Thomas Hanks Email and Phone Number

- Analyzing Escalated Tier 3 to analyze and identify root causes and create process and documentation to prevent future issues.- Incident Management on a weekly rotation for Outages and Major Incidents.- Providing Data Analytics reports leveraging Eg. Innovations, SNOW, Power BI and other tools to ID root causes of major incidents and locate gaps for process and productivity improvement.- Leading project teams to resolve and improve technology services identified in Analysis.- Knowledge Base creation and updates for T1 thru T3 and application support documentation.- Change Board representation, providing input and updating my team for impact, communication and documentation before implementation.- Primary tools used and proficient in, 0365suite, Lean Kit, Power BI, MECM, Azure/AD, PPM, Citrix DaaS, SharePoint, SNOW and Ping one/Yubikey administrative consoles just to name a few.

Hybrid 2nd Line Service Desk Analyst:~ Drove the IT build out of our new Scottsdale office including organizing procurement, storage, inventory, installation, reception and configuration of all onsite IT equipment including the logistical movement from a temporary space to permanent. ~ Took over operations project management of Scottsdale build out to ensure SLA's and go live schedules were met and communicated throughout the business on progress.~ Setup and administration of all onsite IT equipment including, Cisco VC units for meeting rooms, Cisco switch and network integration, mapping and setup of V-LAN operation for remote terminals, wallboard terminals and monitors.~ Reconfiguration of electrical and data drops to meet the changing needs during the project and identification of troubled process and remote management.~ Helped with training new hires while reporting to offsite supervisor.~ Daily handling of calls and emails to troubleshoot issues to completion.~ Daily interactions with internal clients with a customer service approach to resolution of technical issues.~ ID and Incident Management for issues escalated past the 1st line~ Application support, troubleshooting and administration consisting of, Office 2010 to O365 enterprise in multiple VM environments and MS servers. Account creation and administration of multiple US and over seas industry specific insurance and underwriting applications, Cisco TMS/Web-Ex integrated Video conferencing and scheduling support, AD, MIM, RDC, terminal services, VIOP configuration and hardware setup, Cisco Router mapping, desktop hardware setup and configuration, Android and IOS based mobile device and laptop setup for VM remote use, Windows 7 and 10 VM's, along with owning and solving other IT related issues that arise with business needs.~ Working calls and incident resolution, thru multiple KB platforms; CRM, MS Teams, SharePoint and Confluence

• Working as a contractor at various IT project support sites, server/network/desktop installs, Office and OS refresh projects for Tech Data and other Field Nation customers.• Implementing my job experience and current IT education repairing HP/Dell/IBM and other servers as a certified tech, setting up and troubleshooting POS systems, VOIP and system, small and ongoing projects for companies who need the good reliable tech in short order. Consistent work with Tech Data.

* On a short term contract helping providing exceptional immediate onsite support and new employee laptop and desktop installs and refreshes.* Troubleshooting systems and hardware for current customers/end users in the IT service center.* Assisting in project work when needed.

~ Worked as a fulltime contractor with a small upgrade team for United Planners in Scottsdale helping with a desktop/server refresh, replacement and upgrade project from Windows 7 to 10 and O365 using corresponding security software as it pertains to the financial industry.~ Desktop Troubleshooting local and remote, complete office support including local lan, printers and every day technical issues presented with 50+ and expanding, local and remote users company.~ Application support and administration, including Salesforce, email, AD, MS OS and O365 Office administration, applications and company/ financial industry specific applications like SAP and Salesforce.~ Installation and setup of DNS/DHCP and VM servers during W10 upgrade.

~ Software support, installation, troubleshooting and administration at the desktop level.~ End-user LAN/WAN support, Wi-Fi setup, configurations and administration.~ Systems administration, including Cisco and Meraki cloud and local network utilities, Share Point, MS Exchange and AD, SQL, Sales Force, STG internally hosted websites for client interactions and ordering integrated with Navision, Office 365 +VOIP, Logmein remote interface and many project based online software administration.~ PC, Network and Cloud based solutions support, imaging, and management.~ Managed network security controls, access management and security system monitoring. ~ Provided project support for internal migration of servers and various IT refresh and EOL replacement projects.~ Complete executive and support to 50 local and 80-100 remote end users regularly. ~ Responsible for all onsite IT support, setup and troubleshooting~ Supported email migrations from onsite MS Exchange environment to the 365 cloud including VIOP and phone porting.~ Assisted migration of all IT systems throughout two company acquisitions.~ Managed building maintenance for 3 office locations hands on, security and NOC support.~ Managed distribution, approval and asset recovery, usage, employee tracking and reporting for corporate TD quarterly reports without software based asset management system in place.~ Managed ISP, mobile phones/air cards, VOIP systems, porting, approval and distribution of assets.~ Complete Network, server, AD, exchange, and web-filter security policy tracking and reporting.~ Provided sales consulting for IT related company products. ~ Stepped in to cover a role at Sunguard Data centre doing Sandbox build of company infrastructures for testing and incident management for issues that arose on AS400/I-90, Cisco Switching, IBM and HP server complete configurations for the testing companies needs.

~ Plan layout and installation of electrical wiring, equipment and fixtures, based on the current job specifications and local codes~ Prepare sketches or follow blueprints to determine the location of wiring and equipment to ensure conformance to building and safety codes~ Site management including material inventory and procurement.~ Made sure industry standards were met and exceeded including current NEC requirements.

~ Led a team from 7 to 30 employees on wire, rail, control and wiring projects across the Skytrain project.~ Direct reporting and organisation of multiple projects with different teams across the project to keep employees safe and productive.~ Plan layout and installation of electrical wiring, equipment and fixtures, based on the current job specifications and local codes~ Prepare sketches and edit/follow blueprints to determine the location of wiring and equipment to ensure conformance to building and safety codes per NEC and local~ Site management including material inventory and procurement~ Made sure industry standards were met and exceeded including current NEC requirements~ Prepare sketches or follow blueprints to determine the location of wiring and equipment to ensure conformance to building and safety codes~ Met and exceeded OSHA standards and implemented heat and confined space safety requirements and supervision throughout project

~ Managed a team of fifteen customer service representatives in a fast paced multiple platform/product call centre environment through coaching, monitoring and process implementation.~ Responsible for the hiring of representatives and conducted, monthly, quarterly, and yearly employee evaluations~ Improved employee performance, retention, and motivation through developing and implementation of web based training modules~ Responded timely and efficiently to employee, student and customer requests for any assistance ~ Problem resolutions and inquiries through inbound calls, email, and written letters~ Handled online payments using online merchant terminal and PayPal~ Communicated and managed customer relations through Skype, email platforms and self automated process.

~ Direct supervisor for leads and foremen for on site projects.~ Implemented and ensured competency and OSHA safty training to workers for installation, maintenance, or repair of existing electrical wiring, equipment, and fixtures. ~ Electrical design and support to leads as work is completed and adjusted specs and pricing for adds.~ Met all deadlines given and followed up on others projects to make sure they were completed on time and NEC requirements were met pre and post inspections.~ Provided preliminary sketches and cost estimates for materials and services~ Purchasing of parts and organizing labor costs~Ensuring my projects maintained a 20% profit margin before flat rate tennant improvement add ons

~ Direct supervisor for multiple employees, leads and foremen on site projects, implemented and ensured training to workers for installation, maintenance, or repair of existing electrical wiring, equipment, and fixtures~ Electrical design and support to leads as work is completed and adjusted specs and pricing for adds.~ Met all deadlines given and followed up on others projects to make sure they were completed on time and NEC requirements were met pre and post inspections.~ Provided preliminary sketches and cost estimates for materials and services~ Purchasing of parts and organizing labor costs~ Special locations and code for Class 1, Hazard 2, working with propane, gas stations top to bottom from running the ridged to pulling and terminating the veder wires.