Kenneth Thacker Email & Phone Number

Groveport,Oh

Columbus, Ohio Area

Member of the FCCS IT Help Desk staff: Strong Customer service skills were required as well as the ability to explain difficult technical concepts to users who often had little or no technical experience, provided technical support for end-users for various issues including, unlocking and resetting passwords via Active Directory. Assistance for various software and hardware issues in the desktop environment, adding or removing network printers, basic instruction in the use of various software and peripheral devices. Identifying issues not handled by the Help Desk and escalating them to appropriate personal in the Infrastructure, Applications, Phone or SharePoint Groups, served as the point of contact for support and maintenance for agency network printers. Also ran the agency print shop in addition to my other duties and have served as the primary PC technician providing troubleshooting, maintenance/repairs and contacting and making arrangements for Warranty Support, for all agency Desktops and Laptops. As a Help Desk technician I was required to provide phone/remote or on-site support for hundreds of systems and personal over 4 separate sites including our offices in the Franklin County Courthouse.

Dublin, Ohio

Provided customer service on inbound calls which consisted of patients ordering or reordering prescription drugs, researching and providing information regarding current or previous orders, as well as helping patients, health professionals and insurance providers on a variety of issues. Responsible for ensuring confidentiality of patient financial and medical records as well as adhering to HIPAA law. Ensured that patient medical questions were answered be competent Pharmacists or other medical professionals, while answering all other insurance policy or company policy questions. Strong customer service skills were required as well as use of Medco’s knowledge base tools and in-house call tracking system. Received dozens of Medco customer service “Rose” awards over the course of employment.

Fort Collins, Colorado Area

Served as an armed security agent in various roles and on various contracts, including patrolling numerous City of Fort Collins sites, as well as those of private businesses. Also provided dedicated on site security for the Poudre River Power Authority’s Rawhide Power Plant in Northern Colorado, as well as on site security for various at risk Substations. Was responsible for providing access control for various client sites as well as preventing unauthorized entry. Also provided personal security for client personnel, employees as well as property worth hundreds of thousands of dollars.

Fort Collins, Colorado Area

Provided on site physical security and loss prevention for Hewlett-Packard campuses in Fort Collins, Greeley and Loveland Colorado. Initially served as a floating security officer on all three sites, on numerous shifts and in numerous positions. Transitioned to dedicated Loss Prevention Officer and eventually to Assistant Shift Manager with overall responsibility for Loss Prevention on the HP Fort Collins Campus. Was eventually promoted to Shift Manager responsible for mid-shift and then swing-shift for the HP Fort Collins Campus. Responsibilities included training new personnel, ensuring patrols and rounds and duties were carried out per standard operating procedures; supervising shift Security Officers, ensuring that they met company standards for appearance, performance and continuing training.

Longmont, Colorado

Provided technical support for end-users for installation and technical support issues with Maxtor EIDE and UDMA/66 Hard Drives. Responsibilities included assisting end-users with the correct physical installation of Maxtor hard-drives as well as assisting in formatting and otherwise preparing the drive for installation of operating systems, software or files. Strong Customer service skills were required as well as the ability to explain difficult technical concepts to users who often had little or no technical experience. Facilitated the replacement under warranty the return and replacement of failed drives.

Fort Collins, Colorado Area

Provided technical support for HP Colorado Tape Backup drives and HP CD-Writers. Initially served as a customer support technician for the support of Colorado Tape backup drives providing assistance to end-users with resolving software, operating system or hardware issues in connection to the installation and use of both the drive and backup software. Strong Customer Services skills were required, as well as the ability to troubleshoot across numerous Windows Operating systems such as Windows 95/98. Was later offered a position as an original member of the Center Partners Escalation team whose responsibility was facilitating resolutions of extremely difficult customer or technical issues with both HP tape drives as well as CD-Writers, was eventually promoted to team lead over the Escalations Team.

English Language And Literature, General

English Language And Literature, General

Information Technology

Columbus, Oh, 2011 to 2013 I retrained with the intention of returning to the IT field. Courses included computer hardware, software.