1. MATTHEW THOMAS
3750 Chimney Ridge Court  Ellenwood, GA 30294
(678) 586-6191  Mthomas002@gmail.com
NETWORK OPERATIONS  TECHNICAL SUPPORT
On-Site Technical Support  Technical Proficiency  Troubleshooting  Solution Focused
Accomplished Technical Support Professional with 15+ years of experience is seeking a new position with a progressive
company.
CO RE CO MPETENC IES
 Windows Operating Systems  Windows Server 2008/2003  MS Office Suite
 Complex Problem Resolver  Active Directory  Power Shell
 Hardware/Software  Multi-Task/Prioritize Effectively  Remote Access
 Imaging Tools (WDS, Symantec Ghost)  Exchange 2010  Technical Support
PRO FES S IO NAL EXPERIENC E
EnproAtlanta,Georgia 2015
Service Desk Analyst II
 Provides support for basic incident resolution and requests reported to the division service desk.
 Responsibilities include initial assessment,triage, research, and resolution of basic incidents and requests regarding the
use of application software products and/orinfrastructure components .
 Uses the appropriate CTI categories for logging incidents and requests.
 Grows general knowledge of current corporate, division, and facility-specific products,increasing ability to resolve
requests on first contact.
 Creates a positive customer support experience and builds strong relationships through deep
problem understanding, ensuring timely resolution or escalation, communicating promptly on
progress, and handling customers with a consummately professional attitude.
 Handles 1st2nd tier support technical problems by telephone and remote activity to resolve first line customer issues to
ensure user satisfaction and productivity.
 Logs and triage of new Incidents and Service requests ensuring that accurate information is captured and documented within the tick
 Completes work tickets within established time frame while handling basic technical problems by telephone and remote activity to re
 Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
 Enter support knowledge into the Knowledge database.
 Evaluates current procedures and processes foraccomplishing department objectives and continuously develops and implements imp
PCM  Roswell, Georgia  2009 - 2014
Network Operations Center Analyst
 Acted as the Point-of-Contact for customer managed systems,service, and device failures/alerts.
 Identified and resolved issues per Service Level Agreements using proper internal and vendorresources.
 Provided thorough maintenance, management, and administration of systems,networks, and infrastructure.
 Daily preventative maintenance checks and services with RDP and Vision App tools.
 Processed Moves,Adds,Changes,Deletes (MACD) on systems,application, and infrastructure services.
 Provided backup and tape rotation administration and coordination with third-party vendor.
 Coordinated with Engineering Level 2 and Engineering Level 3 for issue escalation.
 Helped identify recurring performance issues; Interpret and identify performance trends.
 Provided NOC Support Desk Analyst services during schedule gaps.
 Coordinated Data Center and premise security monitoring via console.
 Utilized Kaseya and Microsoft SSCM 2007 to keep PCs updated.
 Assisted and monitored activities of any users conducting business in any of the Data Centers.
 Configured GPOs for new or existing clients in Active Directory.
Tech Rentals  Norcross, Georgia  2006 - 2009
On-Site Technical Support
 Provided focused support for the configuration and maintenance of client computer running Symantec Ghost.
 Coordinated upgrades with appropriate software packages.
 Steered adequate communication and updates pertaining to status and completion.
 Satisfied user requirements by identifying and procuring necessary hardware and software.
Instawares  Kennesaw, Georgia  2006
Technical Support

2. Matthew Thomas Page 2
 Troubleshoot desktop computers, printers, scanners and scales.
 Provided regular maintenance for user computers.
 Administered network using Active Directory group policy.
DDU Express  Atlanta, GA  2004 - 2006
Technical Support
 Maintained and mitigated problems pertaining to desktop computers, printers, scanners,scales,and the SQL 2000 Server.
 Provided backup and tape rotation.
 Installed and managed all software and produced reports using SQL queries.
CERTIFIC ATIO NS
MCSA: Windows Server 2012 (Ongoing)
ITIL v3
MCTS Exchange Server 2010
Server Visualization with Windows Server Hyper-V and System Center
References: Available Upon Request
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