Thomas E. Lipscomb
AI Service Desk Technician | IT Professional | Army Veteran
Army Veteran with a diverse background in operations management, training, and information technology. Experience in managing risk to protect assets, property, and equipment valued over $1M while meeting the expectations of senior leadership. Possess educational experience and training in cybersecurity and networking fundamentals with hands-on training in a service desk environment for a managed services provider. Able to apply problem resolution and troubleshooting skills to effectively diagnose and repair software and hardware related issues.
About Me
Education
Bachelor of Science in Computer & Information Science, Cybersecurity
ECPI University - Richmond, Virginia
August 2021
Associate of Science in Computer & Information Science, Cyber and Network Security
ECPI University - Richmond, Virginia
August 2020
Professional Experience
Cloud Managed Services Group - Current
AI Service Desk Technician
Responsible for handling first level support of service requests in a professional and timely manner.
· Diagnosed, troubleshoot, and resolved a wide range of software, hardware, and connectivity issues.
· Communicated with clients to inform them of incident progress, implemented changes, and agreed outages
Richmond Public Schools - August 2021 - September 2021
Service Desk Technician - Contract
Provides customer support and assistance for the district’s computer service desk issues.
· Technical support, password reset and account creation for a school district
· Created tickets for all computer services
· Works cohesively with fellow team members, management, escalation points, and vendors to ensure the right solutions are implemented and sustained
Cloud Managed Services Group - May 2021 - July 2021
Service Desk Intern
Responsible for handling first level support of service requests in a professional and timely manner.
· Inventoried over 250 Client computer systems; checked for outdated OS and Hardware
· Diagnosed, troubleshoot, and resolved a wide range of software, hardware, and connectivity issues.
· Communicated with clients to inform them of incident progress, implemented changes, and agreed outages
United States Army - 2005 - 2019
Operations Supervisor
Served as Operations Supervisor for over 50 performances; ensured all logistic and ground movements were managed.
· Facilitated Substance Abuse program for 40-person unit; completed over 25 urinalyses with 100% accuracy
· Led and motivated a 5-person team for 6 months with a 100% success rate
· Reconstructed supply record keeping ensuring readiness; accounted for over $50K in supplies
· Executed over 140 Human Resource transactions without error
Army Band Musician
Managed all training data entry into the central database for a 40-person team. Led band as a Drum Major and Conductor on high profile performances. Collaborated with Operation section to smoothly run team.
· Supervised, trained, and mentored a 4-person team in all aspects of performance as a Rock/Jazz Group resulting in over 150 community concerts
· Maintained 100% of unit property book worth $1M+ for 2-month transition with no discrepancies
· Oversaw over $130K worth of percussion and chemical equipment
· Mentored 4-member team for an inspection; received highest ratings in all areas