Chevon Thomas

• Delivered technical assistance to end-users, enhancing operational efficiency and minimizing downtime through effective issue resolution.
• Partnered with vendors and external support teams to address complex technical challenges and oversee hardware/software procurement. Authored and maintained technical documentation and collaborated with infrastructure teams to ensure timely resolution of critical issues
• Led the support and maintenance of desktops, laptops, printers, and manufacturing‑floor equipment, and administered user accounts, roles, and permissions to uphold strict access‑control standards and enhance organizational security.
• Strengthened security posture by leading vulnerability assessments, applying required patches, and performing routine audits to ensure compliance with corporate policies and industry best practices.
• Collaborated with team members to develop comprehensive project plans for system upgrades, migrations, and installations, resulting in successful project completion within deadlines.
• Managed data backups and disaster recovery operations to comply with business continuity initiatives.

• Provided technical support to end-users, remote teams, and executive staff, including handling complex issues, with a strong track record of successful problem resolution and high user satisfaction.
• Managed daily backup operations across VMware and AS400 systems, troubleshooting failures to maintain reliable data recovery. Implemented Windows Server patches and software updates to strengthen system security and reduce exposure to vulnerabilities.
• Supported critical IT infrastructure across manufacturing and warehouse environments, managing Active Directory accounts, Citrix Workspace, and network hardware to ensure operational uptime and user productivity.
• Documented and implemented standardized procedures to streamline system deployments and improve operational scalability. Collaborated with leadership and engineering teams to ensure IT initiatives aligned with business priorities.
• Played an integral role in developing an internal training program for onboarding new IT Support Specialists, increasing technical readiness and reducing ramp‑up time.
• Led OS imaging and system deployment efforts, managing hardware upgrades and lifecycle replacements. Maintained core network infrastructure and provided frontline support to production‑floor systems to ensure continuous operational uptime.

Key Achievements:

• Orchestrated Windows 7‑to‑10 migration across multiple locations, partnering with leadership and vendors to deliver seamless, low‑impact deployments and maintain stable production and office operations.

• Implemented a software automation solution to improve patch management and software updates across the organization, working closely with external vendors to meet critical deadlines and ensure a seamless rollout.

• Led Customer Support operations, ensuring efficient service delivery and team performance.
• Provided 24/7 multi-channel technical support via phone, email, and live chat, resolving a wide range of technical and non-technical issues. Diagnosed and resolved mobile device and cellular network problems, enhancing service reliability and customer satisfaction.
• Led pre-launch development and testing of new products, uncovering critical bugs and ensuring readiness. Created technical support articles to streamline employee onboarding and improve website knowledge resources.
• Collaborated with IT teams to support SQL Server operations, developing and modifying tables, views, functions, and stored procedures to maintain and optimize databases.

Key Achievements:

• Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Acted as a liaison between team members and upper management to facilitate communication and ensure alignment with company objectives.

• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employee's
• Authored detailed technical documentation that helped achieve Samsung Canada's authorized repair center certification, while actively mentoring and collaborating with other technicians on challenging or unique repair scenarios
• Provided repair services and technical support for small electronic devices, including cell phones, PCs, and tablets. Maintained high-quality standards in service delivery while ensuring exceptional client satisfaction throughout the process.
• Managed inventory control, cash control, and store opening and closing procedures.
• Assisted in recruiting, hiring and training of team members.

• Oversaw end‑to‑end functionality testing and quality inspections for electronic devices, ensuring all processed products consistently met industry regulations and internal compliance requirements.
• Partnered with team members to accelerate the resolution of complex technical problems and authored internal hardware troubleshooting guides to support knowledge sharing and consistency across the team.