Customer Service Project
Resume:
MONIQUE NICOLE THOMAS
**** ****** ***** ****, **********, NC 28083
******.*******@*****.***
AREAS OF EXPERTISE
Information Management Systems
Network Administration
Hardware and Software Installation and Maintenance
Troubleshooting and Diagnostics
Technical Training and User Support
Project Management
Asset Management
COMPUTER SKILLS
Microsoft Office 2000-2007
Microsoft SharePoint
Microsoft Project
Microsoft Visio
Windows NT 4.0 – XP
Microsoft Exchange
Internet Exchange
VPN Remote Access
TCP/IP
Netscape
Active Directory
EDUCATION
Master of Business Administration – Project Management, Strayer University, Charlotte, NC, 2010
Bachelor of Science – Computer Science Information Systems, Johnson C. Smith University, Charlotte, 2004
ADDITIONAL TRAINING
Introduction to Federal Acquisition Regulations, 2010
Managing Performance Problems, 2007
PROFESSIONAL PROFILE
Proactive and resourceful professional with solid track record of managing IT projects that generate significant cost reductions and improve operating efficiencies. Poised and adept at interviewing and collaborating with individuals of diverse backgrounds and personalities; build alliances and engage in cross-functional activities. Challenge-driven, yet flexible and adaptable; remain focused and take decisive action in fast-paced work environments, and find innovative solutions for production, system stability, and customer service problems.
PROFESSIONAL EXPERIENCE
Lead Technical Support Analyst/IMAC Coordinator
Flextronics
March 2005 to Present
Key results include:
Provide critical remote and onsite user support, technical training, and network administration for 300 to 2,500 individuals; set up conference calls, establish new Active Directory accounts, and assist with Web and network presentations. Accountable for scheduled 24 x 7 coverage.
Deliver subject matter expert advice to senior managers and key decision-makers on IT systems, equipment, and services; formulate and implement new procedures for boosting productivity, as well as interviewing and training newly hired personnel.
Manage all aspects of procuring hardware and software for Charlotte, NC, office, which entails administrative oversight of purchasing, inventory control, and invoice processing. Coordinate installation, moving, addition, and removal of computer equipment and software.
Troubleshoot network problems. Repair, reconfigure, and test equipment as needed. Install and maintain computer network communications devices, including modems, routers, and switches.
Committees and projects include:
Leading member of 5S Audit Team and Training Committee.
Migrated 300+ users and email accounts to Active Directory Domain.
Site Printer Project, which generated cost savings of approximately $40,000 annually by reducing amount of paper used.
Lean Project, which resulted in energy savings of approximately $10,000 by replacing CRT monitors with LCD monitors.
Zone Leader/Tech Support Assistant
Johnson C. Smith University
January to September 2004
Key results include:
Within three months, promoted from member of technical team to Zone Leader managing eight-person Student Technician Team responsible for assisting and providing technical training and user support to college faculty, staff, administrators, and students.
Assisted diverse clientele with varying levels of technical understanding in several areas, including PC and laptop imaging and troubleshooting, printer and multifunction devices troubleshooting, data and tape backups, and system/server maintenance.
Installed, maintained, and repaired computer and office automation systems; configured operating systems and software applications.
Through on-site or remote access, implemented established security procedures pertaining to correct use of firewalls and anti-virus applications to safeguard desktop computer systems.
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