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 management, track inventory, push patches and upgrades.• 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 viruses/malware.• 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 38% overall increase in the helpdesk's first contact resolution.• 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 and projects in over 80 countries across the world.• 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.