Brian Thoms Email & Phone Number

Cowpens, SC, US

Greenville-Spartanburg-Anderson, South Carolina Area

• Build and formalize a ITSM Governance organization
• Document ITSM processes for Incident, Problem, and Change management
• Manage ServiceNow development team
• Function as Project Manager and BSA for all ServiceNow request
• Function as ServiceNow Admin and Developer

Spartanburg, South Carolina, United States

• Build and manage a Production Support team for support escalations
• Administration, Development, and review of tools/software
• Data Analysis
• Report Development
• Implement ServiceNow ITSM and CSM to replace Cherwell.

Spartanburg, SC

• Direct all aspects of technical support center.
• Responsible for Budget and Operations of an IT Service Desk and Desktop Support
• Data Analysis
• Manage Triage processes for all systems to review potential software defects and find root cause
• Develop KPI's and reports used to manage staff for 2 call centers.
• Create and document processes and process improvements

Spartanburg, SC

• Correspond with Departments on Product Development and Software Changes.
• Data Analysis as a member of a Triage process to find root cause of software defects
• Design and develop reports used to manage staff for 2 call centers.
• Create and document processes and process improvements
• Write SQL scripts to make corrections and updates on the Oracle Database
• Managing up to 19 employees – 5 direct reports

Spartanburg, SC

• Correspond with Departments on Product Development and Software Changes.
• Make Corrections and Updates on the Database
• Analyze and Assess possible Defects in Applications
• Handle situations that are unable to be resolved by Level I or II Representatives
• Offer On Call support Monday-Friday (8:30am – 10:30pm) and Saturday (8:30am – 7:30pm)
• Test application and hardware changes to assist with resolving future issues

• Support 2,900+ Branches throughout the United States and Canada by troubleshooting Level II phone issues: POTS phone lines, phone equipment, Fax Machines, modems, and some VoIP troubleshooting..

• Support 2,900+ Branches throughout the United States and Canada by troubleshooting: Networks, Phone Systems, VOIP, Computers, Check Scanners, Printers, Fax/Copier Machines, Microsoft Applications, and Corporate.
• Responsible for all laptop users and making sure that all Branches are capable of conducting business at all times.
• Train new employees and provide them with support on all troubleshooting techniques.

• A+ essentials course (Computer hardware CPT-285)
• Instruction and management of students in classroom and lab exercises

• Hardware, Software, and Networking analysis and repair
• Creating images, Imaging computers, and installing hardware and software

Ba, Information Management Systems

Business Administration concentrations

As, Industrial Electronics

Diploma, College Prep

Activities and Societies: Beta Club, Block G Club, Spanish Club, Football, Wrestling, Weightlifting