Scott Thomas Email & Phone Number

Chantilly, Va

Samueli Institute

DUTIES AND RESPONSIBILITIES: Operational Management• Manage the processing of incoming calls to the help desk via telephone, e-mail, and help desk software to ensure courteous, timely, and effective resolution of end user issues.• Document all pertinent end user identification information, including name, department, contact information, and nature of problem.• Build rapport and elicit problem details from help desk customers.• Prioritize and schedule problems. • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in help desk software.• Apply diagnostic utilities to aid in troubleshooting.• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.• Identify and learn appropriate software and hardware used and supported by the organization.• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.• Install and manage anti-virus software.• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.• Test fixes to ensure problem has been adequately resolved.• Perform post-resolution follow-ups to help desk requests.• Identify, create and enforce select help desk policies and procedures.• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.• Manage all audio visual equipment and requests for support, to include WebEx.• Exercise excellent customer service and communication skills to effectively solve staff IT related issues and interface with all levels within the institute.• Provides support for MS Exchange enterprise email and corporate messaging systems, including Blackberry and Iphone.

Chantilly, Va

Alexandria, Va

Help desk support technician responsible for support of over 1000 user’s nation wide. Support any IT related problems such as first level support for network and phone issues, remote desktop support for any OS or software related problems. Physically repairing any PC issues in the Alexandria home office.

Support all IT related duties in the Company. Including the day-to-day operation of RDA’s entire computer network. These responsibilities include, but are not limited to, Workstation (Including laptops) configurations, acquisitions, setup, troubleshooting software & hardware, repairs. Monitor all servers (daily) for defragmentation, viruses, security, & errors. Responsible for all audio/visual equipment in the Manassas as well as the Fredericksburg offices. Maintenance of local network, backups, archiving and restoration of all digital information using DVD’s, CD’s, Magnetic Tape (Symantec Backup Exec 11d) and Volume Shadowing for both locations. Help Desk / End-user support for hardware, software, Printers, & Plotters. Worked with multiple servers running Windows Server 2000 and 2003. Administered & updated Microsoft Exchange Server 2003. Cleaned, maintained, and repaired office printers and wide format plotters. Researched newer technologies and cost alternative options to ensure optimized user environment. Review and test all software and hardware upgrades/patches for compatibility prior to implementation for end users.

Herndon, Va

Help desk support technician. As the only support technician in the Herndon office I was in charge of setting up and handling any network or IT issues that came up during our move from Washington D.C. to Herndon Va. Set up 45 workstations and patched all network and phone ports. Set up new computers for new users, repaired and reconfigured used PC’s for use in the office. Also handled any audio/visual needs and the phone system. All with very little supervision. Main operator of the Xerox 2045 DocuColor printing system with booklet maker.