Mary Diania Thompson has over 18 years of experience in information technology roles, including positions providing tier 1 helpdesk support, data analysis, and desktop services. She has a background working for large financial services companies. Her technical skills include Windows, Office 365, networking, and several programming languages. Currently, she works as a help desk support specialist and has held prior roles performing user acceptance testing, reporting, and call center productivity analysis. She aims to help users solve technology problems and ensure smooth implementation of new systems.

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Mary Diania Thompson
Chicago, IL 60637
773-954-0035
MsMary7255@gmail.com
https://www.linkedin.com/in/marydthompson
Information Technology Professional
Tier 1 Helpdesk Support Specialist with a basis in customer service. 18 years of experience working in
Fortune 500 Financial Services companies and global organizations. Extensive background in data and
systems analysis in a call center environment including merchant dashboards and agent productivity
analysis. Strengths include process management and documentation, application testing and
reporting, and preparing monthly management reports.
Certifications / Technical Proficiencies
Certifications: CCNA, CCENT
Platforms: Windows 7/8.1/10
Programs: Microsoft Office 365, Microsoft Professional Office Application, Active Directory
Networking: TCP/IP, ISO/OSI, UDP, Ethernet
Wireless: (802.3, 802.11 B,E,G,N)
Software: Aspect –eWFM; Avaya; Teradata- SQL; Crystal 10; Symposium, Cognos Report
Work Experience
National Able Network, Chicago, IL 2016
Help Desk Support/Desktop Services
Primary responsibility is to provide first tier end-user support via telephone in Help Desk Environment.
Secondary responsibility is to provide face-to-face support to end-users as directed by the Manager, IT
Operations.
 Work with users to solve problems with available technology including hardware, software and
peripherals.
 Ghost Image and hand-load Windows.
 Install hardware, software and peripherals. Troubleshoot basichardware and software problems.
 Perform IT Orientation for new employees.
 Perform general tasks to aid in the ongoing support of the client server environment.
 Manage and document resolutions in assigned work queue to ensure that issues are resolved in
a timely manner and appropriate trouble ticket documentation is captured.
Capital One, Rolling Meadows, IL 2012 - 2015
Data Analyst/UAT
Analyst responsible for managing and supporting processes for call center agent compensation plans.
Published ad-hoc and scheduled reporting for Partnership back office teams and merchants.
Comfortable working with both domestic and international teams.
 Recognized for the ability to “put oneself in the users’ shoes” during testing of new and existing
call center software

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 Designed test cases and executed test plans using Agile methodology for back office and call
center desktop / portal applications that ensured virtually no defects when rolled out to users
 Produced reports on UAT team findings
 Performed triage, troubleshooting and analysis of issues and failures reported by team
members to determine if the issue was a defect, enhancement, or user-error.
 Reviewed and understood defects entered by IT team members, then translated those into
actionable items
 Worked directly with the Application Developers
 Played an integral role in the testing, training and flawless implementation of a web based
commercial call center productivity tool that involved the remediation of 108-10 MS Access
databases across six teams
 Identified a gap in systemdocumentation and created a quick start guide that helped agents
seamlessly transition to the new call center productivity tool and ensured an overall successful
implementation
HSBC /Household Finance- Retail Services, Mettawa, IL 1998 - 2012
Business Information Analyst
Operations Specialist responsible for call center productivity/incentive reporting, application testing
of call center software, and call center system control audits and collection letters maintenance.
 Created and updated call volume forecasts, agent profiles, and agent schedules for call center
teams in the Aspect EQ Workforce Management System to guarantee the accuracy of reporting
and database access
 Investigated and resolved incident tickets that occurred in call center reporting applications
 Managed four merchants specific service level agreement (SLA) reporting dashboards using the
Six Sigma business model
 Maintained weekly and monthly ranking reports for over 200 customer service agents with a
99.97% overall data accuracy rate.
Volunteer Experience
Angel of God Resource Center, Inc. Riverdale, IL 2012 - Present
MIS Analyst/Workshop Instructor
 Design and update agency website, facilitate workshops and provide administrative support
 Create all forms, brochures, quarterly newsletters used for advertising and program
testimonials
 Ensure databases are up to date by entering data and making necessary changes/additions
 Provide administrative support to Executive Director and other colleagues as needed
 Facilitate workshops as needed including Financial, Leadership, and TeamBuilding and create
relevant manuals, PowerPoint presentations, and handouts.
Education
IT Career Lab – Chicago, IL 2016
Cisco Certified Network Associate Routing and Switching-CCNA
Cisco Certified Entry Networking Technician-CCENT