Thomas Krumm Email & Phone Number

Davenport, FL

• Provided support and high priority information to technical and executive clients.
• Responded to global network service outages, application and server failures.
• Furnished technical teams and executives with information on outages that impacted their respectivedepartments and regions.
• Hosted conference bridge calls for technical teams to collaborate and initiate solutions.
• Provided technical support to end users, Tier 1/Tier 2, and field support teams troubleshooting MS Windows,MS Office, authentication, and mobile device connectivity.
• Administered and maintained network user, computer, and enterprise accounts using Active Directory,and Exchange admin center.

• Furnished technical and executive clients with high-priority support and information.
• Gathered pertinent information related to company global outages.
• Communicated information to technical staff and executives on outages that impacted their area ofresponsibility.
• Initiated communications using MS Outlook, MS Teams, and Slack for application and network teams tocollaborate to resolve priority ServiceNow trouble tickets.
• Supported end users, field teams and Tier 1/Tier 2 support desk analysts with troubleshooting and diagnosingproblems with connectivity, user account authentication, and applications both proprietary and industry.
• Administered and maintained network user, computer, and enterprise accounts.

• Performed duties as a Help Desk Support Technician for a wide range of users at many different skill levels.
• Provided technical support to employees at all levels while maintaining Service Level Agreements.
• Detailed problem descriptions and all follow up details to resolution in Remedy ticketing system.
• Troubleshot, diagnosed and resolved client issues by phone, email and remote tools.
• Administered and maintained network accounts and group memberships with Active Directory.
• Assisted remote users with connection to network using VPN, and Citrix client software.

• Provided Help Desk and Desktop Support for clients at all skill levels.
• Responsible for troubleshooting all desktop, laptop, thin client and printer related problems while maintainingService Level Agreements.
• Detailed client issues and all follow up information using CustomerQ ticketing system.
• Troubleshot, diagnosed and resolved client issues using phone, chat and remote tools.
• Administered and maintained network accounts and permissions.
• Assisted remote users with connection to network using VPN, and Citrix client software.

• Performed duties as a Customer Support Technician and assisted in the daily management of the senior support team.
• Monitored incoming calls and distributed Tier 2 trouble tickets.
• Maintained daily and monthly call volume and quality reports.
• Provided senior support to clients on LAN/WAN, dial-up connectivity, and OS problems.
• Troubleshot a variety of communications, network, printer, and software related conflicts.
• Supervised and trained entry-level technicians for communications, network, printer, and OS issues.

• Provided Tier 1 phone support to clients on Novell 3.11 network with Windows NT 4.0 desktops.
• Troubleshot and resolved client password, user account, communications, and printer issues.
• Kept detailed records of trouble tickets and maintained Service Level Agreements.
• Printed daily reports, uploaded/downloaded files using proprietary and industry standard software.