Michael Thomas

Delivered frontline support across clinical and administrative systems, consistently closing 30-50% of IT/Help Desk tickets daily while reducing average resolution time. Led small-scale implementation projects including PC/Mac rollouts, AV systems, and teleconferencing tools.

Configured and deployed 200+ telemedicine machines during COVID-19, enabling remote patient care and staff collaboration. Upgraded 900 iPhones, 300 iPads, and 100 Zebra label printers, ensuring seamless functionality for clinical workflows.

Managed 30 agents across multiple U.S. offices, optimizing Help Desk workflows and improving SLA compliance. Spearheaded OS migration from Windows 7 to Windows 10, reducing downtime and increasing user satisfaction.

Installed and configured Cisco routers and switches, monitoring network performance against SLAs. Researched and recommended network/security upgrades, improving uptime and safeguarding sensitive data.

Supported 140+ clients and 300+ events annually, including high-profile trade shows and medical associations. Delivered technical troubleshooting for CRM systems, peripherals, and access issues, increasing agent productivity by 15%.

Managed inventory and logistics operations in a high-volume facility.

Validated and entered high-volume data with 99%+ accuracy.

Activities and societies: Member, National Society of Leadership & Success (NSLS), WGU Chapter

Pursuing a B.S. in Information Technology, with an expected completion in 2026.

Completed CompTIA A+ and Network+ training in 2019.

Studied Computer Information Systems during two periods: 2001-2003 and 2014-2015.

Completed 8-Hour and 16-Hour Security Guard Certifications in 2012.

Earned a Medical Billing & Coding Certification in 2010.