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Sara Thomas
CAREER
OBJECTIVE
SKILLS
WORK
EXPERIENCE
EDUCATION
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Sara Thomas
309 West Banta Rd.
Indianapolis, IN 46001
317-721-9876
sara@gmail.com
CAREER
OBJECTIVE
Experienced IT support
professional seeking a level II or III support, team lead or management
position.
SKILLS
Hardware
experience with servers, workstations and peripheral devices
Experience with desktop
security (antivirus, antimalware, cleaning and removing infections from PC’s
and laptops, etc.)
Experience with MS
Office 4.3 to 2010
Experience with MS
Exchange 5.5 and 2003
Experience with Microsoft
Windows from version 3.1 to Windows 7
Experience with license
management, software/hardware inventory and patch management products and
procedures
Familiar with imaging tools,
such as Norton Ghost, to maintain images in an enterprise environment
Experience working with vendors
for support and ordering hardware and software
Experience with evaluating,
creating and implementing policies, procedures and other documentation crucial
to maintaining an effective support team
Exposure to several
different help desk packages and familiarity with the concepts of using
ticketing systems in an organization to facilitate effective end user support
Daily exposure to working
with Active Directory
Familiarity with networking
concepts and troubleshooting
Good troubleshooting/researching
skills (using web, documentation, support numbers, and other resources)
Excellent supervision and
customer service skills
MCSE certified
WORK
EXPERIENCE
Technical
Support Analyst, Sun Country Airlines
October 2009 - Present
·
Lead a
team of support staff, supervising and helping them prioritize their daily
tasks. These tasks include software
installation, hardware installation, ticket tracking, documentation,
troubleshooting and problem resolution.
Also provide training and mentoring of the support staff.
·
Support
staff supports over 300 nodes, of which over 50 are laptops. These nodes are located over 4 campuses in
the Twin Cities, as well as many offsite locations (airport installations)
located throughout the U.S. These
locations and individuals were supported through telephone support, as well as
remote control tools such as VNC and logmein.com. Also remotely support 9 ad hoc point of sale
devices located at different outstation locations at different times of the
year, including Miami, Harlingen, Boston, San Diego and other locations.
·
Performed
site installation of 4 highly visible and demanding airport locations. These installations included being the
project lead, in that I had to work with local airport IT personnel, our IT
department while offsite, training personnel, station managers and ISP
contacts. These installations included
VPN connectivity back to the main office, installation of equipment at the
ticket counters, gate area and an office area.
Also coordinated setting up temporary training facilities for training
new station personnel at these locations, These airport installations included
Laughlin, NV., Washington, D.C., Austin, TX and Lansing, MI.
·
Other
daily tasks include hardware and software procurement (desktops, laptops,
monitors, printers, operating systems, office applications and peripheral
devices), inventory management, image management, documentation and support of
proprietary legacy systems. This also
included 2nd /3rd level support and working with the networking
staff when appropriate to facilitate the upkeep of IT systems.
Customer Support Manager,
HeatSeeker Technology Partners
October
2008 – October 2009
·
Manager
of level 1 and 2 support team, which supported over 1000 end users, mainly in
the Twin Cities area. Made sure tickets were assigned in our ticketing system,
documented correctly and prioritized appropriately. Ensured work was completed according to
established metrics. Trained the support
team members, set and tracked goals, created and delivered semi-annual employee
reviews. Also monitored staffing levels
to ensure customer issues were resolved in a timely manner and that the support
desk had proper coverage. Worked with
the engineering manager to verify those resources were utilized appropriately
as well and ensured our teams worked together effectively to resolve issues.
·
Created
and maintained documentation, policies and procedures for the company.
·
Managed
relationships with our customers to maintain customer satisfaction. Met with premier customers on a weekly basis
to discuss open tickets and ongoing projects, verify procedures that were in
place were working appropriately and to discuss any issues that were
discovered. Defused situations with
unhappy customers to make sure they were satisfied with our services.
·
Provided
support coverage myself as needed, covering the help desk phones, going on
client site visits to perform troubleshooting and implementations, etc.
Help Desk Supervisor, Sun Country Airlines
October 2007 – October 2008
·
Worked
as the administrator of the helpdesk ticketing system. Entered tickets into the system, assigned
them to the appropriate team or technician and followed up with the ticket to
resolution. Contacted end users to
verify their issues were addressed and that they were satisfied with the work
done and to make sure there weren’t any other problems.
·
Directed
workflow of the technicians I assigned tickets to, following up with them to
verify proper priority and workload.
Worked to ensure proper communication between teams and with the end
users.
·
Other
duties included troubleshooting and problem resolution, created and maintained
documentation and procedures for the support team, creating images for new
equipment, training end users, setting up network ID’s and mailboxes and more.
Sr. Desktop Support Analyst, RTW, Inc.
January 2001 – August 2007
·
Team
lead for Help Desk, Desktop and Telecom support at RTW. Our team provided support for approximately
300 end users over 8 offices. Many of
the end users were telecommuters working from home, with laptops and
multifunction printers, connecting back to the home office via VPN. As team lead I assigned tickets and projects,
helped team members prioritize their work and make sure everything was done in
a timely manner according to established metrics. Trained and mentored the technicians under my
supervision and setup training and career goals, working with the technicians
to verify completion of work towards those goals. Gave technicians constant feedback on the
work they were doing, as well as creating and delivering annual employee reviews.
·
Worked
as project lead on several projects, such as upgrading all of our offices to
new computers, moving from Windows 2000 Professional to Windows XP
Professional. Worked with other teams to
verify all of our applications were compatible with the new environment,
ordered and configured the systems and rolled them out according to our project
plan. Other projects included the
closure of 4 of our offices and also a move of part of our company from one
floor in the building we rented to another floor.
·
Handled
all hardware and software procurement for the company. Worked with a third party for license
management and created a small database to track RTW’s technical assets.
·
Fostered
the concept of teamwork, within my own team and other teams within the
company. RTW was very big on teamwork
and allowed us to have team bonding events, team building events and other
practices designed to encourage teamwork.
·
Other
duties included creating policies and procedures and keeping them updated,
working with various vendors and providers, performing troubleshooting and
problem resolution, managing the images for the computer systems and making
sure the support team worked with other areas of IT to verify projects and
tasks were accomplished according to preset goals.
Network/Site Administrator, BK Entertainment, Inc.
June 2000 – January 2001
·
Administered the Windows NT Network: ID creation,
backups, server maintenance and upgrades, Anti-Virus updates and more.
·
Handled PC support for this site: performed all
setups, upgrades, installations and troubleshooting.
·
Researched and purchased hardware and software.
·
Administered the email server: Exchange Server 5.5
with Outlook 97 and 2000 clients.
PC/Network Analyst, Wilson Learning Corporation
March 1999 – June 2000
·
Handled user calls for support, both internal and
external.
·
Set up and configured workstations and servers.
·
Upgraded and performed troubleshooting of PC and
network hardware/software.
·
Involved in software testing, both performance
testing and QA testing.
·
Worked often as a project lead (ex: Y2K readiness
project).
·
Researched and purchased hardware and software.
·
Performed Lotus Notes administrative tasks; ID
creation, ID recertification and client setup.
·
Performed network administration tasks.
·
Assisted in conversion of office from mixed Windows
95, Windows NT Workstation 4.0 and Novell 4.1x to Windows NT 4.0 network.
Configuration Technician,
Response, Inc. contracted out to the Mayo Clinic
January 1999 – March 1999
·
Unboxed and setup new Dell workstations and
printers.
·
Added any peripheral upgrades ordered.
·
Installed Operating system and applications.
PC/Network Support Technician,
Meridian Insurance
September 1997 – December 1998
·
First line of support to user base for hardware,
software and networking issues.
·
Responsible for all workstations and phone systems.
·
Researched and purchased hardware and software.
·
Revised and updated department procedure manual.
·
Worked with network analysts to keep the network
operational.
·
Network Operating system: Novell Netware 4.11, Windows NT 3.51 and 4.0.
·
Workstation Operating systems: DOS 6.22, Windows 3.11 and 95.
Military Experience: US Army, July 1985 – July 1987. Honorably discharged.
EDUCATION
Registered as a
Microsoft Certified Professional (Microsoft Certified Systems Engineer)
Associate of Applied Science in Computer Information
Systems Technology; IvyTech State College , Indiana
Currently studying for
Network+ and Security+ certifications
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