Geri Thomas Email & Phone Number

London, Gb

Plymouth, Mn

• Accurately assess issues and determine which tool(s) to use to resolve issues including running tests.• Delivered initial Isilon Training to more than 40 new engineers in MN Global Services resulting in train time to customer support coverage from 12 weeks to less than 2 weeks.• Effectively communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment• Accurately assessed issues and provided exceptional problem documentation.• Regularly engaged or escalate to senior resources to resolve more complex issues.• Applied technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices.• Created study material and practice exams questions for Global Support team to successfully complete the Isilon Certified Storage Professional ICSP exam; resulting in achieving above average ICSP scores.• Utilized operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.• Provided technical support, product implementation and installation, configuration and management to external customers.• Regularly collaborated with Sales, Account Managers, and Technical Managers to maintain transparent communication on issues and escalated defects.• Effectively communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment• Maintain a "closed-loop" communication style that ensured proper and consistent documentation in service request case notes• Managed full CST functionality in the MN location in preparation for integration to the EMC CST functionality; training, creating a schedule, ensuring adequate phone coverage for 24/7 operation, creating responsibility documentation and phone scripting. Resulting in seamless migration to EMC CST team and reduced the customer hold time by 50%.

Investigate and resolve delinquent tax and non-tax debts using enforced collection techniques. Ensure compliance with state tax filing requirements. Provided customer service to debtors and their preventatives by responding to questions regarding Minnesota tax laws and collection of tax and non-tax debts.

Process unemployment claims. Assist clients and businesses with application and unemployment law.

St Paul, Minnesota, United States

Provided training and instruction for university students working on math and science related courses.

St Paul, Minnesota, United States

Provided training and instruction for college level students working on math related courses. Conducted training sessions.

Minneapolis, Minnesota, United States

Provided go live support for EPIC (Excellain) implementation.• Configured device and user settings, developed training materials, and provided phone support to Help Desk Analysts.• Implementation of the MyChart application technical support line deployment for Allina’s 42 medical clinics and 22 Hospital based clinics. • Monitored and maintained the Star Patient Care application.• Worked closely with various IS groups to determine software/hardware requirements.• Configured, monitored, and maintained new device setups and user profiles• Provided troubleshooting support, training materials and instruction for Help Desk Analysts and system users. • Maintained printer queues and SQL report processing. • Designed help desk reference manuals and knowledge base documentation.• Conducted training presentations, one-to-one training sessions, and telephone support for current and new Help Desk Analysts.• Provided problem analysis/resolution telephone support directly with the client for more complex issues.

Provided device and network connectivity troubleshooting support for Allina’s approximately 28,000 internal users in a health care environment utilizing over 900 different applications and a variety of different devices.• Maintained high first call resolution rate.• Accurately documented and assigned higher level problem tickets 90% of the time. • Monitored and analyzed home transcription connectivity issues—assessing results with Operating System Group and Site Coordinators to determine problem resolution.• Departmental liaison for troubleshooting external connectivity related issues. • Developed and designed departmental training and troubleshooting material. • Provided level II call resolution backup coverage.• Maintained up-to-date knowledge base documents.

Ba, Computer Information Systems, 3.63

Activities and Societies: Student TutorReceived Kopp Presidential Scholarship

Aas, Microcomputer Support Technology

Graduated with honors.