Part-Time IT Operations & Service Desk

THOMAS H. MARTIN JR.

I T O P E R A T I O N S L E A D E R S E R V I C E D E S K M A N A G E M E N T E N D - U S E R S U P P O R T

● 614-***-**** ● **********@*******.*** ● Waverly, OH ● linkedin.com/in/thomasmartinjr Professional Summary

Results-oriented IT Operations Leader with 7+ years of experience supporting global service desk operations, end-user technology, IT assets, account administration, technical troubleshooting, and service quality. Experienced leading global support teams, improving service delivery, investigating recurring issues, coordinating vendors, and strengthening operational processes across enterprise environments. Combines hands-on technical expertise with leadership in service desk operations, IT asset management, Active Directory, Microsoft 365, Azure Active Directory, Windows, Linux, networking, endpoint support, ServiceNow, Cherwell, and remote support. Detail-oriented professional recognized for customer-focused service, team development, quality assurance, cross-functional collaboration, and maintaining reliable technology operations. Experience

Manager of IT Operations

ALVIS, INC.

Mar 2025 – Present

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• Lead IT operations supporting technology integrity, hardware and software assets, vendor relationships, end-user accounts, and physical security systems.

• Oversee daily technology operations covering user access, endpoint support, software management, door fob systems, and video security infrastructure.

• Coordinate IT resources and operational priorities to maintain reliable technology support across the organization.

• Manage hardware and software assets while supporting accurate inventory, lifecycle management, and operational readiness.

• Coordinate with vendors and internal stakeholders to address technology needs, resolve issues, and maintain service continuity.

• Support access-control administration and account management activities while maintaining appropriate security practices.

• Strengthen operational processes across IT support, asset management, and end-user services. Global Service Desk Director Quality Assurance Team Lead Agent

MORGAN STANLEY

Mar 2021 – Feb 2025

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• Led a global team of analysts supporting service desk quality, end-user contact standards, reporting accuracy, and operational consistency.

• Conducted deep-dive investigations and analytical reporting to identify service opportunities and improve the IT end-user experience.

• Coached and mentored analysts while partnering with knowledge and training teams to strengthen service quality and employee development.

• Collaborated with global IT teams to identify recurring support issues and strengthen service delivery processes.

• Established and reinforced quality standards to promote consistent customer interactions and service desk performance.

• Reviewed operational trends and reporting to identify opportunities for process improvement and stronger end- user support.

IT Consultant

COMPUTER CONSULTANTS

Apr 2020 – Feb 2021

Columbus, OH

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• Supported 60,000+ customers through inbound calls and chat while maintaining an 87% average first-call resolution rate.

• Troubleshot Windows, Apple, iOS, Android, personal printer, Canon, and HP office printer issues.

• Processed incidents through ServiceNow and supported live chat interactions through Amelia.

• Diagnosed technical issues across operating systems, endpoint devices, printers, and user environments. IT Consultant

REVELIT

Apr 2019 – Mar 2020

Columbus, OH

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• Supported 6,000+ customers through inbound calls while maintaining a 76% average first-call resolution rate.

• Troubleshot 40+ hardware components and nine point-of-sale register platforms.

• Documented incidents in Cherwell while managing live support calls and multiple technical issues.

• Maintained an average of 3.4 calls per hour and approximately 314 resolved calls per month. Education

Bachelor of Science in Food Service Management

Johnson & Wales University

Charleston, SC

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Associate Degree in Culinary Arts

Johnson & Wales University

Charleston, SC

Core Competencies

• IT Operations Leadership

• Service Desk Management

• Global Team Leadership

• End-User Support

• IT Service Management

• IT Asset Management

• Incident Management

• Account Administration

• Identity & Access Management

• Vendor Coordination

• Process Improvement

• Customer Service

• Team Coaching & Development

• Deep-Dive Investigations

• Operational Reporting

• Cross-Functional Collaboration

• Customer Retention

• Physical Security Systems

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Technical Skills

Active Directory Azure Active Directory Microsoft 365 Administration Windows OS macOS Linux iOS Android User Provisioning Account Deactivation Password Resets Multi-Factor Authentication TCP/IP DNS DHCP VPN LAN/WAN Wi-Fi Troubleshooting IP Addressing Network Configuration Network Security Structured Cabling Virtualization Cloud Fundamentals Endpoint Support Remote Desktop Support Hardware Troubleshooting Software Installation Patch Management Printer Support Mobile Device Support POS Systems Inventory Management ServiceNow Cherwell Amelia Microsoft Teams Microsoft Office Outlook Remote Support Tools Ticketing Systems Knowledge Base Documentation Reporting Dashboards Access Control Identity & Access Management Security Fundamentals Data Protection Awareness Incident Documentation Compliance Support Physical Security Systems Certifications

CompTIA A+ Linux Essentials CompTIA Network+ Microsoft Technical Associate: Security, Mobility, and Devices Fundamentals

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