Thom Ruley Email & Phone Number

Columbus, Ohio Area

- Math/Science specialist- Maintain educational continuity in high schools and middle schools in central Ohio

Columbus, Ohio Area

• Coordinated repairs of servers for numerous vendors and customers• Coordinated support for servers, primarily Dell and Hewlitt-Packard• Arranged for parts and technicians to be present on customer sites in order to complete repairs• Explained computer hardware and software as needed to non-technical personnel• Provided courteous and knowledgeable service to customers on multiple continents• Examined case queues proactively, identifying and acting on opportunities to move… Show more • Coordinated repairs of servers for numerous vendors and customers• Coordinated support for servers, primarily Dell and Hewlitt-Packard• Arranged for parts and technicians to be present on customer sites in order to complete repairs• Explained computer hardware and software as needed to non-technical personnel• Provided courteous and knowledgeable service to customers on multiple continents• Examined case queues proactively, identifying and acting on opportunities to move cases toward resolution• Contracted ended when major support client changed support provider Show less

Columbus, Ohio Area

- Assist network engineers, system administrators, backup engineers and similar professionals with advanced support for industry-leading backup software- Advise best practices for setup, retention policy, backup verification, disaster recovery- Support by email and by telephone- Due to nature of software product, provide customers with information needed to maximize value when contacting third-party vendors for support- >95% case resolution rate

Columbus, Ohio Area

- Math/Science specialist- Developed novel teaching strategies for chemistry and biology. Created and implemented science curricula for long-term substitute teaching assignments. Performance recognized with placement on preferred substitute lists at several schools and direct requests by teachers for my services.- On teaching assignments, identify IT issues (e.g., boot issues, damaged network cables, display issues) and provide Tier 1 support for students, teachers and network… Show more - Math/Science specialist- Developed novel teaching strategies for chemistry and biology. Created and implemented science curricula for long-term substitute teaching assignments. Performance recognized with placement on preferred substitute lists at several schools and direct requests by teachers for my services.- On teaching assignments, identify IT issues (e.g., boot issues, damaged network cables, display issues) and provide Tier 1 support for students, teachers and network admins.- Advise students as needed regarding appropriate use of computer and network resources- Develop and implement solutions for variety of A/V and other technical issues as they occur in classrooms Show less

Columbus, Ohio Area

• Fortune 500 health insurance company• First-line support for EMRs, Windows, network hardware, servers, security, etc.• Supported end-users on rapidly-growing network with > 20,000 users.• Maintained high FCR while gaining new skills on daily basis• Provided technical support for wide variety of applications, both internally and externally developed.• Consistently exceeded expectations of position, routinely taking >100 calls/week (90 minimum)• Developed efficient… Show more • Fortune 500 health insurance company• First-line support for EMRs, Windows, network hardware, servers, security, etc.• Supported end-users on rapidly-growing network with > 20,000 users.• Maintained high FCR while gaining new skills on daily basis• Provided technical support for wide variety of applications, both internally and externally developed.• Consistently exceeded expectations of position, routinely taking >100 calls/week (90 minimum)• Developed efficient yet courteous and empathetic rapport with end users.• Work was recognized with two contract renewals Show less

Columbus, Ohio Area

• 6-month project to relieve excessive call volume on IS Support Desk• Large healthcare network containing 11 hospitals and numerous outpatient facilities• First-line support for EMRs, Windows, network hardware, servers, security, etc.• Supported end-users on network spanning >40,000 computers, >10,000 printers and >500 servers.• Supported end users of over 800 active configuration items.• Interacted with over 100 specialist IT teams, with >98% of escalations… Show more • 6-month project to relieve excessive call volume on IS Support Desk• Large healthcare network containing 11 hospitals and numerous outpatient facilities• First-line support for EMRs, Windows, network hardware, servers, security, etc.• Supported end-users on network spanning >40,000 computers, >10,000 printers and >500 servers.• Supported end users of over 800 active configuration items.• Interacted with over 100 specialist IT teams, with >98% of escalations routed correctly• Provided technical support for 5 EMR systems.• Took over 40 calls per day (led department call volume in June), with average call times in the 7:00 – 8:00 range.• Assisted with projects to repair/improve IT infrastructure.• Developed efficient yet courteous and empathetic rapport with end users.• Improved FCR from 30% to 60% in first months• Project ended when call volume decreased after migration to EPIC 2015 Show less

Medical Clinical Sciences/Graduate Medical Studies

Advanced biomedical coursework taken between 2004 and 2008

Master Of Science (M.S.), Biology

Bachelor Of Science (B.S.), Biology Major, Chemistry Minor, Cum Laude

Activities and Societies: Hospital Volunteer work