Sean Thomas
@seanthomas2
I resolve service desk issues across identity, endpoint, VPN, and Windows environments.
United StatesWhat I'm looking for
I'm currently supporting NIH employees and external users through General Dynamics Information Technology/Evolver Inc., handling account administration, certificate renewals, multi-factor authentication registration, and mobile-device lifecycle management.
I've delivered mission-critical help desk support for SSA clients at Koniag Technology Solutions/Tuknik Government Services, helping users work securely through Cisco AnyConnect VPN, Active Directory, Dell/Evidian ESSO, and SCCM. I also supported residents and staff at Erickson Senior Living across a heterogeneous device environment, including access restrictions for healthcare applications and resources.
I value attentive customer interactions, practical solution planning, and documenting results. I communicate next steps and policy requirements clearly by phone and email, troubleshoot Windows login and device issues, and escalate tickets to specialist teams when needed to maintain service quality.
My technical foundation includes Windows, Microsoft 365, Azure Entra ID, VMware vSphere, endpoint management, network troubleshooting, and Java configuration. I'm certified in VMware Data Center Virtualization, CompTIA Server+, CompTIA A+, AWS Cloud Practitioner, and HDI customer service.
Experience
Work history, roles, and key accomplishments
Service Desk Agent (NIH)
General Dynamics Information Technology/Evolver Inc.
Jan 2022 - Present (4 years 7 months)
Assisting employees and external users with account administration tasks, including self-service password resets, account unlocks, certificate management, and multi-factor authentication registration. Effectively conveying next steps and policy requirements via phone and e-mail, and escalating tickets to specialized teams to uphold quality of service.
Education
Degrees, certifications, and relevant coursework
Community College of Baltimore County
Associate of Science, Computer Science - Information Systems Management
Graduated with an Associate of Science in Computer Science - Information Systems Management, with competencies in computer programming and information systems/general management.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
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