Open to opportunities

Thomas Todebush

@thomastodebush

I troubleshoot technical issues, support customers, and improve service processes through training and knowledge management.

United States

Message

What I'm looking for

I'm looking to apply my technical troubleshooting, customer support, training, knowledge management, and process-improvement experience in a role where I can help users solve complex problems and improve service operations.

I've supported retirement-system members at Virginia Retirement System by resolving online account issues, researching profiles, calculating benefit payouts, and answering questions about benefits, taxes, and retirement qualifications. Previously at KellyConnect, I supported Apple advisors and Stoneridge product owners with hardware, software, and network troubleshooting using Five9, Salesforce, CCaaS, and Microsoft Dynamics.

I've also improved audits, knowledge articles, email templates, and departmental reporting while providing day-to-day guidance to teammates. My background includes insurance website support, claims processing, staff training, and security operations, including being nominated for HDI Analyst of the Year and recognized as Security Officer of the Year.

Experience

Work history, roles, and key accomplishments

Online Assistance Analyst

Virginia Retirement System

Apr 2023 - Feb 2026 (2 years 10 months)

Served as a subject matter expert on retirement benefits, assisting members with account access, online transactions, and inquiries about benefits, taxes, and qualifications. Researched profiles, calculated payouts, and updated member information in the database.

Five9 Customer Service Database Management Benefits Administration Technical Support