Thomas Fraser Email & Phone Number

Boca Raton, Florida

Field Tech Coordinator - CEMEX, Inc Account (2016 – 2018)I was promoted to coordinate team of 11 remote deskside support technicians providing End User Support at 9 strategic customer locations across the US. This was a new IBM offering in existing client EUS service.PC Depot Coordinator - CEMEX, Inc Account (2015 – 2016)I was promoted to coordinate PC Depot operations with team of 3 build technicians and 2 asset coordinators. I managed the processing of PC refreshes, new hire requests, equipment returns, disk wiping, shipping and leased equipment management.Deskside Support Technician - CEMEX, Inc Account (2014 – 2015)Transitioned from the Ally Bank account to the CEMEX account as a deskside support technician.IBM Deskside Support Team Leader – Ally Bank Account (2011 – 2014)I was hired by IBM to manage a deskside support team (DSS) of 28 technicians at US Ally Bank locations. Interfaced with Ally end users, Ally management and other perform teams assisting with problem resolution. Provided first level DSS tech escalation point.

Ally Bank Account (Formerly General Motors Acceptance Corp.)

I was a senior deployment team member managing deployment projects at Ally Bank locations in US.• Onsite deployment technical lead completing software and hardware deployments. Projects included PC refresh, network server installs and client account management. Project scale ranged from small office, 5-1 users to main corporate admin offices of 200+ users.• Process development and design included developing standard for server build documentation, created process to migrate 6,500 client workstations to Windows XP and created process document which was used to complete GM and GMAC Network Separation project.

Education record

Education record