Thomas Michael Kline

Tech Support Specialist III

Republic Services

Dec 2022 - Sep 2025 (2 years 10 months)

• Led a regional support team to resolve escalated technical challenges, ensuring timely resolution and achieving a 98% SLA compliance rate on over 100 weekly tickets by leveraging diagnostic tools and remote troubleshooting techniques. • Directed Windows 10/11 refresh initiatives using Microsoft Intune and Autopilot, enhancing device management efficiency and streamlining deployment processes. • Managed enterprise-wide Citrix VDI migrations, significantly improving remote productivity and security by applying robust cloud support methodologies.

Regional Support Lead

Republic Services

Mar 2021 - Dec 2022 (1 year 10 months)

• Led a successful Citrix Migration project, transitioning from Citrix XenApp VDI 6.5 to XenApp 7. 15 coupled with a Windows 10 refresh while ensuring seamless technical support communications. • Developed communication standards and processes to organize and streamline project execution and customer support. • Trained employees on supporting migrated users, providing technical guidance and fostering a customer-first mindset. • Managed the Regional Support Queue, addressing complex and escalated technical issues with proactive analysis and troubleshooting. • Supervised two employees, effectively delegating tasks and ensuring adherence to support SLAs.

IT Support 3

Republic Services

Mar 2019 - Feb 2021 (2 years)

• Troubleshot complex issues and managed various servers, including print servers, Citrix ServerFarm, and file servers, applying effective technical support best practices. • Served as the sole MDT server administrator, creating and modifying corporate computer images to support efficient system deployment. • Administered barcode scanning infrastructure and managed mobile devices in the field, ensuring reliable operational uptime. • Handled hardware requisition and purchasing for the entire company while balancing support needs with budget constraints. • Developed laptop/desktop standards and liaised with Dell representatives to optimize support workflows.

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IT Support Analyst

TAKATA

Jun 2016 - Dec 2018 (2 years 7 months)

• Provided extensive support for 1,400 users, covering desktop administration and EDI management while maintaining accurate technical documentation. • Created and managed user accounts in Active Directory, Exchange, and Office 365; migrated users to Office 365 to ensure smooth transitions. • Configured network shares, upgraded hardware, and installed various operating systems to meet user needs and supporttechnical SLAs. • Resolved network connectivity issues and supported Life-size video conferencing and Crestron room automation through proactive troubleshooting. • Deployed Windows 10 images using SCCM to streamline system updates and configuration management. • Managed identity through Active Directory, ensuring secure access contro

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IT Specialist

Mac Arthur Corporation

Nov 2015 - Jan 2016 (3 months)

• Assisted the IT Manager with technology-related projects, security protocol development, software updates, and virus software maintenance while aligning with best support practices.

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Hardware Support Engineer

BPI Information Systems of Michigan

Oct 2014 - Jan 2015 (4 months)

• Assisted in the mass iPad deployment for public schools and provided hardware warranty repair for the University of Michigan Health System, ensuring timely support. • Configured and upgraded iPads, enrolled devices in Cisco Meraki MDM system, and resolved hardware issues efficiently.

Help Desk Specialist

Hewlett-Packard

Feb 2013 - Oct 2014 (1 year 9 months)

Served as a Help Desk Analyst for a Fortune 100 company, supporting a wide range of technologies including Windows Server, various Windows OS versions, iOS, Android, and more while troubleshooting connectivity issues. • Exceeded call-handling goals by closing 15-25 calls daily, achieving a 90% first-call resolution ratio and maintaining efficient talk-time metrics. • Diagnosed, troubleshot, and resolved various software, hardware, and connectivity issues using diagnostic tools in alignment with strict technical standards. • Delivered prompt support to Pharmaceutical sales representatives in a fast-paced environment, showcasing strong technical support and communication skills. • Developed custom charts to track personal metrics and iden

Thomas Michael Kline

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