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S YLV EST ER T H OM A S

4015 Bayard Rd • South Euclid, OH 44121 • 216-482-6731 • slythomas.2008@live.com

IT SUPPORT TECHNICIAN

Ten years of experience in technical support roles where I used my skills and knowledge to produce
quality and efficient service to my customers. Superb communication skills, easily communicating
and introducing technical information to customers and co-workers

S U M M A RY

E D U C AT I O N
New Horizons Computer Learning Center, Garfield Heights 2009-2010
Certifications: Comptia A+
Scheduled to complete 6/2010: Network +, MCP, MCDST

Cuyahoga Community College, Cleveland


PC maintenance and repair

Cleveland State University, Cleveland


Business Administration and Computer Science (2yrs)

TECHNICAL PROFILE

• Operating Systems: Microsoft Windows Vista, XP Professional, Windows Server 2003


installation and support
• Hardware: Workstation deployment and configuration including servers, networking and
troubleshooting printers, hard drive and peripheral component installation, routers and Cat 5
cabling
• Networking Utilities: Active Directory, Group Policy, DNS, DHCP, VPNs, RRAS and Remote
Access protocols, RAID, SMTP configuration, TCP/IP subnetting, LAN/WAN, Ethernet, Wireless
devices
• Security Tools: Firewall and Proxy Server configuration, Antivirus applications, Disaster
Recovery and Remote Management, Fault Tolerance tools, Network Hardening via Intrusion-
Detection/Prevention systems
• Applications: Microsoft Office Suite, MS Project, Vantage, Parature, Freehand,
AutoCAD MCSE
PROFESSIONAL EXPERIENCE

Technical Field Representative: Cleveland 10/2009 - Present


CompuCom Sys. Inc.
• Verify and collect data of devices at site (Cleveland State University) of client (Xerox).
• Enter data into software tool (XTM-Xerox Transformation Manager). Audit and validate data and upload to client
(Xerox).
• Network telephone\VoIP roll out installation, 500 units. (Key Bank)
• PC Refresh, Installation, Configuration and client support for PC’s and Printers. (Avery Dennison)
S YLV EST ER T H OM A S
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PROFESSIONAL EXPERIENCE

Account Support Technician: Cleveland 12/2003 – 4/2009


Xerox Corporation
• Managed customer accounts on site.
• Responsible for Inventory, purchasing, shipping/receiving of products and supplies needed for
client and equipment.
• Maintained and repaired desktops, laptops, copy machine sand printers at customer sites.
• Professional Customer Service and Managerial training and experience.
• Increased service unit level to 97%, 4% above the customer/contract expectation.
• Decreased the number of escalation service request by over 50%.
• Set up equipment for employee use, performing or ensuring proper installation of cables,
hardware, software, and operating
• Direct interaction and support with customer in person and via telephone or email.

Chart Distribution Clerk: Cleveland 2001-2002


Cleveland Clinic Foundations
• Retrieve patient medical records for physicians, technicians, or other medical personal.
• Protect the security of medical records to ensure that confidentiality is maintained.
• Volunteered to assist the IT support team for Health Data Services.

Customer Service/Help Desk: Mayfield Village 1997-1999


Progressive Insurance
• Confer with customers by telephone to provide information about products and services, to
make changes to or cancel accounts.
• Resolve customer’s billing or service complaints.
• Contact customers to respond to inquiries or to follow up with additional information.
• Refer unresolved customer grievances to designated departments for further investigation.
• Educate customers about new and existing services and procedures
• Solicit sale of new or additional services and products.