Thomas Oliver Email & Phone Number

Hauppauge, New York, United States

• Provide relevant infrastructure and network subject matter advice, findings, and recommendations to the executives and end customers for technical issues.• Proactively identify and apply opportunities for continuous process improvement, including the application of technology industry best practices as well as methodology and reporting for process automation.• Provide organizational mentoring in subject matters of VMware, Citrix, Windows Server OS, networking infrastructure hardware, and applications.• Serves as a technology advisor on setting company standards for current and new product and solution adoptions. • Provided technical advice and direction regarding network infrastructure changes, execution plans, software designs, and system architecture designs while identifying how the modification can affect the business.• Work with account managers and advisors to develop project plans, including hardware quoting and software installation in a pre-sales capacity. • Perform any project work needed, especially on newer products we have not installed before. • Lead and work response to large-scale issues, including ransomware attacks and system down issues.

Hauppauge, New York, United States

• Managed the Service Desk and Escalation teams comprised of client support and advanced engineers, including training, development, and performance management.• Work with escalation engineers to troubleshoot and fix a range of server, network, and application-related issues.• Mentored help desk engineers in ways of troubleshooting and fixing issues.• Speak to customers directly to correct issues or require a higher level of support.• Made certain company standards were being followed by help desk employees as well as for work being performed. • Worked closely with account reps to deal with issues that arose at customer accounts.• Performed network discovery at new clients to help find issues.• Helped create an onboarding procedure to check for common issues that may come up at newly onboarded customers to ensure the help desk would have the information they needed to help.• Lead and work response to large-scale issues, including ransomware attacks and system down issues.• Maintain strong working knowledge of pre-release products and take ownership of product improvement in key product areas.• Is sought after by management and peers to help resolve the most technically complex and/or mission-critical system and customer issues.• Key Technical Contact for troubleshooting complex escalated issues – working with the customer, escalation engineers, and technology advisor teams for the resolution of high-impact or pervasive issues.

Hauppauge, New York, United States

• Worked on a wide variety of server and network-related projects.• Perform server, storage, switch, and firewall installations.• Perform deployment of new applications or significant updates to applications.• Perform firmware and VMware-related updates.• Perform network moves and new office setups.• Perform migrations to office 365.• Perform server migrations and virtualizations.• Perform Citrix, Exchange, and VMware server setups.• Follow company standards when installing and setting up new items.• Bring up to company standards items that were found during projects.

Hauppauge, New York, United States

• Perform various bench repairs on laptops, workstations, printers.• Performed workstation and server builds, including hardware and OS installs, including building any need virtual machines.• Facilitate RMA's and warranty part orders and exchanges.• Promoted from Lead Bench Technician to Build Team Lead March 2014.• Streamlined a new server build process that maintained images for mass production of machines.• Automated systems build processes for clients through customized scripting and workflows.• Oversee bench and build team members, including interns.• Promoted to Escalation Engineer May 2015.• Perform advanced problem analysis and isolation of problems of moderate to high complexity included troubleshooting and resolving network-wide outages and issues, server-related issues, as well as difficulties relating to specific applications.• Address escalated tickets identified from the help desk because they required a more specialized skill set or were part of a more significant issue.• Provide technical assistance on VMware, Citrix, Windows server, and networking products to customers of medium to large size.• Assist with project work to resolve issues discovered during escalated ticket troubleshooting.

Hauppauge, New York, United States

• Perform fax/printer repair and maintenance tasks.• Perform repair functions and hardware part replacements associated with workstations, laptops, servers, and all associated peripherals.• Promoted from Printer Technician to Help Desk/Bench Tech L1 Nov 2011.• Installs configure and troubleshoot various PC, Server, Printer, Application issues, and Network issues in the field.• Completed entire workstation and server builds.• Diagnosing, repairing, and configuring systems, laptops, servers, and peripherals across multiple vendor solutions.• Take calls from the help desk queue, troubleshoot the various issues, and provide hardware and software support and technical education to end-users.• Promoted to Help Desk/Bench Tech L2 June 2012.

Holbrook, New York, United States