Abraham Thomas

Experience

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  ST THOMAS EVANGELICAL CHURCH OF INDIA QUEENS PARISH

  Jan 1999 - Jan 2023

  Director of Audio Visual Services

  -Optimized 5-member team through creating a system to provide technical and A/V support, training department members, and supporting department staff in providing technical coverage.-Achieved consistent network uptime by designing, developing, and providing maintenance to the internal network, managing all troubleshooting within the church’s public access system.-Safeguarded the network and applications against malicious threats, malware, and security concerns by providing product management for all IT-related matters.-Streamlined workflow by testing functionality, replacing or repairing hardware or A/V equipment, and overseeing all aspects of audio/video production for weekly and special events.-Added value by maintaining routers and cables, depending on functionality and lifecycle, and ensuring that all network safeguarding policies were followed and enforced.-Generated support for the customer by providing live-streaming and Zoom sessions during pandemic operations and creating and implementing smart network automated controls. Show less

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  The Home Depot

  Sept 2006 - Mar 2009

  Department Supervisor

  - Received awards for exceeding Tool Rental net income goal and outstanding performance in operating expense control -Managed a staff of 6, excelling in fostering a collaborative team environment while executing performance reviews, scheduling and time sheet approvals, weekly reports, and product inventories-Adept at building rapport and motivating staff to build a strong team environment-Delegated weekly tasks and shifts, serving as liaison between Sr management and staff-Earned recognition for maintaining excellent customer service and driving an increase to returning customers Show less

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  Sears, Roebuck and Co.

  Apr 2011 - May 2012

  Service Representative

  - Processed orders at checkout and assisted customers with location of hard to find items-Educated customers about products and provided suggestions based on their needs-Provided excellent customer service, consistently earning above average feedback from customers and was specifically requested for assistance

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  The Great Atlantic & Pacific Tea Company (A&P)

  May 2013 - Sept 2014

  Front End Associate

  • Delivered excellent customer service to diverse customer base by processing transactions efficiently and accurately, while connecting on a personal level• Assisted customers with loading their vehicles and maintained organization of carts in the parking

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  AST

  Jan 2021 - Jan 2022

  Team Lead

  -Part of the PM Supervisory/in charge team-Trained and managed a group of up to 15 employees.-1St point of contact for technical support issues with remote Citrix software.

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  Activu

  Jan 2022 - Jan 2024

  Technical Support Engineer

  -Design, implement, and maintain clients AWS cloud environments for remote administration of display software-Main point of contact for AWS cloud administration, trouble tickets, and configurationConfigured cloud environment to follow principle of least privilege by implementing role based access to lessen risk exposure-Managed relationships for 20+ clients by ensuring proprietary display software adheres to SLAs to maintain successful operations-Work cross functionally with account manager and customer to support pre-sales efforts as technical subject-matter expert to ensure software implementation is executed effectively and efficiently-Support, triage, and troubleshoot issues for platinum level domestic and international customers with proprietary software to restore operations -Documented known issues and solutions in Jira for QA department to decrease time spent on recurring implementation problems-Developed client Salesforce profiles for new builds and projects to successfully transition account from implementation to support, including system configurations, security requirements, emergency contacts, and other critical information-Utilized Salesforce support queue to manage, document and escalate support tickets and reach out to POC to remediate issues in a timely manner Show less