Curtis Thompson
Details
Information Technology
Sullivan University
2020 : 2023
Bachelor's degree
Communications
Canisius College
2000 : 2005
Cardinal Hayes High School
1996 : 2000
Evercore Wealth Management, LLC
Information Security Analyst
2021 : 2022
Evercore Wealth Management, LLC
Help Desk Administrator
• Troubleshoot issues related to Wi-fi, LAN, VPN, Citrix for remote users.
• Troubleshoot Office extend setups
• Provide step by step assistance for setting up Network printers and scanners
• Setup VoIP phones and triage issues to escalation team.
• Remote troubleshoot issues related to Windows 10 and Microsoft Office
• Grant permissions for various applications via Active Directory.
2020 : 2021
Baird
Service Desk Technician
- Replace PCs that are 3-4 years old within client sites
- Perform needs assessment (hardware & software) on the existing PC and build the replacement for clients
- Schedule In place upgrades with the individual end client to coordinate with their schedules
- Troubleshoot any issues that come up and escalate to the appropriate channels as needed
- Work with the SCCM team to make sure that packages are ready to go and equipment is ready for deployment
- Utilize User State Migration Tool to assist with the upgrade.
2019 : 2020
Papa John's International
PC Upgrade Specialist
- Simultaneously troubleshoot multiple desktop hardware, software and other proprietary systems via telephone, email or live chat.
- Utilize web-based ticketing system to log and track average 45 new incidents daily
- Occasionally remote in to colleague’s device for in depth troubleshooting.
- Escalate unsolvable issues to appropriate Tier 2 and 3 technicians.
- Maintain company standard of 75% First Call Resolutions daily.
- Document in detail all troubleshooting steps performed.
2019 : 2019
Marsh & McLennan Companies
Service Desk Analyst
Skills
Access Control Management, Android, Cat5e, Cat6, Cloud Computing, CompTIA, Comptia A+, CompTIA Network+, Computer Hardware, Computer Hardware Troubleshooting, Computer Networking, Computer Network Operations, Customer Service, Desktop Computers, Google Docs, Hyper-V, Hypervisor, Information Technology, IP Cameras, IT Operations, LAN, Local Area Network (LAN), microsoft excel, microsoft office, Microsoft Outlook, microsoft powerpoint, microsoft word, Military, Military Experience, Mobile Device Management, Navy, Network Administration, Networking, Office 365, Operating Systems, Organizational Leadership, PowerPoint, Printer Support, Security+, Security Clearance, ServiceNow, Software Installation, Software Updates, System Center Configuration Manager (SCCM), Technical Support, Troubleshooting, Virtual Private Network (VPN), Wide Area Network (WAN), Windows, Windows 10, Military Operations, Food Service, Lawn Care, Painting, DoD, Operational Planning, command, event planning, information assurance, project management, security, team building, Organizational
About
The achievement I'm most proud of was realizing that people are your most valuable asset for success.
It has always been easy to me to learn a new skill or take the lead in a project and be successful at it. I had never really seen the value of accomplishing a task as a team. After running so far, I realized that I was easily able to get things done quickly on my own but my race would be over quickly if without the help of others.
Thankfully through some trials I had to undergo in a couple of positions, I was able to turn what could have become enemies into trusted coworkers and friends. This proved invaluable. Now even though It felt like I had wasted to much time not trying to excel on my own, I realized that experience was the best teacher.
I hope to share my experiences with others and learn from them.
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