Tom Tompkins Email & Phone Number

Maryville, Tn, Us

Knoxville, Tennessee, United States

● Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met.● Provides remote phone and email troubleshooting support for users across the FPS offered products.● Resolve issues using the knowledge-based articles, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.● Work in one or multiple work queues over various customer contact channels.● Lead communication efforts being distributed to 1000+ end-users.● When new solutions are derived to resolve issues, Tier I agents will provide documentation to Help Desk leadership and Knowledge Managers to have new Knowledgebase articles created.● Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution.

Oak Ridge, Tennessee, United States

● Create and submit Knowledge articles and bulletins for publishing in the VA Service Now Knowledge library.● Generate monthly Service Now Ticketing reports.● Testing in MIM Pre-Production Dev Environment – develop PowerShell scripts, create test users, execute synchronization processes during testing.● Review and execute Test Plans.● Monitor the MIM Sync engine dashboard for sync errors, process conditions and proper flow of changes to and from externally connected systems.● Ensure proper management of user provisioning of new accounts, and proper deletion of accounts in accordance with VA policy.● Contact and coordinate with End Users, VA staff and Active Directory admins via TEAMS chat, email, and phone to correct user and group accounts having data integrity or quality conflicts.● Troubleshoot and assist user access to the self-service MIM Portal.● Create End User Training recordings for distribution to Tier 1, 2 and 3 Operations teams.

Oak Ridge, Tennessee

● Manage the daily routine operations and maintenance of IT software system applications● Communicate with end users and understand issues related to end user applications● Provide Tier 1 and 2 support for the VA Community Care Program

A PerfectServe Configuration Specialist supports the implementation of new clinician users by configuring elegant workflow solutions. They must apply advanced knowledge of PerfectServe’s platform with experienced understanding of clinical processes to create designs which engage clinical users and promote process improvement.● Configure solutions for all PerfectServe Programs according to standards and best practices.● Configure and support new physician users associated with existing hospitals and accounts.● Work closely with hospital implementation consultant to determine best solutions for new customers.● Test and QA programming.● Provide technical go-live support.● Support other aspects of C2C and Program implementations.● Support optimization and conversion efforts and special implementation projects.● Pilot collaborative activities with hospital implementation consultant team, including New user recruiting and consultation.● App education and download tracking.● Device testing.● Go-live training.

● Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues.● Troubleshoot customer issue using a variety of resources and active listening skills.Home network setup and repair including:● Wireless configuration for all operating systems including Windows, iOS, OSx, and Android.● Windows network configurations on XP, Vista, and 7, 8 and 10.● Router configuration.Peripherals set up:● TV's● Game consoles● iPads and other tablets● Printer and/or folder sharing● Wireless printers● Other electronic devices as needed

As the Ministry Coordinator, I'm the point of contact for the Ministries we work with, such as pregnancy centers, camps, and other non profit organizations with a 501c3 status.

● Provide inbound software and funding telephone support for credit card processing to merchants.● Support various proprietary software card processing solutions on the Windows platform, including merchant-hosted and Elavon-hosted virtual terminal solutions.● Support various Windows-based card processing peripherals, including MagTek Miniwedge USB card readers, RDM check readers, Ingenico and Verifone pinpads, and Epson and Verifone serial printers.● Support Verifone, Hypercom, and RDM credit card terminals.● Support RDM Synergy all-in-one and RDM 6000i terminal-based electronic check scanners.● Investigate all incoming funding issues and ensure transactions are processed properly through use of real-time transaction audit logs and archive data.● Assist with statement questions, explanations of rates, and best practices to get lowest rates.● Assist Escalations and Product Development with pre-release testing of flagship virtual terminal software.● Perform escalated follow-up calls to merchants with suspected compromised e-commerce solutions in an effort to combat authorization testing and internet-based credit card fraud.● Perform escalated follow-up consulting calls to determine best credit card/electronic check solution for merchant’s environment.● Perform escalated follow-up calls to troubleshoot mobile smartphone processing application on BlackBerry, Android, and iPhone/iOS.

Knoxville, Tennessee Area

● Sets up and produces single or multiple copies of printed, typewritten, or other machine-acceptable original material, using photocopy equipment with reduction, enlargement, collating and binding capabilities.● Provides key services that include correcting stoppages by making minor adjustments, in accordance with equipment manufacturer's operating guides.● Produces single or multi-color documents requiring the merge of covers, text, indices and related items.● Operates binding and other auxiliary equipment.● Performs all phases of equipment set-up, operation and routine maintenance.● Maintains equipment and supplies, to include cleaning and repairing.● May provide customer service, including anticipating customer needs, suggesting alternatives and problem solving, and is able to satisfy those needs with a minimum amount of supervision.● May take customer orders, giving pricing information, performs consultative selling to customers, and explains the benefits of digital printing technology to customers.● Performs multiple tasks at the same time, using automatic equipment capabilities.● May pick up and deliver customer orders.● Collates, sorts and organizes customer orders.● Produces work in accordance to pre-established priorities of customer projects.● May operate the Point of Sale terminal (POS), handles money and makes change.● Follows copying protocol (copyright law, confidentiality, and careful handling of original documents).● Follows instructions of supervisors and assists other team members in performing center functions.