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 by the location.• 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