Candi Thomas Email & Phone Number

Sunbury, Pennsylvania, United States

Drive adoption of new processes, prepare the organization for changes, help people adapt to change, and help to sustain change for the organization.

Sunbury, Pa

Manage a team of 20 associates responsible for the first and second level support of all company associatesOrganize and manage IT Service Desk personnel in incident triage, call entry, monitoring and resolutionProvide metrics and analysis of incidentsManage desk side support of PC, workstation, thin client, end user applications, etc. performed by second level support teamIn concert with business partners and other IT teams, ensure that level 1 support requirements and procedures are properly defined for each existing and all new software/hardware environmentsEnsure adequate training is provided to Level 1 and Level 2 support teams Strive to continuously improve communication between Information Technology and all departments and associates throughout the company. Build and maintain communication paths to all key stakeholders and service recipientsMaintain advanced expertise in the operation of call center support systems, identify improvements and updates as needed, and help redesign work flows to optimize functionality and enhance performanceMaintain and manage vendor relationships to include contract negotiation as neededCollaborate with IT leadership team in developing and adhering to annual budgetEnsure all call center operational standards, controls and procedures are established and adhered to, to include responding to internal and external audit concernsMaintain awareness of trends in state of the art technologies in IT call center disciplines. Conduct and participate in review, evaluation and recommendation of software products, productivity tools and external servicesSupervise, develop and mentor all IT Service Desk analysts, to include supporting the maintenance of Individual Development Plans and annual performance appraisalsContinue project management responsibilities for implementation of Mobile Device Management solutionAdditional project management tasks for other projectsContinue management of mobile device account and support

Sunbury, Pa

Manage corporate carrier accountManage Blackberry Enterprise serverProvide customer support to end users of mobile devicesIntroduce managed iOS devices and BYOD strategyCollaborate with other departments and IT groups to develop mobile device strategies and security policies

Harrisburg, Pennsylvania Area

Evaluated, installed, administered, maintained and supported all communication systems hardware, software, peripherals, applications, programs and routines used in Firm business operations, including electronic messaging, faxing, telephone, voice messaging, handheld devices and wireless Planned, organized and controlled analysis of communication systems requirements to maintain efficient business operations and competitiveness Planned, organized and controlled development of procedures for implementation, programming and/or maintenance of communication applications, programs and systems Managed performance and maintained security of the Firm's communications systems Analyzed and tested products and recommended systems upgrades and new implementations Assisted in managing disaster recovery functions for communications systems Patch and project management duties Managed, maintained and supported wireless data device systems, including Blackberry and Windows Mobile 5.0 and 6.0 platforms, iPhone and Android operating systems Coordinated and reviewed maintenance agreements and licensing with various telecommunications and software vendors

Evaluated, installed, administered, maintained and supported all communication systems hardware, software, peripherals, applications, programs and routines used in Firm business operations, including electronic messaging, faxing, telephone, voice messaging, handheld devices and wireless Planned, organized and controlled analysis of communication systems requirements to maintain efficient business operations and competitiveness Planned, organized and controlled development of procedures for implementation, programming and/or maintenance of communication applications, programs and systems Managed performance and maintained security of the Firm's communications systems Analyzed and tested products and recommended systems upgrades and new implementations Assisted in managing disaster recovery functions for communications systems Patch and project management duties Managed, maintained and supported wireless data device systems, including Blackberry and Windows Mobile 5.0 and 6.0 platforms Coordinated and reviewed maintenance agreements and licensing with various telecommunications and software vendors

Provided technical support to end users for all voice and data hardware, peripherals, software, applications, systems, programs and routines used in daily business operations Prepared procedural documentation, user instructions and operating procedures Assisted in testing and implementing patches, updates and upgrades for various software and hardware Supported network and standalone printing, faxing and multimedia capabilities Performed new hire training as backup to Software Trainer Developed and maintained IT Help Desk intranet pages Responsible for PC rollout including configuration and installation of all hardware

Assisted attorneys with all clerical duties Transferred to "floating" position with different assignments daily Assisted supervisor in development of new floater procedures Created desk manual information request forms to create smoother workflowAssigned primarily to litigation department, performing duties including electronic case filing and document preparation

Established computers with accounting software in small business office Performed upgrade from Peachtree Office Accounting to Quickbooks Managed small business office including budget on a daily basis Prepared invoices, quotes, statements and purchase orders Created reports including customer activity, daily ledger reports and income statements Managed scheduling of appointments for service calls and provided quality customer service

Provided peer counseling to students in all areas of career planning and preparation Provided support for major CDC programs and events and assisted in development and presentation Performed a variety of daily office functions and provided quality customer service Developed and maintained Access database of current student use of the CDC Created, marketed and presented Women in the Workplace and Sports Related Careers Programs

Masters In Professional Studies, Organization Development & Change

Bachelor, Arts; Political Science; English Literature

Activities and Societies: Pi Sigma Alpha (National Political Science Honors Society), Gamma Delta Sigma (Sorority), Gamma Sigma Alpha.

Associate, Arts; Business Management

Education record