Thomas Lee Email & Phone Number

San Mateo, California, Us

San Francisco, California, Us

San Francisco, California, Us

San Francisco, Ca, Us

San Francisco, Ca, Us

As part of this project, I was asked to assist with the implementation of Salesforce Service Cloud for internal case management. This project eventually grew into a day to day responsibility to administer and later develop additional features for our service cloud instance. Over the past few years, we have added on multiple departments for case management, developed workflow rules and apex triggers to handle automation, setup WSDL for importing and managing users, and also created a custom email to case on apex as we we found the stock implementation to be inadequate for our needs. I also added vendor management and IT Service Catalog objects, making the service catalog customer visible to improve customer understanding of IT's services.

In this role, I supported a data center environment of roughly 200+ virtual and physical servers running on top of Cisco UCS and VMWare ESX virtualization platforms. Additional daily responsibilities include managing mailboxes and distribution lists in our Exchange 2010 environment, managing passwords and secrets stored in Thycotic Secret Server, and administering two Citrix farms supporting our application virtualization environment. During my time here I also worked on the implementation of Microsoft SCCM system management for our desktop endpoints, migrating from Trend Micro to McAfee Security solutions for endpoint security, implemented Airwatch for monitoring our mobile devices, implemented GFI Languard for improved management of vulnerabilities on third party software and became a key member of the executive support staff providing onsite and offsite support for our senior level executives. I also took the initiative to improve our support for our OS X environment by implementing Apple Remote Desktop and later Parallel's Mac Management for SCCM to provide cohesive support for all our desktop endpoints.In addition to being a systems administrator, I took on the role of being product owner for my SAFE Agile team, writing stories, managing the backlog, and keeping key stakeholders and management informed of the progress of my team's work and making adjustments based on guidance from leadership.

Supported computing equipment and environment for users in various corporate departments through analysis and resoluton of support requests escalated to the tier 2 group. Additional tasks include testing and performing connection setup of video conference systems prior to corporate meetings, maintaining standard disk images for Microsoft Windows PCs and Apple Macintosh systems, creating and maintaining USB emergency repair disks built on BartPE tools, and training new tier 1 and 2 staff in department procedures and protocols.

Davis, California, Us

As the lead of a team of 4 students, I assisted the full-time technicians with configuring desktop and laptop computers to network standards, troubleshooting computer hardware and software problems, backing up and restoring user data using Symantec Ghost and Microsoft Server Resources Toolkit, and training new student assistants in department procedures and protocols

San Mateo, California, Us

As an intern on the IT Service Desk. I inventoried, setup, and deployed computer equipment to users in various corporate departments, developed emergency repair disks on CD and USB flash drive using Bart’s Pre-installation Environment for troubleshooting and recovering data from systems unable to boot into operating system, and deployed a major security update to computer systems throughout the company.