Pierce J. Thompson3323 Iowa St. #558, Lawrence, KS, 66046

(785) 764-3751pjthompson@live.com

Help Desk TechnicianProfile and Skills

Over three years of experience as a Help Desk PC Specialist at a technology department in a four-year college.

Over a year of experience as a Client Technology Technologist in the technology department of a local community college.

Over six months of experience as a TG Technician in the technology department of a multi-national, Fortune 500 construction company.

Extremely effective communication skills with customer relations, troubleshooting, problem solving, and escalation.

Proficiency in Microsoft Office Suite 2007-2010. Familiarity with Microsoft Sharepoint and Office

365. Familiarity with Microsoft Windows XP through

Windows 10. Familiarity with Apple Mac OSX, Mountain Lion

through Yosemite. Familiarity with iOS and Android operating

systems. Familiarity with trouble ticket systems, including

HEAT, SalesForce, and Service Now. Familiarity with Windows Remote Desktop

Support. Familiarity with Bomgar Remote Support. Familiarity with Xerox, Canon, and HP printers and

copiers; familiarity with Canon and Fujitsu scanners.

Familiarity with SCCM. Familiarity with Active Directory. Familiarity with Dell desktops and laptops,

Microsoft Surface Pro 2/3, and the range of Apple iPads/iPhones.

Ability to troubleshoot and solve multiple hardware and software problems for desktops, laptops, tablets, phones, printers/copiers, and system setups.

Ability to identify and create/implement solutions

for complex problems, from documentation to code-writing.

Perhaps a cliché, but a serious attention to detail, which is important when communicating with high-profile and high-maintenance users, creating documentation, and spotting errors or keywords in dense blocks of text (helpful when parsing through error logs, or debugging code).

Synopsis of Achievements

Wayne State College Researched, implemented, and maintained a new

recycling system for Xerox Genuine Parts. Created and implemented email templates for

various internal department processes. Set up and maintained a Zoneminder server for an

off-campus camera system. Resolved multiple issues with different Zoneminder

servers and camera setups. Promoted to senior technician with added

responsibilities that included assigning tickets, organizing resources, and leading junior technicians.

Kiewit Created the basis of much of the

documentation/checklists for configurations and solutions.

Researched and found the solution to a very complex, frustrating problem for a different district and documented and shared the solution with the district for their use.

Provided on-site support for a district-wide meeting held within the Overland Park convention center for 2+ days; edited audio, video, and graphics for last-minute presentation changes; worked with hotel and convention center staff to provide as seamless an experience as possible for meeting-goers.

Employment (TEK Systems) Kiewit , Lenexa, KS*(Deskside Support) TG Support Prep, install, maintain, troubleshoot,

transfer, and retire office/cubical setups. Field and resolve trouble tickets submitted

May 2015 – January

2016

in-person, over the phone, through the standard chat client (Lync), through email, and through Service Now.

Conduct rounds between the 4 office locations in Lenexa, KS, which included documenting inventory and moving inventory as needed.

Move between several projects, tickets, and communications at once.

Document separations devices, such as laptops, desktops, phones, and tablets.

Document devices needing to be serviced by third-party vendor, such as phones and tablets.

Imaging: ascertain necessary software for user through SCCM lists and cross-reference with imaging library to decide on the most appropriate image to use for the user’s new or replacement device.

Imaging: select necessary image and prep the final OS with specific user-needed software and company-security software.

Take in-person “walk-ins” in the office and support or triage as necessary.

Research difficult, district-wide or company-wide issues and document the solutions.

Submit repeatable issue solutions to the company’s ServiceNow KB for all of company IT and users to access.

Write .bat files for solutions to repeating problems.

Work with both IT and users from different districts to implement or streamline solutions and/or device refreshes.

Monitor inventory and alert procurement technician of low stock.

Stock in-cube and provide users with desktop peripherals such as mice, keyboards, chargers, etc.

Document laptop requests, configure laptops, work with the users, and ship out laptops for users at site across the nation.

Access user devices using Bomgar, RDP, or \\[computername]\c$ to troubleshoot,

January 2015 – June 2015

transfer data, examine issues, configure machines, etc.

Anderson Rentals, Lawrence, KSRental Coordinator Conduct rentals and sales. Load and unload rental and sale items for

customers. Help customers with transactions and

recommendations. Organize daily items for customer pickup. Organize inbound and outbound items for

delivery personnel.

Netsmart Technologies, Leawood, KSProduct Support Representative Take calls from and support clients over

technical issues and guidance. Create cases as needed and fully

document and research both solutions and responses.

Escalate issues as needed. Work closely with team members to

support clients and document issues.

Johnson County Community College, Overland Park, KSClient Technology Technician Review assigned tickets and prioritize as

needed. Configure, install, inventory, and maintain

computer systems for a variety of rooms, including offices and labs.

Back up and inventory computer systems. Create and use images for computer

configurations. Schedule appointments with end-users

November 2014 – January 2015

Oct 2013 – November 2014

Aug 2013 – Oct 2013

and teammates.

Lawrence Public Schools, Lawrence, KSPC Technician Support staff, faculty, and students within

assigned schools on technical issues. Install, inventory, and maintain computer

systems for staff, faculty, students, and classrooms.

Facilitate communication between end-users and the technology department.

Anderson Rentals, Lawrence, KSRental Coordinator Conduct rentals and sales. Load and unload rental and sale items for

customers. Help customers with transactions and

recommendations. Organize daily items for pickup. Organize inbound and outbound items for

delivery personnel.

Network and Technology Services, Wayne State College, Wayne, NE

June 2013 – August 2013

September 2010 – May 2013

Help Desk PC Specialist Set up, install, and maintain computer

and network setups on campus for faculty, staff, classrooms, and labs.

Support users over the phone and in person for a variety of problems including PC troubleshooting, account setups, software and hardware installation, call transfers, and equipment checkout.

Submit, distribute, and escalate trouble tickets as needed.

Troubleshoot student, staff, and faculty PCs.

Education Wayne State College, Wayne, NE 2010 – 2013

Bachelor of Science in Computer Information Systems Degree Focus: Programmer Analyst Relevant Coursework: Microcomputer

Operating Systems, Operating Systems, Computer Hardware, Business Communications

Johnson County Community College, Overland Park, KS XHTML and CSS

2014

*Please contact TEK Systems for employment questions