Dudley L Thomas Jr. Email & Phone Number

Frisco, Tx, Us

Dfw Airport, Tx, Us

As the Sr IT Solution Desk ManagerI oversee the following teams. Solution Desk, Deskside Support, Deskside Engineering, A/V and ITSM.Taken the reins of all technology support aspects for our vibrant end-user community, ensuring their digital experiences are top-notch.Desktop Engineering, overseeing workstation imaging and patching that keeps our digital infrastructure finely tuned.Define the standards for end-user computer (EUC) hardware and expertly manage procurement processes.Workstation Deployment: Lead the charge in the deployment of workstations, orchestrating installations, moves, adds, and changes (IMAC's) with precision.Software Procurement Expert: Oversee software procurement activities, making sure they align with our standards and procedures.Establish standards that guide our Service Desk employees and Field Technicians towards excellence. Monitor and report on Support Desk and Field Technician performance metrics.Incident and Change Leadership: Lead Incident, Problem, and Change Management processes. Oversee troubleshooting of ITS request systems to ensure high system availability.Lead Business Technology Partners, advising on support, projects, and onboarding new ITS products and services. Drive Continual Service Improvement for top-tier service and customer satisfaction.Works with procurement teams to ensure that our contracts are regularly reviewed and kept up to date.Supporting various teams and stakeholders to achieve their projects and goals.

Mclean, Va, Us

Managed a team of 10-15 direct reports which included FTEs, contractors, and interns Held bi-weekly meetings with direct reports with check-ins designed to align on engineer-specific needs such as performance and development conversations Provided technical expertise, not only to direct reports but also to the service desk in general Responsible for making sure engineers were properly trained for verifying end users for security purposes Reviewed engineer’s tickets for quality and to make sure that it met service level agreements (SLA) Participated in on-call responsibilities (ensured properly staffed, prepared daily reports, monitored engineers via call-out line, represented service desk during emergency calls, scheduled staffing for holiday work) Conducted interviews for FTEs and contractors Worked with third-party teams to deal with FML, STD, State Leave and Medical Accommodation benefits Approved timesheets for both FTEs and contractors Managed engineer's performance for awareness of long calls, missed calls, low performance, or misuse of non-productive statutes

Mclean, Va, Us

Managed a team of associates providing hardware and software support new directed the installation, troubleshooting, and repair of computer systems, printers, and peripheral equipment located throughout the organization Supported branch and corporate applications, leveraging knowledge of current and new technologies Anticipated the needs of clients and acted accordingly Provided on-premise support for projects and other support teams where needed Trained junior team members in fixing existing issues, new technologies, processes, and procedures Able to serve as the lead for Level I and Level II Technicians (Primary POC for Manager) Supported or led any additional work requested by management Automated solutions for common problems and found innovative ways to resolve issues Identified trends in incidents and work orders, determined solutions, and reduced incidents Identified and proposed possible solutions within the Power UP and other areas of IT including data and voice networks, software applications, process improvements Worked with groups across IT to test new software and provide feedback Traveled to several branch and corporate offices within the region to provide IT support Scheduled monthly meetings with administrative staff to communicate new IT policies and processes Worked with Branch and Cafe teams to assist with cafe openings and provided local support

Deerfield, Il, Us

Executive support for C-Level Executives Acted as an expert technical resource for problem resolution; applied diverse technical expertise to identify and correct complex system issues Collaborated with clients to determine and understand business requirements including performing analysis and making suggestions based on business requests Performed daily checks on all open VIP issues and own closure to ensure SLA and Operational Level Agreement compliance Contributed to recommendations of new technologies to benefit the company including new automation, new applications, and system managementEvaluated new technology products based on testing metrics and methodology Provided event and conference support Primary contact for VIP projects involving technical roll-outs, office moves, hardware and softwareIndependently resolved complex, break-fix issues; troubleshoot user problems at the desktop or provided phone support to diagnose remote customer issues Installed, supported, and provided end-user training for Mobile PDA devices, including Apple (iPhone, iPad), Blackberry, and Android platformsMaintained devices using the MDM platform Developed documents, and implemented standard operating procedures and customer service guidelines relating to Desktop Service Worked in a virtual global team environment to provide seamless experiences for traveling Executives Maintained ongoing communication with customers, exercising independent judgment while providing alternative solutions

Purchase, Ny, Us

Executive support, strong customer service, and face-to-face interaction skills Decision-making and problem-solving skills, demonstrating initiative in resolution of problems Dedication to exceeding quality standards and providing products and services of the highest caliber required Managed and coordinated projects and collaboratively with internal/external clients Ability to make decisions, solve problems, and explain complex issues in simple terms Project management (lead for the Toronto office relocation) Provided training to coworkers and user staff (equipment, software, procedures)Worked with Microsoft Active Directory (TCP/IP networking) to troubleshoot and resolve LAN issues Troubleshooting and supporting Windows OS issuesSupported VPN remote connections and general network connectivity issues Logged daily user support calls in the help desk call tracking systemDocumented procedures Built and deployed laptops for new employees or as a replacement\upgrade for existing equipment Asset management, server maintenance Audio/Video support (video conferencing, telepresence) Telecomm support, Unified Communication Skype for Business

Mississauga, Ontario, Ca

Able to resolve the majority of technical support issues at the first point of contactProvided support for PC desktop software, PC hardware, and peripheral hardwareDeployment of desktop PCs, and laptops for new hiresCreated, deleted, and modified user’s accountsLiaised with network team to maintain the LAN and WAN networkSAP Administrator SupportIP Phone support creates, delete, and modifiedCreated, deleted, and modified users with Active Directory Provided support for PC/laptop desktop software, PC hardware, and peripheral hardware Liaise with network team to maintain the LAN and WAN networkInstall, configure, and troubleshoot VPNBES server administrationSmartphone’s email setupsTrained fellow IT technical support techniciansAdministration of video conferencing for users, and sites.

Ontario, Ca

Responsible for ensuring the integrity of all network-related criteria for real-time webcastingProactively maintained and ensured all critical real-time connectivity between the mobile webcasting solution and the end-host interfaceLead technical role for all major computer and software elements of the webcasting solutionResponsible for the secure and confidential webcasting of sensitive government messages to key clients and stakeholdersResponsible for the real-time mixing, compilation, and streaming of live onsite video capture, coordinating and compiling all media components (audio, visual, PowerPoint presentations, images, and special effects), to be fed into the webcast equipment for broadcastResponsible for configuration, testing, setup, and operation of highly complex and sophisticated audio-visual and webcasting equipment;Established new and innovative ways to integrate multiple communication technologies, to enhance the webcasting experience, such as videoconferencing, sign language, and captioningDaily verification of LAVA connectivity (i.e., DSL lines, host server, video cards, encoding software)Monitored, evaluated, tested, and deployment of, where applicable, upgrades to proprietary LAVA software and hardwareMonitored, evaluated, tested, and deployed, where applicable, upgraded to Microsoft Operating System upgrades and patches, with proper functionality within and subject to, the specific operating and delivery requirements of the LAVA software and hardwareVerification for quality assurance, both as a successful upload to the ISP, as well as locally for backup purposesDocumentation for operation, maintenance, administration, and supportWorked with 3rd party support (Broadcast Services Branch, Bell Technical Services, Epresence, OLA)Team meetings to discuss activity levels, operational activities, troubleshooting results, performance issues and enhancements

Created, deleted, and modified users with Active DirectoryAdministration of Windows 2000/2003 ServersBuilt, installed, and configured Windows 2000/2003 serversManagement of Exchange 5.5, upgrading to Exchange 2003Backup of all servers (VERITAS 10)Liaise with network team to maintain the LAN and WAN networkAdministration of the Meridian mail systemCreated, deleted, and modified user’s accountsEnforced service levels from vendor support.Provided support for PC desktop software, PC hardware, and peripheral hardware.Enforce service levels from vendors' support.Opening and closing of help desk tickets with McAfee ticketing softwareManaged all IT assetsProvided support for major IT projects, most occurring after-hoursDiagnosed and determined the components necessary to effect repair of PCs and related hardwareCreated and supported Blackberries via the BES server

Able to resolve the majority of technical support issues at the first point of contactCollaborated remotely with staff in remote locationsInstalled, configured, and troubleshoot local and network printers and scannersManaged users, groups, and lists in Active DirectoryManaged users and tokens on the RSA Security ServerSupported BlackBerry smartphone usersRepaired and maintained Compaq laptops and desktop computersArchive Exchange mailboxes for terminated employeesIP address management and troubleshootingConfigured and managed File and Print ServersInstalled, configured, and troubleshoot VPN issueSetup and configure PBX mailboxes and phonesPlan, test, and monitor pilot testing for new software and hardwareInstalled and configured Windows Server 2003Troubleshoot and supported Windows XP Professional and Windows 2000 Professional workstations Repaired corrupted Outlook OST / PST files.

Information Technology

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