Julio Thompson

Served as a Level III escalation point for internal facilities management and proprietary fintech applications, ensuring zero-downtime deployments through rigorous QA of enhancements and bug fixes. Led root-cause analysis, collaborated with development on fixes, and improved adoption via technical documentation and targeted spot training.

Enhanced ServiceNow change management by defining technical requirements, conducting UAT, and updating ITIL process documentation. Provided Level II troubleshooting for enterprise endpoints and secure access (Wyse terminals, RSA tokens, VPNs, SCCM) while partnering with QA, Legal, and Compliance to meet disaster recovery and quality controls.

Managed IT asset lifecycle in ServiceNow, coordinating deployments, recoveries, and inventory control for a large user base. Configured Avaya telephony and network switch ports, delivered executive-level AV/video conferencing support, and provided 24/7 on-call emergency IT coverage for high availability.

Migrated IT support ticketing from MS Access to ServiceNow, streamlining incident tracking and resolution workflows. Administered LMS training records with 100% accuracy, including user enrollment, certification tracking, and audit-ready documentation.

Acted as the highest point of escalation for complex Office 365, Exchange, and Active Directory issues globally, consistently exceeding SLA targets while maintaining high customer satisfaction. Used PowerShell to troubleshoot deep O365 account configuration and PST migration failures, and collaborated with engineering to reproduce bugs, develop test cases, and deliver patches.

Provided specialized technical support for SiteMinder products to enterprise clients across the US and Brazil, leveraging fluent Portuguese to manage customer needs. Logged and resolved complex configuration issues in Salesforce CRM while meeting global SLAs/KPIs and escalating critical infrastructure problems to Level 2 support when required.

Delivered trilingual IT support across multiple regions by managing user provisioning, Active Directory password issues, and remote access troubleshooting via ServiceNow. Supported Citrix environments, SAP provisioning, Cisco telephony, and updated Point of Sale (POS) systems across the Americas.

Provided global Level II support, managing ServiceNow incident tickets for users across the Americas, Europe, and Asia. Administered security protocols and password resets across enterprise systems, and troubleshot remote access issues involving Wi-Fi, VPNs, and RSA security tokens.

Processed complex government loans (FHA/VA/FNMA) while delivering high-quality bilingual customer service to borrowers and investors. Developed client training materials and maintained procedural documentation to improve processing efficiency.

Earned an Associate of Arts in Business Administration & Management in 2011.

Completed a Certification in Information Systems from 2009 to 2010.

Earned an Associate of Arts in Human Resource Management in 2007.