Karl Thornton

Documentation and Support Specialist

Personal Information

Professional Profile

Support specialist focused primarily on Help Desk policy, procedure, business continuity, and knowledge base documentation for almost 20 years. Previous duties included administration of software and hardware requests, and UAT testing in DEV, QA, and PROD environments for major and minor releases of department specific software.

Currently looking for support environment positions including in-bound support calls, knowledge base authoring, UAT testing, disaster recovery, content authoring, and/or software administration.


Work Experience

January 2017 – April 2017

Technical Support Coordinator

Network Engineering Technologies (NET) - via The QTI Group

Inbound support for field technicians involving on-site surveys, network cabling, and installation of proprietary hardware for various clients.

  • Log field technicians in and out of job sites
  • Verify job deliverables including site photos and surveys
  • Troubleshoot client hardware installation and networking issues

February 2015 - October 2015

Knowledge Management Specialist

American Family Insurance

Creation and updating of documents into the CA Service Desk Knowledge Management system primarily for Level 1 and Level 2 incident troubleshooting, classification, and assignment; with cross-uses in other ITSM areas such as Problem and Change / Configuration Management.

  • Reviewed and published Level 1 and Level 2 Technical Team Lead documents into system
  • Coordinated with technology areas to update and publish knowledge documents ahead of technology changes
  • Assisted in Knowledge Base training for technology areas

November 2000 - January 2015

Service Desk Documentation Specialist

American Family Insurance

Responsible for creation and maintenance of documentation for the Help (Service) Desk area in a variety of formats.

  • Policy, procedural, and training documentation in department intranet site
  • Department disaster recovery plan in SunGard LDRPS system
  • Quick training guides (Job Aids) for major software rollouts
  • Project documentation such as flowcharts, business requirements, and meeting agendas & minutes

2004 - January 2015

Service Desk Technology Specialist

American Family Insurance

Responsible for addressing technology needs of Help (Service) Desk area, initially as a backup, then incorporating into existing duties in 2012.

  • Basic software administration in various Help Desk specific tools
  • Facilitation of software administration and update requests for company-wide software
  • Limited desk side installation of PC hardware and software at alternate location
  • Template and online form updates for notification workflows

2007 - 2014

Service Desk Software UAT Tester

American Family Insurance

Lead and coordinated User Acceptance Testing (UAT) for the Help (Service) Desk to determine impact of releases and changes on current workflows.

  • Coordinated with management to develop and submit requirements for tool enhancements, fixes, and upgrades
  • Coodinated with in-house developers to review updates in test environments and communicate results for sign-off
  • Developed and maintained UAT scripts in MS Word to ensure testing conformity across multiple testers and environments

1997 - 2000

Call Center Agent / Knowledge Management Specialist

Sitel Technical Services

Help Desk call center agent for AT&T-based ISP and web hosting services, later migrated to knowledge management position posting policy and procedural documentation to intranet site.

Career Highlights

  • Key Service Desk representative in testing and documentation for 3 major Service Desk tool transitions: TPM to Clarify/eGain (2002), Clarify to HP Service Desk (2008), HP Service Desk to CA Service Desk (2011)
  • Expansion of initial Service Desk Documentation Specialist role to include Technology Specialist, Business Continuity, Service Request, and Knowledge Management documentation duties
  • Migrated Service Desk away from department-specific technologies (Readerboard, mIRC) to company-wide standards (qStats/i3, Microsoft Lync)
  • Creation and maintenance of several internal Service Desk documentation websites

Education & Certifications


Loyalist Certification Services

ITIL v3 Foundation Certification


Loyalist Certification Services

ITIL v2 Foundation Certification


Madison Area Technical College

Small Business Operations (1yr program)

Technical Skills


Online Documentation

Expert, 18 years

Writing intranet documentation for Help Desk environments for 18 years, owner/operator of FictionURL.com for 4 years. Familiar with CA Service Desk (for Knowledge Management), Adobe Dreamweaver, Microsoft Office, Microsoft SharePoint, WordPress, Sungard LDRPS, Microsoft FrontPage, Adobe Photoshop, and Jasc Paint Shop Pro.


Online Programming

Seasoned, 18 years

Started career providing help desk support to content creators in 1998. Can program in HTML and CSS, but used WYSIWYG authoring tools for most of documentation career. Familiar enough with JavaScript, Visual Basic, and PHP to modify existing code when needed.


UAT Testing

Advanced, 8 years

Responsible for User Acceptance Testing (UAT) for CA Service Desk Incident Management workflows and other software related to the Help (Service) Desk. Coordinated with management and developers to test and document enhancements, fixes, and upgrades in QA and PROD environments. Created and maintained manual UAT scripts.


Support Analyst

Seasoned, 4 years

My current career started taking ISP and web hosting support calls. The majority of my other roles and functions including support documentation have taken place in Help Desk environments, and I am intimately aware of the skills and tools needed for the support analyst role. I briefly returned to taking support calls for a networking company earlier this year, and am considering openings that include this function.



Seasoned, 4 years

Owner / Operator of FictionURL.com, a website devoted to instances of real domain names on television. Basic familiarity with all aspects of creating and maintaining an online presence using Wordpress, including the main interface, themes, plug-ins, SEO, social networking, and domain name administration.


If you have any questions about my resume and how I can use my skills to help your organization reach its goals, please use the contact form below to send me an email. Additional information and references available on request. Thank you for visiting my site, I look forward to hearing from you!

McFarland, WI, United States of America
E-mail: ThorntonText@gmail.com