Thomas Hanson Email & Phone Number

San Francisco, CA, US

• Resolved escalated IT issues for VIP’s and end users, ensuring resolution within SLA standards for complex issues.
• Implemented proactive monitoring tools and automations, reducing resolution times by up to 30% and mitigating recurring ticket trends / manual tasks.
• Developed and maintained extensive knowledge base, reducing escalated tickets through comprehensive documentation and providing technical coaching to endpoint technicians.

US

• Quickly and accurately diagnose advanced client technology issues using specialty software.
• Created automated toolset that improved repair efficiency by over 200% consistently.
• Improved repair queue management for client repairs, communications, and shipping. Reduced turnaround time by 250%.
• Ensured compliance with company procedures, back-end operations, and client data privacy regulations with 0 incidents.

US

• Responsible for the check-in (troubleshooting) and check-out (demonstrating repairs) experiences.
• Used problem-solving skills and technical knowledge to quickly diagnose and determine causes of various client issues.
• Process open box units, service claims, and device setups.

Morrisville, NC, US

• Assisted 300-400 monthly customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues.
• Created automated script to reduce repeat dispatch rate (RDR) by nearly 5-10% and reduce after call time by 98% to meet SLA goals.
• Advised and educated customers through a combination of experience/documentation to ensure a solution.
• Provide closed-loop feedback on recurring issues with teammates and relevant engineering staff.

Richfield, Minnesota, US

• Responsible for providing a world-class experience and expert service throughout customer interactions.
• Understand and be able to handle all aspects of the sale including protection plans, payments, and credit card applications.
• Develop, maintain and communicate strong, up-to-date knowledge of products and sales.

• Led development of full-scale application for large-scale tourist attraction with thousands of monthly viewers. Implemented software and hardware to create the effect of full motion through pre-defined tour files setup.
• Managed communication between project lead and coordinator to setup and optimize software for multiple onsite locations.

Computer Science, Information Technology

Computer Science, Information Technology

High School Diploma