This resume is for Nashona K. Thompson, who has over 25 years of experience in computer support and technical roles. She currently works as a Technical Analyst for Carolinas HealthCare System, where her responsibilities include responding to customer requests, documenting issues, and routing complex problems. She has held several other technical support roles, and has expertise in areas like Active Directory, ServiceNow, and various Microsoft applications.

1. ____________________________________________________________________________
Nashona K. Thompson
211 Heritage Blvd., Unit#610, Fort Mill, SC 29715 Mobile: (704) 915-1550
Email: nashonath@yahoo.com
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Summary of Qualifications:
 Results driven Computer Support Professional with 25+ years of computer software and
technical support experience.
 Possess expertise in the efficient coordinating and managing of daily departmental
operations, knowledgeable handling of computer related processes and successful
resolution of problematic issues.
 A motivated self-starter with the ability to excel in fast-paced environments, ability to be
productive in respect to time-sensitive matters, and the ability to maintain a high level of
integrity regarding highly confidential matters and projects, and high level of customer
service interactions.
 Possess above average communications and interpersonal skills, strong organizational
skills, listening and questioning skills, and an analytical aptitude.
Education:
A.A.S, Data Processing, Minor in Business Programming, Community College of Philadelphia,
Philadelphia, PA, December 1996
Professional Experience:
Technical Analyst - Associate – 40+hrs/wk April 2016 – Present
Carolinas HealthCare System
 Respond to and resolve customer requests, in relation to break-fix issues, software, hardware,
mobile devices and network operations connectivity and difficulties.
 Accurately document calls and incidents in Service Now ticketing system
 Maintain data accuracy in the contact management system
 Assign incidents and requests to the correct support group
 Routed more complex issues to resolver groups customer support.
 Act as a single point of contact on incidents and problems logged
 Perform appropriate diagnostics to initiate problem management workflow process
 Provide clients with a reference number for their incident/request
 Maintain and managed accounts in Active Directory (public and shared), group/distribution
lists, and mailboxes, ensuring appropriate rights and permissions.

2. Nashona K. Thompson
Services Support Rep 2 – L1 Agent, 40+hrs/wk Oct 2015 – Feb 2016
Unisys Corporation
 Respond to and resolve customer requests, in relation to break-fix issues, software, hardware,
mobile devices and network operations connectivity and difficulties.
 First Level telephone and other media contact support.
 Accurately document calls and incidents in Service Now ticketing system
 Maintain data accuracy in the contact management system
 Assign incidents and requests to the correct support group
 Routed more complex issues to L2 and resolver groups customer support.
 Act as a single point of contact on incidents and problems logged
 Perform appropriate diagnostics to initiate problem management workflow process
 Provide clients with a reference number for their incident/request
 Maintain and managed accounts in Active Directory (public and shared), group/distribution
lists, and mailboxes, ensuring appropriate rights and permissions.
 Discover and document process and procedures which need to be published to the team or on
the Knowledgebase.
Senior/Lead Technician, 40hrs/wk
Sygnetics, Inc., Service Disable Veteran Owned Business Jan 2015 – Oct 2015
 Image new computers by formatting with required government domains and other
information independently (Department of Veteran Affairs - Augusta, GA, Columbia, SC,
and Biloxi, MS site locations).
 Update computer systems with required software applications for each user.
 Remove old computers and accessories and Install new computers and accessories as
required.
 Provide desk-side support on how to access old and new software applications and
documents.
 Create and maintain accounts in Microsoft Exchange and Active Directory (temporary and
permanent) folders (public and shared), group/distribution lists, and mailboxes, ensuring
appropriate rights and permissions
 Diagnose customer reported incidents of Information Technology.
 Identify technology problems, determined accuracy and relevance of information and use
expert judgment to generate and evaluate alternatives and to make recommendations.
 Routed more complex issues to Tier 2 and Tier 3 customer support.
 Inventory personal computers, monitors, printers and other peripherals using the Intermec
CK30 handheld scanner.
 Educated and assisted associates as needed with the operation of their new personal
computer.
 Practiced a high level of confidentiality in the course of my work.

3. Nashona K. Thompson
Customer Service Associate, Human Resource Assistant, 40+hrs/wk
Morgan Thermal Ceramics Jul 2011 – Oct 2014
 Provided administrative support for the Environmental Health and Safety (EH&S)
department and administrative and Human Resource support for the Human Resource
department.
 Provided customer service, product support for any shipping, scheduling, and/or
manufacturing issues.
 Provided account support on new accounts and existing accounts via the account credit
department.
 Practiced a high level of confidentiality in the course of my work.
Operations Administrative Assistant, 40+hrs/wk
Schenker Logistics Nov 2009 – Dec 2010
 Provided administrative support for the General Manager, and Operations Manager.
 Created and generated monthly reports using KRONOS, and Microsoft Excel.
 Managed and maintained the Time Management System via KRONOS Global Workforce
Central for approximately 300 employees.
 Overseen the distribution, completion, and collection of attendance sheets, time off requests,
shift swaps, and Human Resource related forms.
 Managed and maintained employment personnel and training files.
 Initiated and processed new permanent and temporary employee with new KRONOS
Identification numbers with finger scans and manually update the information in the system.
 Educated and assisted associates as needed with the operation of KRONOS time
management system.
 Planned and organized the process of badge distribution for all new and current associates
with the Security office.
 Provided technical support to the General Manager and Operations.
 Served as a liaison between associates, management, and the customer.
 Managed and maintained the Schenker Logistics PPE supplies and Office supplies for the
Augusta site.
 Managed daily operations and process bi-weekly, time for exempt and non-exempt associates
and weekly time for temporary associates to ensure accurate payroll processing.
 Recommended new or modified work methods, management processes to resolve issues.
 Practiced a high level of confidentiality in the course of my work
Office Specialist, Human Resource Benefits Assistant I, 40+hrs/wk
Medical College of Georgia Apr 2006 – Sep 2009
 Assisted students and faculty with using PULSE (Personalized Universal Live Student
Environment) and WebCt Vista.
 Assisted staff and faculty as needed with the processes of WebCt Vista, WebXtender,
GroupWise, Banner 7 and Crystal.

4. Nashona K. Thompson
 Created and generated reports using WebXtender, Banner, Crystal, Microsoft Excel and
Quick Base.
 Educated staff and faculty on the operation of computer devices, software applications and
forms.
 Provided technical support to the Associate and Assistant Dean and other faculty.
 Provided administrative support for the Office of Student Affairs and Assistant Dean.
 Overseen the distribution, completion, and collection of course grades, class rosters,
curriculum inventory reports, and course offering forms.
 Ensured student compliance with clinical agency requirements.
 Coordinated and overseen student registration.
 Managed student records.
 Served as a liaison between students, faculty, and campus student service departments.
 Designed, organized and distributed monthly electronic student newsletter.
 Assisted with student recruitment activities.
 Recommended new or modified work methods, management processes to resolve issues.
 Practiced a high level of confidentiality in the course of my work.
Technical Proficiencies Include:
 ServiceNow (SNOW)
 Active Directory
 Systems, Applications and Products (SAP Symphony and Legacy systems)
 Entrust Identity Guard
 VMware vSphere Client
 HP Service Manager
 Airwatch Console
 Citrix Servers
 Cisco
 e-Service
 SCCM (System Center Configuration Manager)
 Microsoft Exchange via Veterans Affairs IT environment
 User Driven Installation (UDI) wizard
 CDM Quickbase
 AS 400 (JDE Systems)
 Oracle SunGard Banner 7
 KRONOS Global Workforce Central 5.1
 Adobe Acrobat 6.0, 7.0, and 8.0 Professional
 Oracle PeopleSoft
 QuickBase
 WIMBA Blackboard Collaboration
 Crystal Enterprise 10.0
 Macromedia Dreamweaver 8
 Tegrity 2.0
 PULSE (Personalized Universal Live Student Environment)

5. Nashona K. Thompson
 Microsoft Office Suites (Word, Excel, PowerPoint, Publisher, Lync & Outlook) and various
industry specific applications.
Specific Areas of Expertise Include:
 Provide hardware/software support for employees, employers, users and customers
 Provide technical support and customer support for employees and employers using Word,
Excel, PowerPoint, and other required software.
 Maintained, monitored, and created system databases
 Email handling and Portal design
 Installed, removed, tested, and troubleshoot software and hardware required for personal
computers
 Perform initial setup of personal computers
 Liaison for vendors, and contracted companies
 Systems administrator for HR and Payroll Systems
 Type 45 wpm
Certifications and Clearance:
 Federal HIPAA Certification: Department of Veterans Affairs
 Privacy Security Rules of Behavior: Department of Veterans Affairs Office of Information &
Technology (OI&T) Security: Date, 2014 / 2015
 Background, Full Investigation Accepted Adjudication: Date: January 2015
 Federal Security Clearance: Department of Veterans Affairs, NACI (National Agency Check
with Investigation)
Volunteerism/Committees and Organizations:
 Tabernacle Baptist Church – Multimedia Ministry and IMPACT Team Ministry
 Morgan Thermal Ceramics Safety Committee
 Morgan Thermal Ceramics Events Committee
 Medical College of Georgia Privacy & Security Compliance Sub-Committee
 Medical College of Georgia Podcast & iTunes Communication & Training Team
 Medical College of Georgia School of Nursing Staff Council
 Medical College of Georgia School of Nursing Scholarship Committee
 Medical College of Georgia School of Nursing Alpha Upsilon Phi Leadership Committee
 Medical College of Georgia School of Nursing Convocation Committee
 University Hospital Miracle Mile Walk
 Ronald McDonald House – Plane Pull