducting regular inspections, implementing effective organization strategies, and ensuring compliance with safety standards, resulting in a 20% improvement in operational efficiency and a reduction of inventory errors by 15%.

●Achieved 95% on-time project completion and reduced rework/errors by 20% through a precise and high-quality performance of diverse assemblies and installations.

FIRE SAFETY SERVICES

Warehouse Technician/Shop Lead CO

May 2019 to April 2020

●Maintained and serviced fire extinguishers and compressed gas cylinders, conducting regular inspections and tests to ensure optimal functionality and compliance with safety regulations, achieving a 100% pass rate in inspections.

●Realized a 20% reduction in inventory retrieval time and improved operational efficiency by implementing efficient systems and optimizing workflow in the warehouse.

●Led and supervised a high-performing team, driving a 30% increase in productivity, ensuring employee satisfaction, and maintaining strict adherence to safety protocols.

●Collaborated with team leaders to identify key areas of improvement and implemented process changes that resulted in a 20% increase in overall operational efficiency, leading to cost savings and improved customer satisfaction ratings.

ELECTRICAL CONTRACTORS

Apprentice Electrician CO

July 2017 to January 2019

●Installed, managed, and sustained energy management systems, including thermostats and digital cycling units, resulting in an average energy cost reduction of 15%.

●Completed over 100 electrical installations on a wide range of residential and commercial properties, ensuring compliance with electrical codes and standards while maintaining an exceptional safety record with zero incidents or accidents.

Origin Digital

Production Technician CO

November 2011 to April 2014

●Live Event Video and Audio Streaming

●Performed signal acquisition, satellite down-link, and tests on all devices prior to and during production

●Worked with clients tirelessly to ensure they felt fully supported and at ease during the time before their special event through diligent testing, monitoring streams, troubleshooting and rectifying any and all issues with the production

EDUCATION Professional Development, Networking and Cybersecurity University of New Hampshire, Durham, NH

Teacher Education, History MSU Denver/Colorado State University, Denver, CO

Contact this candidate