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Rashid Thompson

Rashid Thompson

Senior Analyst

HCL Technologies


My Portfolio Highlights

My New Course

Introduction to Power BI

My New Track

SQL Fundamentals

Data scientist, turning data chaos into organized knowledge.

My Work

Take a look at my latest work.


Data Manipulation in SQL


Introduction to Power BI


Introduction to DAX in Power BI

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

HCL Technologies | Dec 2019 - Present

Senior Technical Support Analyst


HCL Technologies | May 2019 - Dec 2019

Help Desk Analyst


Altice USA | Jan 2009 - Jan 2018

Technical Support Engineer

• Provided email and telephonic technical support from the network operations center. • Successfully met 95% of first response SLA requirements, while maintaining an above average support rating. • Ensured knowledge was update to date according to FCC standards to ensure quality of programming. Learned new hardware technologies as required. • Maintained knowledge pertaining internal policy and processes, while identifying areas of improvement. • Investigated tickets issued and fixed equipment issues with vendors and other departments. Equipment included Cisco’s DCM and seachange based servers. • Completed and submitted modifications to software interfaces, such as Cisco’s DCM equipment to engineers for approval. • Sustained efficiency by effectively maintaining the quality of service for support and minimizing the call volume for service issues, by engaging in monitoring activities and resolving minor issues before becoming complex issues. • Utilized Microsoft Access and necessary formulas to analyze and present data, for metrics associated with customer support and system issues. • Ensured management was up to date regarding urgent issues by sending out a nightly incident reports, providing relevant and necessary data. • Performed as a subject matter expert (SME) for Cisco’s Digital Content Manager.
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My Education

Take a look at my formal education

Bachelor of Arts (B.A.), MathematicsState University of New York College at Plattsburgh | 2007

About Me

Rashid Thompson

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