Melanie Thomas Technical Support Analyst

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Melanie R. Thomas

Technical Support Analyst – North Carolina Department of Public Safety

Henderson, NC 27537 (252) 204-6632


Work in a positive and proactive team oriented, “can do” IT environment. During the quest for higher education, was assigned to manage as a team leader of multiple group projects, where it was the team leader’s responsibility to assure that all group members completed their assignments and was submitted on time. Responsible work habits, strong interpersonal and excellent communication skills, analyzing abilities with leadership and collaboration skills. Working knowledge of the various computer applications and software packages which include: Windows 95, 98, 2000, NT, XP and 7; Microsoft Office 97, 2000, 2003, 2007, 2010 and 2016; PC Hardware installation/maintenance. Setup local backups on servers and workstations for daily or weekly backups. Intrusion prevention system and reporting tools such as SurfControl which is used to monitor internet use. Also have working knowledge of Networking, Cisco VPN Client, EADS/Quest, router and switch infrastructures, workstation applications, servers and server operating systems. Manage security issues and prevention on a daily basis.




Work Experience
Technical Support Analyst
North Carolina Department of Public Safety – Raleigh, NC April 2013 to Present

• Provide helpdesk/tech support, consulting/training to DPS Correction Enterprises staff statewide. This involves cross training, multitasking and some overnight travel to various locations.

• Working with other team members to provide onsite and phone support for hardware & software troubleshooting, which includes installing and repairing equipment to Correction Enterprise staff statewide.

• Have working knowledge of computer hardware and peripherals, networking, windows XP & 7, MS OFFICE SUITE, & Various web browsers.

• Responsible for quarterly and annual inventory of equipment/surplus of decommission equipment in the Fixed Assets Tracking system (FATs).

• Image new computers and set up user and inmate accounts to DPS guidelines.

• Interface with other team members, DPS MIS & mgmt. to evaluate & identify hardware/software needs.

• Created/taught classes; maintained and scheduled of Correction Enterprise computer training Lab until March 2017.

• Configure user accounts on Novell Network, assisted with the transition to EADS.  This included in adding computers to EADS making sure the computer name is in the right location in Quest.  Use Quest to check the status of our computer and laptop to confirm they are in the correct location folder and are still active.  Trouble shoot EADS errors and find current fixs.

• Work with Correction Enterprises employees with ordering, support and inventory with all iPhone and android Cell phone along with all Wi-Fi devices, Which Includes creating Guest Wi-Fi passwords.

• Support Office 365 and Outlook client.  Set up and support email on mobile devices.

• Trouble shoot network and local printer/scanner.  In-charge of printer toner cartages Inventory, which includes ordering, change out, and recycling empty cartages.

• Currently gathering needed specifications for the upcoming INET project, which will upgrade some of our operating systems to windows 10.

• Monitor computer information in MET and Correction Enterprises helpdesk system, modifying records as needed.



IT Technology Support Analyst
North Carolina Department of Agriculture and Consumer Services – Raleigh, NC October 2006 to April 2013

•Hands-on experience in installing, configuring, and maintaining hardware and peripherals.

•  Provide technical support for Netware 4.X and 5.X; Windows 95, NT, 2000, and XP; Microsoft Office 97, 2000, 2003 and 2007; and outlook.

•  Install and configure Ethernet adapters, resolve network and workstation problems.

•  Manage and provide help desk phone support and on-site computer support.

•  Configure user accounts on EADS, Novell Network, Windows NT and Windows 2000.

•  Configure e-mail accounts using Netscape Messenger and Outlook and provide support to help users with e-mail.

•  Manage, install and configure software applications, network client software, and operating systems.

•  Configure network interface adapters and map network resources.

•  Resolve application conflicts and troubleshoot as needed.

•  Create and install images.

•  Upgrade and configure systems components (hard drives, memory, etc.).

•  Resolve memory and IRQ conflicts.

•  All work is documents in a trouble ticket Microsoft Access Database.


Computer Services Technician
Vance-Granville Community College – Henderson, NC December 2004 to October 2006

•Provided timely and accurate end user support for all hardware and software problems.

•  Maintained knowledge on all software and hardware used by campus and users.

•  Maintained operation of all computer hardware, software, and telephones at all campus locations.

•  Installed, maintained, and repaired all Ethernet network connections and telephone connections.

•  Troubleshot workstation network connectivity problems; installed, maintained, and repaired all Ethernet network connections.

•  Installed software, upgraded hardware, maintained network connectivity in all student labs and served as backup lab technician; maintained accurate inventory of all computers, related peripherals, printers and IP addresses.

Help Desk Specialist
Variety Wholesalers, Inc – Henderson, NC March 2003 to December 2004

•Investigated and resolved register and computer problems (software and hardware) Oneace UPS, Monarch, Telzon Radios, ThinClients or inquiring knowledge to use specific software, such as database, printing, electronic mail, and operating systems.

•  Answered questions, applying knowledge of computer software and procedures. Determined whether problem was caused by hardware, such as modem, printer, cables, or telephone; communicated with coworkers to research problem and find solution.

•  Called FST (Field Service Technician), RCS (Roses Customer Service), software, and hardware vendors to request service regarding defective products; managed and logged all calls on log sheet and on the AS/400.



Master of Science in Information Technology
Colorado Technical University Online May 2010

Bachelor of Science in Information Technology
Colorado Technical University Online December 2008

AAS in Information Systems Network Administration and Support
Vance-Granville Community College – Henderson, NC May 2007


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