Thomas Thibodeau
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Thomas Thibodeau

Thomas N Thibodeau
49 Drummer Rd, Acton, MA 01720
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SUMMARY OF QUALIFICATIONS
Certified Technical Writer, strong team player, learner and leader with unique IT/writing skillset, and innovative approach to problem solving.


PROFESSIONAL EXPERIENCE

City of Austin July 2014 - December 2019
IT Systems Administrator
? Lead utility-wide project to test, configure and establish standard mobile devices and associated hardware;
? Authored, edited, and maintained user-facing documentation on ITS Wiki and FAQ;
? Conveyed highly complex technical concepts to end-users in order to resolve trouble tickets;
? Communicated effectively both verbally and in writing to interface with members of the IT, vendor and user communities as IT SPOC;
? Managed Windows/Apple mobile devices via Apple DEP & VPP, Airwatch MDM, SCCM;
? Planned, managed and maintained internal IT infrastructure, print servers and other systems, utility-wide, including PrinterLogic and Centreware Web;
? Built and managed Trend Micro Officescan Console, including approximately 1,200 endpoints;
? Upheld IT policies, standards, and security;
? Collaborated with other IT team members on incidents, support requests, projects, and other initiatives;
? Mentored and monitored daily work activities of others;
? Assisted in planning, designing, procuring and delivering software and hardware purchases;
? Provided day-to-day system administration and support in a variety of work environments;
? Installed new specific software releases and upgrades;
? Installed and maintained applications, operating systems, or equipment, to include researching, testing and implementing new technology

City of Austin October 2012 - July 2014
IT Support Analyst
? Provided excellent customer service and support to end users on a variety of computer and telecommunications issues;
? Identified, researched, resolved, or escalated technical problems;
? Conveyed highly complex technical concepts to end-users in order to resolve trouble tickets;
? Authored, edited, and maintained user-facing documentation on ITS Wiki and FAQ;
? Installed, configured, maintained, and replaced desktop & laptop hardware and software;
? Reimaged PCs using Norton Ghost and UIU image(s);
? Reset voicemail passwords via Avaya web application;
? Reset Active Directory accounts and passwords;
Effectively managed and executed multiple priorities and tasks in a high pressure environment.

City of Austin February 2012 – October 2012
Administrative Specialist
? Supervised crew members and assigned tasks related to filing/sorting;
? Added new material to file records, and created new records as necessary;
? Created and maintained instructional documentation for administration staff;
? Eliminated outdated or unnecessary materials, destroying or transferring them to inactive storage according to COA guidelines/requirements;
? Modified and improved filing systems, or implemented new filing systems;
? Created and maintained a timekeeping spreadsheet, utilizing Excel formulas.

Big Brothers Big Sisters of Central Texas September 2010 - October 2011
Match Support Specialist
? Through scheduled in-person, telephone and electronic contact, ascertained that the elements of child safety, match relationship development, positive youth development and volunteer satisfaction were fulfilled and that potential problems and barriers were identified and addressed as early as possible;
? Documented and monitored all elements of match support and supervision;
? Assessed individual training needs, information and support needs for each match participant to assure a positive youth development experience for the child, and successful and satisfying experience for the volunteer;
? Ensured high-level proficiency in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job functions;
? Developed strategic interventions to identify and strengthen match relationships that required extra support to continue to grow;
? Developed, marketed and presented match activities to offer volunteers and children a variety of opportunities for group interaction and agency affiliation;
? Implemented and promoted match activities to support ongoing volunteer involvement through individualized recognition, annual events, and re-engagement strategies;
? Conducted exit interview with all parties at match closure. Assessed reasons for match closure and rematch potential.

EDUCATION
University of Massachusetts, Amherst 2006 - 2010
Bachelor of Arts, English.

CERTIFICATIONS
Ed2Go Online July 2020
Technical Writing Certification

TECHNICAL SKILLS
? Administered/supported: Microsoft Office/O365, Windows NT, Server 2016 R2, Active Directory, Group Policy, MDM/Airwatch, SCCM, Ghost, UIU, Vsphere 6, WinPE, PXE, DHCP, DNS Xerox, HP, Ricoh, Centreware, Trend Officescan, Netmotion VPN, VoIP.