Ethan Thomas Email & Phone Number

Boston, MA, US

Cambridge, Massachusetts, US

Waltham, Massachusetts, US

• Administer a mixed end-user device environment of 1000+ devices that includes Microsoft Windows 10, Apple Mac OSX, Apple iOS, and Android to install, configure, and troubleshoot devices, utilize IT tools for remote.
• Maintain and support end-user devices to ensure organizationally defined security and software configuration standards, install operating systems and software, patch systems, and protect against or remove.
• Deliver user friendly multi-tier technical support to users of all skill levels throughout the organization to achieve the optimal solution for performing analysis, diagnosis, and resolution of problems, resulting in a.
• Administer Zendesk ticketing system to streamline problem management and generate reports and dashboards of performance metrics to provide management information for allocation of resources throughout our 5 US offices.
• Administer Microsoft SharePoint to troubleshoot site issues and provide support and guidance for users.
• Conduct one-on-one training of best practices for new team members and lead helpdesk group trainings for deployment of new technologies.

Basking Ridge, NJ, US

• Promoted to Tier 2 support after only three weeks at Tier 1, normally a transition requiring 6-12 months.
• Resolved Verizon personnel problems by reviewing the Tier 1 support call notes in ticket system, diagnosing the problem, and calling the user at a scheduled time to provide a solution.
• Trained and provided guidance to team members to improve team performance.

Troy, NY, US

• Monitored the RPI campus network to identify any problems in a timely manner.
• Resolved the problem or delegated the information through a trouble ticket system and informed necessary personnel.
• Supervised and trained new staff members and work-study students.
• Conducted and monitored regular system backups.

US

• Applied knowledge of Microsoft Windows to identify problems with the America Online Software and creating a solution.
• Received Award of Achievement for Outstanding Performance and Contribution.
• Demonstrated effective leadership as a team Point of Contact.

Troy, NY, US

• Monitored the RPI campus network to identify any problems in a timely manner.
• Resolved the problem or delegated the information through a trouble ticket system and informed necessary personnel.
• Supervised and trained new staff members and work-study students.
• Conducted and monitored regular system backups.

Montpelier, Vermont, US

• Troubleshooting, software installation, hardware installation and systemmaintenance for Bennington District Office computer network
• Aided in the setup and installation of over twenty computers to the local network
• Assisted in the upgrade of each system from Windows 95 to Windows NT
• Originally a summer training position that was extended to two years.