Jason Thomas
Objective:
To obtain a
position with a corporation that allows for advancement in both
learning potential and professional development. While bringing
over 5 years experience and education in project management and
computer networking to the business.
Qualifications Summary:
Ability to work
efficiently in a fast paced environment, while managing multiple
assignments simultaneously
Exceptional
communication and customer service skills and experience
Excellent customer service towards high profile clients while
managing their expectations
Exemplary written and oral communication skills
Bachelor of
Science in Technical Project Management Experience in
troubleshooting/managing OCS end-users with a focus on
VoIP/UC
Use of my
leadership skills allows me to mitigate customer
disputes/complaints while maintaining a focus on critical project
deliverables
Self-motivated
& team-oriented
Understanding
& experience with Microsoft's Business Productivity Online
Service Dedicated Offering
Education:
Bachelor of Science in Technical Project Management Program,
ITT-Tech, Everett WA
Associates of Applied Science - Computer Network Systems, ITT-Tech,
Everett WA
Diploma, East High School, Salt Lake City UT
Employment Experience:
Tier
2 OCO/SPO Support Engineer II/Technical Partner Lead, at Microsoft
through National
Communication Services, Inc., Bellevue, WA Feb. 2010 -
Present
•
Continuously
identify and implement new processes and procedures to raise
productivity levels for all team members
•
Provide weekly
and monthly reports to stakeholders concerning the health of the
products and action plans to increase/keep product health in the
green
•
Write up
resource wiki's, how to guides, and troubleshooting
documentation
•
Maintain calm
work environment under stressful and/or crisis situations
• Trained other
team members in their responsibilities
•
Collaborate on
cross-team and cross product technical issues by working with
resources from other Microsoft groups as needed
ECS/OCS Tier 2 Team at Microsoft through National
Communications Services, Inc., Bellevue, WA Sept. 2008 - Jan.
2010
• Collaborate
with the Project Management Office and Tier 1 Subject Matter
Experts to provide feedback, training, and improve processes
• Provide a measured quality of service for MS Communicator, MS
Communicator Web Access, OCS Web Conferencing, UC Telephony, and
Communicator Mobile
• Document processes and policies
• Provide added value via a team environment which involve Real
Time Collaboration products
• Fast and easy Change Control process, which means direct
communication to Tier 3
• Collaborate with
other support teams in IT such as AD engineering, messaging, and
telephony
• Responsible for
writing up resource wiki's, how to guides, and troubleshooting
documentation
• Train other team
members in their responsibilities
• Coordinate and
dispatch technicians to assist end-users with OCS hardware
issues
UC
Support/SIPESC Tier 2 Team, National
Communications Services, Inc., Bellevue, WA Mar. 2007 - Sept.
2008
• Documented
processes
• Documented role and responsibilities
• Maintain/update manuals for voicemail administrators and hardware
technicians
• Supervised audits on telecom equipment
• Supervised hardware deployment projects across multiple
teams
• Provide training to other team members
Achievements:
Member of the Project Management Institute (PMI) 08/08 -
Present
Bachelors of Science in Technical Project Management
09/07-09/09
Supervised the ITT Tech Red Sun Capstone Project 06/09-08/09
Deans List several times during TPM program at ITT Technical
Institute 09/07 – 12/08
Associates of Applied Science degree - Computer Network
Systems
Supervised the ITT Tech Render Farm Capstone Project
06/07-08/08
Deans List several times during CNS program at ITT Technical
Institute 09/05 – 09/07
Missionary for the Church of Jesus Christ of Latter-day Saints
Riverside CA 10/02 – 10/04
Achieved Eagle Scout from Boy Scouts of America 07/93
SOFTWARE
SKILLS
• Proficient
with Word, Excel, FrontPage, PowerPoint, Access, Windows XP,
Windows Vista, Windows 7, Visio,
Outlook, Project, SharePoint, PowerShell, & Live Meeting
• Windows Server 2003 & 2008, Exchange Unified Messaging
(Exchange Server 2007), Office Communications Server
• Microsoft Service Enterprise (MSE powered by Siebel & built
on Microsoft SQL Server
2005)
• Understanding of MIIS & MMSSPP
• Avaya Unified Messaging and Legacy Octel Voicemail Systems
• DynaCom/ProComm (Terminal Emulation Program for Telecom Switch
work)
• Putty (Terminal Emulation Program for telnet into switches)
• Linux
• MAC OS 10
• I3 Interactive Administrator for IP Telephony
• Ability to install software and troubleshoot minor hardware
issues
• Understanding of TCP/IP
• WANs, LANs, Home networks, NATS, Wireless routers, &
Firewalls
• RapidWeaver (website development software)
HARDWARE
SKILLS
• Cisco
Switches
• Troubleshoot Computer Hardware (mainboards, RAM, NICs)
• Troubleshoot Telecom hardware issues (hardware,
cabling)