Thomas Wear

Experience

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  Spokane Falls Community College

  Jan 2012 - Dec 2013

  Lab Tech, Mentor

  Aided first quarter students by making sure they knew where their classes were, knew how to find the answers they needed for things that come up as they adjust to college life and expectations, study habits, I also acted as a liason for new students to find their way to all of the activities on campus. I gave them weekly updates to find things that could help them when they needed it. As a Lab Tech I fixed computers for people who brought them in broken. I aided other lab techs in making sure that all updates were on the computers in the computer science rooms and occasionally tutored other students when they came in and asked for help.I tutored outside of school to adults in other professions who were smart in their respective careers but just didn't understand certain things about working with computers. Was the project manager for the 3-D printer at Spokane Falls Community College. Show less

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  Information Resource Management INHS Spokane Washington

  Mar 2014 - Apr 2014

  Windows 8.1 Deployment Team

  Worked with a team of other technicians to assist Information Resource Management (a division of Inland Northwest Health Services) to do a rapid deployment of Windows 8.1 across the entire INHS network. Ran down network connection problems updating group policy and installed apps using SCCM and via tunneling to correct network locations to do manual installs. Did image transfers of windows 8.1 operating system onto both new and old systems and resolved issues with installation.

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  Cerium Networks

  Dec 2014 - Dec 2016

  Customer Support Center Intake Specialist

  First line of support for customers who call in with issues with telephony equipment and network related issues. Use CRM, ServiceNow, or Salesforce ticketing systems to enter information related to the issue. Ask informed questions in order to be able to narrow down the possible cause of the problem. While on night shift I was able to do more investigative questioning in order to help as tier one support to try to help resolve the problem before waking an on call engineer. Helped with process creation for other intake procedures. Show less

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  The Spokesman-Review

  Mar 2017 - Mar 2022

  Systems Support/Help Desk Technician

  I worked for the Spokesman but our job covers several of Cowles Company subsidiaries. I deploy Microsoft Windows 7,10 computers and tablets including Surfaces. I maintain, update, upgrade, and repair Windows, Macs, and smart phones for the company. I am a Verizon S.P.O.C. (Single Point Of Contact) for the corporate Verizon account. In that part of my job I order, replace, upgrade phones as well as keep track of who has what device and work as a liaison between Verizon and the department managers who get the bills from Verizon every month to make sure the bill is correct. I also go through the account to see if we have devices that we are being billed for or phone numbers that are not being used. I helped save one of our departments over $400 per month on their bill by going through their subaccount account for them. I use trackit as a ticketing system in order to receive help desk tickets from employees in every department. The problems range everywhere from not being able to connect to a printer to a printer not working for various reasons including network, hardware, or software. I also receive tickets for Mac products as well as Windows. Those tickets have such a varied problem that it would be impossible to list them all here. Whether the problem is software, hardware, network, or systems related it is my job to figure out what is wrong and repair it. Microsoft Office and Office 365 is our main Suite of interoffice software. There may be problems with the exchange servers or with other servers that could cause problems within Office or the problem could be a local setting on the computer itself. Whether it be locked out of their network account using active directory or emails only showing headers and not the body of the email, or whether the problem is that somebody accidentally deleted their entire .pst folder I can help them. There is more that I do for this job but I am nearly out of room. Show less

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  EnerSys

  Nov 2022 - now

  IT Process Administrator/Help Desk