This is my Current Resume as of January 2016

1. Peyton Randolph Thomas
4203 W. Eva Street Phoenix, Arizona 85051
M: (602) 741-3214
peytonthomas2014@hotmail.com
Executive Summary
 Comprehensive hands-on experience with Active Directory, Windows Systems Engineering and Citrix XenApp.
 Infrastructure Engineer / Senior IT Support Technician with over 12 years of experience as an IT professional.
Certifications / Affiliations / Professional Development
 MCSE 2000
 Network + 2000
 A+ 2000
Technologies Summary
Data System Security, PCI, PHI, PII, Financial, Property and Confidential, Cisco-Router Configuration (advanced), Active
Directory Administration, Microsoft Exchange- set up and administration. Network and Junior Server Administration
SCCM, Remote Support with multiple platforms including Citrix XenApp, Radmin, Windows Remote Desktop, Bomgar,
IntelliAdmin, Juniper, Citrix trouble support local and over VPN, Firewalls, VMware, Helpdesk/Desktop, Distributed and
Mainframe Support (AS400, IMS, CICS, UNIX), Basic scripting, Remedy, some Cisco-Router Configuration. Sophos UTM
Administration, IT Site Project Management,
Professional Experience
ARIZONA Department of Transportation – Phoenix, AZ 12/2015 – Current
SERVICE DESK WINDOWS 10 MIGRATION S.M.E
 Support ADOT’s approximately 4,000 employee, MVD Authorized Third Party vendors, other State
Agencies needing to connect to ADOT, etc. This is not a call center for general public calls authorized
users of AFOT System.
 Build Window 10 Knowledge base in software installation and configuration.
 Managing and resolving Incidents, Problems and Requests regarding the migration.
 By phone call, email support ADOT users assisting them over the phone or utilizing remote desktop
software to assist in the configuration of the migration.
SONOBELLO Aesthetic Physicians, PC – Scottsdale, AZ 6/2015 – 12/2015
IT SERVICE DESK TRAM LEAD
 Support Nationwide Enterprise Windows, IOS devices including IPhone and Android
operating systems.
 Maintain Knowledge base in software installation and configuration.
 Hardware Management up workstations & peripheral devices.
 Assist in the utilization and configuration of all new technologies.
 Network Management including setting up and troubleshooting networks.
 Versatile at problem solving.
 Change Management documentation and reporting.
 Video Conferencing and file sharing software

2. TRIWEST HEALTH ALLIANCE – Phoenix, AZ 10/2014 – 05/2015
IT DESKTOP SUPPORT ANALYST – Contract – AppleOne
 Technology Systems Support Subject Matter Expert for Hardware Deployment and Software Migration to
Windows 7 utilizing System Center 2012 R2 Configuration Manager, User Data Preservation and Ender User
Data Migration.
 Executes routine tasks and accepts and resolves escalated support issues from end users.
 Technical Support Specialist for Service Desk Support Staff,
 Mentors less-experienced Technical Support Analysts. Provide formal or informal knowledge sharing regarding
the use of new and existing technologies and firm processes.
 Maintains desktop security standards and policies relating to system access over networks.
ARIZONA GAME AND FISH – Phoenix, AZ 07/2014 – 08/2014
Software Hardware Infrastructure Engineer – Contract – MODIS STAFFING
 Worked Information Technology Systems to process Hardware Deployment and Software Migration to
Windows 7 utilizing System Center 2012 R2 Configuration Manager, User Data Preservation and Ender User
Data Migration.
 Estimated hardware Deployed 80-100
 All Intake hardware was held for GenWorth On sight IT Department.
 Worked Information Technology Systems to process Hardware Deployment and Software Migration to DELL
KACE Software Deployment tools, User Data Preservation and Ender User Data Migration.
 Estimated hardware Deployed 80-100
 All Intake hardware that was not refurbished was D-BAN for resale
Reflex Traffic Systems – Phoenix, AZ 11/2009 – 05/2014
IT Desktop Support Technician
 Responsible for technical support via telephone, Skype, IM, Email, and in-person.
 Support included Active Directory Administration, Network connectivity, Email administration (Exchange) as
well as VPN, mobile devices, and other server related issues while utilizing Juniper or Citrix XenApp.
 Routing unresolved support tickets to the appropriate applications/network teams for resolution.
 Support and administration of the Windows server OS (W2003 R2 and W2008 R2), including installation,
Active Directory and Winapplication level support.
 Troubleshoot and determine causes of operating errors and decide what steps to follow to resolve.
 Desktop Inventory management – Ownership of the upkeep of the Desktop and laptop inventory, owning the
accuracy and tracking of all devices.
 Under general direction, responsible for activities related to installation, maintenance, configuration, and
tracking of IT computer equipment and peripherals in compliance with standards.
 Maintain a high degree of contact with users (phone, e-mail, hardware .i.e. laptop, desktop or any issued
hardware.) to respond quickly to their changing needs.
 Account Security and End User Access Administrator, with user access based on Active Directory information
created by Systems team.
 Become familiar with available help resources (CRM/Knowledgebase) stay updated on technology changes or
problems. Become familiar with IT policies, services, and staff. Escalate calls to other members of the IT staff
when necessary.
 Maintain discipline and professionalism during all interactions and in all verbal or written communications.
 In-depth knowledge of PCs, Windows OS and Desktop, Microsoft Office & Outlook and Outlook Web Access
and remote management/control tools Radmin, and Microsoft Active Directory, Exchange, SCCM.

3. User Access Security Administrator
Blue Cross Blue Shield of Arizona 11/2009 – 10/2010
 Identify complex problems and review related information to develop and evaluate options and implement
solutions
 User ID and Password support, Active Directory knowledge, Packaging with Microsoft ENETO, Remedy,
TrackIT.
 Performs downloads and loads software as needed and provides LAN support.
 Maintains consistency with company policy for both hardware and software.
 Works as a team member in implementing and supporting open systems and the corporate technology plan.
 Identify complex problems and review related information to develop and evaluate options and implement
solutions
Amazon.com – Phoenix, AZ 2008 – 2009
Senior IT Technician
 Range of support includes, but is not limited to, PC desktop hardware, operating systems, networking, the office
automation suite of functions installed on desktop PCs, and specific software applications associated with the
Production Floor support on hardware and software.
 UNIX/Linux base familiarity and process improvement on documentation of desktop devices and applicable
software Wikipedia
 Support activities include problem investigation, resolution, follow-up, and continuous improvement, and
ensuring compliance to enterprise standards and guidelines regarding client hardware and software support.
 Account Security and End User Access Administrator
Dignity Health
IT Systems Support Specialist 2006 – 2008
● Diagnosed and Assisted with software issues with both standard and proprietary applications.
● Supported users in networked environments with communication issues.
● Diagnosed software issues with both standard and proprietary applications.
● Assisted with hardware issues to facilitate efficient routing of trouble tickets.
● Account Security and End User Access Administrator
American Express Company – Phoenix, AZ 2002 – 2006
Senior Network Analyst
 Handling escalation processes and mentoring other support professionals while working via phone, email, and
chat.
 Project Management in leading onshore and offshore teams in development efforts of all scales, including minor
site enhancements.
 Responsible for the strategic development and implementation of cost-effective training and support solutions
that are designed to provide improved productivity, streamlined operations, and faster access to critical
information.
 Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer
problems.
 Participate in quality assurance procedures, verifying customer service calls taken by the other agents, provide
constructive feedback to agents, and adhere to the specific support levels that have been purchased by the client.

4. IBM Global Services Help Desk – Phoenix, AZ 1998 – 2002
Senior Help Desk Analyst
 Account Security and End User Access Administrator, Email support, configuration. VPN and dial-in remote
support, Novell and NT support, NAC.
 MS Office, Proxy, IMS/CICS, Support User Network connectivity Citrix XenApp,
 Remedy Ticketing and Problem Management
 Customer Support & Satisfaction – Achieved high level of customer satisfaction through patient, methodical
approach to problem resolution, with majority of calls resolved within company’s 10-minute requirement.
 Turned around tense situations with irate customers into positive outcomes.
 Professional Development – Expanded background knowledge in Windows, Mac, and email implementations
and reconfigurations.
Education / Professional Development
 Rio Salado Community College – Computer Science – Phoenix, AZ
 Status System Certification -2001
 A+ Certified
 Network+
 Security+
 MCSE-
 Citrix Xen App