Thomas Kennedy
Boone
Summary
Results-driven technical support analyst with a strong background in system troubleshooting and configuration. Expertise in resolving intricate technical issues and enhancing documentation for knowledge sharing. Skilled in Azure DevOps and Microsoft SQL Server. delivering exceptional customer service in high-pressure environments.
Overview
9
9
years of professional experience
Work History
Technical Support Analyst, L2
ECRS
Boone
01.2024 - 01.2026
- Delivered exceptional technical support to ECRS customers, ensuring rapid issue resolution.
- Resolved helpdesk requests swiftly, addressing technical inquiries and concerns to ensure customer satisfaction.
- Investigated root causes of incidents, identifying underlying problems to improve future issue resolution.
- Provided timely updates on issue resolution progress via email and phone.
- Researched solutions to complex technical problems using online databases and resources.
- Updated knowledge base documentation to streamline internal processes for technical support operations.
- Supported development team during deployment with guidance on system configuration best practices.
- Assisted in developing policies and procedures for efficient technical support services.
Student Intern With Paragon DevOps Team
Altera Digital Health
Charlotte
06.2023 - 08.2023
- Administered Azure DevOps Server 2019, managing builds, users, releases, and pipelines.
- Managed source control access for multiple repositories including TFSVC and GIT.
- Triaged and supported DevOps requests, enhancing responsiveness for a large development organization.
- Pushed changes through Azure DevOps Pipelines to streamline deployments.
- Reviewed changesets and work items, ensuring successful patching and packaging processes.
- Assisted in branching, building, and packaging escalations for high-severity patient safety issues.
- Provided environment support for .Net, SQL, Web, mobile, and PB applications.
- Collaborated with a globally distributed DevOps team to effectively manage Azure environments.
Intern With Project Manager
Altera Digital Health
Charlotte
06.2023 - 08.2023
- Analyzed status report, risks, and issues register for Paragon ED Triage project to identify critical areas for improvement.
- Participated in Project Team meetings to evaluate project status, risks, issues, and milestones for informed decision-making.
- Reviewed roles and responsibilities for Project Manager and Program Manager to ensure alignment with project objectives.
Banquet Server
NorthStone Country Club
Huntersville
05.2017 - 08.2023
- Resolved challenges during weddings with over 300 attendees, guaranteeing guest satisfaction.
- Worked extended hours, including 12-hour shifts, to consistently exceed customer expectations.
- Executed simultaneous tasks to enhance setup efficiency, ensuring timely event completion.
Education
Bachelor Of Science - Computer Information Systems
Appalachian State University
Boone, NC12.2023
Skills
- Technical support and troubleshooting
- System configuration and resolution
- Incident response management
- Network and IP troubleshooting
- Printer support and maintenance
- EMV and irruption error handling
- Knowledge base management
- Azure DevOps Server expertise
- Jira project tracking
Volunteer Experience
Watauga Humane Society, Boone, NC, Volunteer, 01/01/22, Present, Fostered dogs., Helped with events by walking and caring for dogs., Walked dogs on property for enrichment and exercise., Walked dog and supported WHS in Boone Christmas Parade 2022 & 2023.
Online Profiles
- LinkedIn, www.linkedin.com/in/thomaskennedy33
- Website, WWW: Online Profile
Timeline
Technical Support Analyst, L2
ECRS
01.2024 - 01.2026
Student Intern With Paragon DevOps Team
Altera Digital Health
06.2023 - 08.2023
Intern With Project Manager
Altera Digital Health
06.2023 - 08.2023
Banquet Server
NorthStone Country Club
05.2017 - 08.2023
Bachelor Of Science - Computer Information Systems
Appalachian State University