Thomas Shick Email & Phone Number

United States

Lowell. Ar

• Follows through on complex customer service issues that involve extensive coordination with other areas of IT and Arvest. Ensures Service Desk is following through with required action items and manages communications and expectations with customers.• Monitors the performance of the customer service desk team, spotting trends and identifying anomalies for escalation to management.• Actively redirects and manages workload to ensure efficiency.• Produces reports summarizing the work effectiveness of the service desk team.• Is responsible for the onboarding and training of new technicians.• Supports technicians when call volume exceeds normal capacity.

Lowell, Ar

Assisted Service Desk Supervisor with Quality Assurance for Service Desk Technicians.*Assigned call gradings*Completed call gradings on Service Desk Technicians*Ran Individual Development Planning sessions with Service Desk Technicians*Trained and onboarded new Service Desk Technicians*Lead team huddles to go over changes that could potentially affect the team for the upcoming week*Updated the teams on call calendar*Managed communication to the bank group coming from the Service Desk*Monitored ticket queues and escalated tickets to check for quality to ensure that all needed info was present*Assisted with phone calls when the queue became very busy

Lowell Ar

Provide customer support through phone calls and email systems. Assist with installing, updating and troubleshooting multiple software applications. Assist in training and furthering the knowledge of new Service Desk Technicians.

I maintained a variety of different pieces of equipment; such as communications vehicles, computers, radios, projectors, printers, ect.

Captain Patrick Grainey - (503)-551-8434, (301)-744-1066Worked extensively with the following RF Telecommunications systems and associated equipment: AN/PRC-152 Multiband Radio System, AN/PRC-117F Multiband Multi-Mission Radio, AN/PRC-150 Multiband High Frequency/Very High Frequency Radio, AN/VRC-103 Multiband Vehicle Radio System, CYZ-10 Cryptographic Data Transfer Device, KY-99 Advanced Narrowband Digital Voice Terminal, Motorola XTS/XTL 5000 Land Mobile Radio Systems, Incident Command Radio Interface (ICRI) and MACOM Land Mobile Radio Systems.Provided on-site telecommunications support for numerous inter-agency joint-level exercises and real- world events to include: 2012 Republican National Convention, 2012 Democratic National Convention, and multiple Presidential State of the Union Addresses, 2012 NATO Summit.Operated the Advanced Liaison Vehicle (ADVON) and Unified Command Suite (UCS), providing uninterrupted voice and data communications for both real-world and training exercises. Employed both voice and data communications using various RF platforms and Ku, X Band, BGAN satellite terminals and the Motorola Point to Point Microwave Communications system.Telecommunications Supervisor for unit level Command Operations Center (COC). Supervised telecommunications personnel ensuring lines of communications, both data and voice, were open to forward deployed elements.Managed the inventory and distribution of over 650 on contract Verizon cellular devices to include Blackberries, cellular telephones, and Air Cards.Managed and supervised over 10 personnel of varying occupations specialties, balancing the needs of higher headquarters with the capabilities of the personnel under my charge.Supervised accountability of over 100 Controlled Cryptographic items worth over $2 Million.Provided onsite assistance to NMCI field services with systems installation and hardware and software roll outs and upgrades, throughout the workplace.

providing PC and Client/Server tech support for the United States Marine Corp. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades. I am experienced in technical call center operations, providing service by communicating effectively with the members on my team and the users that we support in a day to day environment as well as in deployed environments.