Dwayne Thomas Email & Phone Number

Philadelphia, Pennsylvania, United States

• Provided technical contact support to customers via telephone, chat, electronic media, service requests, events, incidents, and alerts. • Resolved issues related to hardware and software systems; performed installation, configuration, and maintenance of IT equipment such as desktops, laptops, Government Furnished Devices, virtual devices, printers, and faxes. • Responded to service desk contacts and ensured complete resolution; documented actions taken and provided guidance/training… Show more • Provided technical contact support to customers via telephone, chat, electronic media, service requests, events, incidents, and alerts. • Resolved issues related to hardware and software systems; performed installation, configuration, and maintenance of IT equipment such as desktops, laptops, Government Furnished Devices, virtual devices, printers, and faxes. • Responded to service desk contacts and ensured complete resolution; documented actions taken and provided guidance/training to prevent recurrences.• Delivered a full range of customer support services, including Break/Fix troubleshooting on remote devices and network devices. • Assisted in the problem management process, identifying resolutions, and deploying resolutions to affected workstations. • Maintained positive customer relationships through efficient communication; provided remote troubleshooting and resolution of end-user hardware and software problems via telephone. • Identified and took corrective action related to hardware, software, configuration standards, software inadequacies, network systems problems, and security compliance and vulnerabilities. • Participated in project work related to providing the best possible support for customers; reviewed and created technical procedures and standard operating procedures (SOPs); provided training as needed to specialists. • Performed other duties as assigned. Show less

Greater Philadelphia Area

• Faxing, coping, printing & distributing reports, supplies• Collecting used toners and taking them to campus support• Ensuring all faxes, printers, and copiers are in working order, initiating tickets when necessary• Staffing Data Base updates• Assist team managers filing documents• Pulling Matrix reports• Generate documents at manager’s discretion along with many other duties and responsibilities

Conshohocken Pa

• Configured and installed options of all models of computers for clients such as Cigna, Staples and more• Configured client systems included imaging, hardware installation and loading applications as ordered by the client• Verified installation of software and operating systems and ensured that configuration matches system’s order• Recognized, addressed and resolved any conflicts• Performed Migrations and Deployments

Greater Philadelphia Area

• Responded to tickets from users to maintain, repair and troubleshoot problems in the IT system • Installed computer images to build desktop computers/laptops and to repair computer problems• Demonstrated installing printers, laptops, scanners, wireless and network equipment• Provided technical assistance by answering questions for users • Charted computer inventory to locate all the computer equipment• Installed disaster recovery software to protect important user… Show more • Responded to tickets from users to maintain, repair and troubleshoot problems in the IT system • Installed computer images to build desktop computers/laptops and to repair computer problems• Demonstrated installing printers, laptops, scanners, wireless and network equipment• Provided technical assistance by answering questions for users • Charted computer inventory to locate all the computer equipment• Installed disaster recovery software to protect important user information• Created users accounts and managed the appropriate database access privileges to those accounts• Removed viruses, adware and malware• Assisted in a Single-Sign-On Roll-Out Project (helped setup users to sign on to multiple applications with one sign-on) • Set up Audio Video equipment• Resolved issues with WAN, LAN, and VPN for local and remote access events Show less