Michael Thompson
St Louis
Summary
Information Technology Specialist with over ten years of hands-on experience providing level two support and maintaining compliance in cybersecurity. Expertise in troubleshooting, utilizing Active Directory, and software installation to enhance operational efficiency. Committed to contributing to team success and overcoming technical challenges.
Overview
9
9
years of professional experience
Work History
IT Infrastructure – SR Analyst
BJC HealthCare
09.2021 - Current
- Diagnosed and resolved technical issues, including system crashes, slow performance, and network connectivity, improving overall system reliability.
- Analyzes, develops, modifies, installs, tests, and maintains operating systems and application software.
- Managed permissions and access to network resources through Active Directory, including adding and deleting computer accounts.
- Provided level two support to end-users for laptop, desktop, and peripheral issues, enhancing user satisfaction and minimizing downtime.
- Developed skills in network configuration and troubleshooting for LAN, VPN, and Wi-Fi environments.
- Installs software using Microsoft Endpoint Configuration Manager.
- Partners with outside vendors to resolve issues relating to software applications.
- Supported compliance efforts by ensuring accurate record-keeping.
Information Systems Security Specialist
SSE, Inc.
02.2021 - 07.2021
- Monitored alerts and responded to security incidents in alignment with established policies and best practices.
- Conducted continuous monitoring activities, gathering evidence through reports, screenshots of internal software, and data exports for internal and external compliance officers.
- Coordinated the flow of information between business organizations within the client enterprise, including communication on the status of incidents to the leadership team for incident response and reporting.
- Coordinated incident handling and resolution efforts with partners.
Information Technology Support Specialist
Centene
03.2020 - 02.2021
- Troubleshot technical issues through up to 60 customer calls daily, enhancing user satisfaction and resolution speed.
- Provided technical assistance to users with hardware and software issues, maintaining operational functionality of company infrastructure.
- Troubleshoot Active Directory issues and create user accounts.
- Utilized Cisco AnyConnect to remote into user computers to help them with their account issues.
- Utilized ServiceNow ticketing platform to submit escalated calls for efficient issue resolution.
Project Management Technical Specialist
Retail Technology Group (RTG)
07.2019 - 07.2020
- Oversaw 15 technicians in Point-of-Sale server migration and Windows 10 upgrade projects for multiple restaurant chains, ensuring timely and efficient implementation.
- Provided Help Desk support and first-tier resolutions to restaurants having any terminal issues or downed servers.
- Identified, documented, and escalated issues that affect the client and associate’s ability to navigate software platforms to Developers for investigation and resolution using NetSuite.
- Downloaded, installed, and configures software used by clients, such as Team Viewer and Aloha.
- Assisted with onboarding and training new Service Center Associates on the technical issues they might encounter.
Asset Prevention Specialist
Home Depot
03.2017 - 05.2019
- Patrolled and monitored property to ensure safety and security for customers and employees.
- Made three to four security stops per day, preventing financial losses caused by theft and fraud.
- Conducted investigations into employee theft and fraud, contributing to a secure workplace.
- Observed employee committing timecard fraud by taking unrecorded breaks, which led to termination.
- Delivered two-week loss prevention training for new Asset Prevention Specialists.
- Documented apprehensions and recoveries in detailed case reports to support loss prevention efforts.
- Assisted operations at multiple store locations across the St. Louis metropolitan area.
- Worked with law enforcement to support their investigations.
Education
Master of Science - Cyber Security
Maryville University
10-2020
Bachelor of Arts - Criminology
Maryville University
05-2006
Skills
- Windows & Linux Systems
- Network security
- System Deployment
- Virtualization Software
- Cisco AnyConnect
- Network troubleshooting
- Active Directory
- Service Now
- Software installation
- Desktop software
- Remote Support Solutions
- Hardware troubleshooting
- End-user engagement
- Customer Service
- Leadership
- Directory management
- Directory management
Timeline
IT Infrastructure – SR Analyst
BJC HealthCare
09.2021 - Current
Information Systems Security Specialist
SSE, Inc.
02.2021 - 07.2021
Information Technology Support Specialist
Centene
03.2020 - 02.2021
Project Management Technical Specialist
Retail Technology Group (RTG)
07.2019 - 07.2020
Asset Prevention Specialist
Home Depot
03.2017 - 05.2019
Master of Science - Cyber Security
Maryville University
Bachelor of Arts - Criminology
Maryville University