1. ____________________________________________________________________________
Nashona K. Thompson
211 Heritage Blvd., Unit#610, Fort Mill, SC 29715 Mobile: (704) 915-1550
Email: nashonath@yahoo.com
_____________________________________________________________________________
Summary of Qualifications:
 Results driven Computer Support Professional with 25+ years of computer software and
technical support experience.
 Possess expertise in the efficient coordinating and managing of daily departmental
operations, knowledgeable handling of computer related processes and successful
resolution of problematic issues.
 A motivated self-starter with the ability to excel in fast-paced environments, ability to be
productive in respect to time-sensitive matters, and the ability to maintain a high level of
integrity regarding highly confidential matters and projects, and high level of customer
service interactions.
 Possess above average communications and interpersonal skills, strong organizational
skills, listening and questioning skills, and an analytical aptitude.
Education:
A.A.S, Data Processing, Minor in Business Programming, Community College of Philadelphia,
Philadelphia, PA, December 1996
Professional Experience:
Technical Analyst - Associate – 40+hrs/wk April 2016 – Present
Carolinas HealthCare System
 Respond to and resolve customer requests, in relation to break-fix issues, software, hardware,
mobile devices and network operations connectivity and difficulties.
 Accurately document calls and incidents in Service Now ticketing system
 Maintain data accuracy in the contact management system
 Assign incidents and requests to the correct support group
 Routed more complex issues to resolver groups customer support.
 Act as a single point of contact on incidents and problems logged
 Perform appropriate diagnostics to initiate problem management workflow process
 Provide clients with a reference number for their incident/request
 Maintain and managed accounts in Active Directory (public and shared), group/distribution
lists, and mailboxes, ensuring appropriate rights and permissions.

2. Nashona K. Thompson
Services Support Rep 2 – L1 Agent, 40+hrs/wk Oct 2015 – Feb 2016
Unisys Corporation
 Respond to and resolve customer requests, in relation to break-fix issues, software, hardware,
mobile devices and network operations connectivity and difficulties.
 First Level telephone and other media contact support.
 Accurately document calls and incidents in Service Now ticketing system
 Maintain data accuracy in the contact management system
 Assign incidents and requests to the correct support group
 Routed more complex issues to L2 and resolver groups customer support.
 Act as a single point of contact on incidents and problems logged
 Perform appropriate diagnostics to initiate problem management workflow process
 Provide clients with a reference number for their incident/request
 Maintain and managed accounts in Active Directory (public and shared), group/distribution
lists, and mailboxes, ensuring appropriate rights and permissions.
 Discover and document process and procedures which need to be published to the team or on
the Knowledgebase.
Senior/Lead Technician, 40hrs/wk
Sygnetics, Inc., Service Disable Veteran Owned Business Jan 2015 – Oct 2015
 Image new computers by formatting with required government domains and other
information independently (Department of Veteran Affairs - Augusta, GA, Columbia, SC,
and Biloxi, MS site locations).
 Update computer systems with required software applications for each user.
 Remove old computers and accessories and Install new computers and accessories as
required.
 Provide desk-side support on how to access old and new software applications and
documents.
 Create and maintain accounts in Microsoft Exchange and Active Directory (temporary and
permanent) folders (public and shared), group/distribution lists, and mailboxes, ensuring
appropriate rights and permissions
 Diagnose customer reported incidents of Information Technology.
 Identify technology problems, determined accuracy and relevance of information and use
expert judgment to generate and evaluate alternatives and to make recommendations.
 Routed more complex issues to Tier 2 and Tier 3 customer support.
 Inventory personal computers, monitors, printers and other peripherals using the Intermec
CK30 handheld scanner.
 Educated and assisted associates as needed with the operation of their new personal
computer.
 Practiced a high level of confidentiality in the course of my work.

3. Nashona K. Thompson
Customer Service Associate, Human Resource Assistant, 40+hrs/wk
Morgan Thermal Ceramics Jul 2011 – Oct 2014
 Provided administrative support for the Environmental Health and Safety (EH&S)
department and administrative and Human Resource support for the Human Resource
department.
 Provided customer service, product support for any shipping, scheduling, and/or
manufacturing issues.
 Provided account support on new accounts and existing accounts via the account credit
department.
 Practiced a high level of confidentiality in the course of my work.
Operations Administrative Assistant, 40+hrs/wk
Schenker Logistics Nov 2009 – Dec 2010
 Provided administrative support for the General Manager, and Operations Manager.
 Created and generated monthly reports using KRONOS, and Microsoft Excel.
 Managed and maintained the Time Management System via KRONOS Global Workforce
Central for approximately 300 employees.
 Overseen the distribution, completion, and collection of attendance sheets, time off requests,
shift swaps, and Human Resource related forms.
 Managed and maintained employment personnel and training files.
 Initiated and processed new permanent and temporary employee with new KRONOS
Identification numbers with finger scans and manually update the information in the system.
 Educated and assisted associates as needed with the operation of KRONOS time
management system.
 Planned and organized the process of badge distribution for all new and current associates
with the Security office.
 Provided technical support to the General Manager and Operations.
 Served as a liaison between associates, management, and the customer.
 Managed and maintained the Schenker Logistics PPE supplies and Office supplies for the
Augusta site.
 Managed daily operations and process bi-weekly, time for exempt and non-exempt associates
and weekly time for temporary associates to ensure accurate payroll processing.
 Recommended new or modified work methods, management processes to resolve issues.
 Practiced a high level of confidentiality in the course of my work
Office Specialist, Human Resource Benefits Assistant I, 40+hrs/wk
Medical College of Georgia Apr 2006 – Sep 2009
 Assisted students and faculty with using PULSE (Personalized Universal Live Student
Environment) and WebCt Vista.
 Assisted staff and faculty as needed with the processes of WebCt Vista, WebXtender,
GroupWise, Banner 7 and Crystal.

4. Nashona K. Thompson
 Created and generated reports using WebXtender, Banner, Crystal, Microsoft Excel and
Quick Base.
 Educated staff and faculty on the operation of computer devices, software applications and
forms.
 Provided technical support to the Associate and Assistant Dean and other faculty.
 Provided administrative support for the Office of Student Affairs and Assistant Dean.
 Overseen the distribution, completion, and collection of course grades, class rosters,
curriculum inventory reports, and course offering forms.
 Ensured student compliance with clinical agency requirements.
 Coordinated and overseen student registration.
 Managed student records.
 Served as a liaison between students, faculty, and campus student service departments.
 Designed, organized and distributed monthly electronic student newsletter.
 Assisted with student recruitment activities.
 Recommended new or modified work methods, management processes to resolve issues.
 Practiced a high level of confidentiality in the course of my work.
Technical Proficiencies Include:
 ServiceNow (SNOW)
 Active Directory
 Systems, Applications and Products (SAP Symphony and Legacy systems)
 Entrust Identity Guard
 VMware vSphere Client
 HP Service Manager
 Airwatch Console
 Citrix Servers
 Cisco
 e-Service
 SCCM (System Center Configuration Manager)
 Microsoft Exchange via Veterans Affairs IT environment
 User Driven Installation (UDI) wizard
 CDM Quickbase
 AS 400 (JDE Systems)
 Oracle SunGard Banner 7
 KRONOS Global Workforce Central 5.1
 Adobe Acrobat 6.0, 7.0, and 8.0 Professional
 Oracle PeopleSoft
 QuickBase
 WIMBA Blackboard Collaboration
 Crystal Enterprise 10.0
 Macromedia Dreamweaver 8
 Tegrity 2.0
 PULSE (Personalized Universal Live Student Environment)

5. Nashona K. Thompson
 Microsoft Office Suites (Word, Excel, PowerPoint, Publisher, Lync & Outlook) and various
industry specific applications.
Specific Areas of Expertise Include:
 Provide hardware/software support for employees, employers, users and customers
 Provide technical support and customer support for employees and employers using Word,
Excel, PowerPoint, and other required software.
 Maintained, monitored, and created system databases
 Email handling and Portal design
 Installed, removed, tested, and troubleshoot software and hardware required for personal
computers
 Perform initial setup of personal computers
 Liaison for vendors, and contracted companies
 Systems administrator for HR and Payroll Systems
 Type 45 wpm
Certifications and Clearance:
 Federal HIPAA Certification: Department of Veterans Affairs
 Privacy Security Rules of Behavior: Department of Veterans Affairs Office of Information &
Technology (OI&T) Security: Date, 2014 / 2015
 Background, Full Investigation Accepted Adjudication: Date: January 2015
 Federal Security Clearance: Department of Veterans Affairs, NACI (National Agency Check
with Investigation)
Volunteerism/Committees and Organizations:
 Tabernacle Baptist Church – Multimedia Ministry and IMPACT Team Ministry
 Morgan Thermal Ceramics Safety Committee
 Morgan Thermal Ceramics Events Committee
 Medical College of Georgia Privacy & Security Compliance Sub-Committee
 Medical College of Georgia Podcast & iTunes Communication & Training Team
 Medical College of Georgia School of Nursing Staff Council
 Medical College of Georgia School of Nursing Scholarship Committee
 Medical College of Georgia School of Nursing Alpha Upsilon Phi Leadership Committee
 Medical College of Georgia School of Nursing Convocation Committee
 University Hospital Miracle Mile Walk
 Ronald McDonald House – Plane Pull