1. Pierce J. Thompson
3323 Iowa St. #558, Lawrence, KS, 66046
(785) 764-3751
pjthompson@live.com
Help Desk Technician
Profile 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

2. 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 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.
May 2015 –
January 2016

3.  Research difficult, district-wideor 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, transfer data,
examine issues, configure machines, etc.
Anderson Rentals, Lawrence, KS
Rental 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, KS
Product 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.
January 2015
– June 2015
November
2014 –
January 2015

4. Johnson County Community College, Overland
Park, KS
Client 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 and teammates.
Lawrence Public Schools, Lawrence, KS
PC 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, KS
Rental 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
Oct 2013 –
November
2014
Aug 2013 –
Oct 2013
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

5. 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