Thomas M

Supervisor, IT Service Desk

Thomas M
Meet Thomas, Supervisor, IT Service Desk at Medxcel. Thomas and his team work hard to help associates resolve technology issues and help technology run smoothly throughout the organization.
I love that I can bring my whole self to work. I’ve been into art since I was a kid and often bring my recycled art to work. I have a little art gallery in our area. I hope one day to showcase my art at some children’s hospitals

Tell us about the role, and the teams you oversee.

We help our associates resolve technology issues—things like password resets, login permissions, and troubleshooting the various applications they use on their computers and mobile devices. My team consists of several solution center specialists, and we love problem-solving and serving our internal customers.  
 
When hiring new team members, I look for two qualities: a love of problem-solving and a passion for customer service. When people reach out to us, they’ve probably tried to solve their issue themselves and then hit a wall—they’re frustrated. It’s our job to keep them calm and resolve their issue.
 

How does the work you do impact patient care?

As our technicians manage work orders for healthcare facilities, it is critical that their technology tools work properly. We’re the point of contact to ensure everything is functioning so they can do their jobs and ensure patients are safe and comfortable. 
 

Describe the path you took to arrive in your current role.

A friend suggested I study informatics because it combines working with people and my interest in data technology. I took that advice and completed my degree in informatics in 2020, when I came to Medxcel as an intern. I was then hired as a specialist, quickly promoted to specialist II, then promoted to supervisor. I love training and developing people. In my current role, I can lean into that.
 
Before coming to Medxcel, I worked in retail management, where I learned about delivering superior customer service. Growing up, my parents were entrepreneurs, and we worked at a tortilla factory in Juarez, Mexico. Those early experiences and ability to speak multiple languages have been very helpful in my career.
 

What is the best part of your job?

The best part of my job is helping Medxcel associates all over the country, from field technicians through executive leaders. I love that my job enables me to get to know so many people and build rapport with them while helping them solve problems.
 

How would you describe the culture at Medxcel?

I love the Medxcel culture. I interact with people in many departments, at various levels of the company— people are always friendly and helpful. I love that we have a volunteer program here. Being able to help others in a bigger way speaks to my soul.
 

How does Medxcel support your wellbeing?

Volunteering is something I enjoy, and I love that Medxcel supports those opportunities. My work-life balance is good here; very different from when I worked in retail. PTO at Medxcel is very generous. Being able to get away and spend quality time with our families appeals to a lot of us here.
 

What would you say to someone who asks you about job opportunities with Medxcel?

I always recommend Medxcel to my friends as a great place to work; I love it here. If you love to serve customers and love to work with technology, our team could be an awesome place for you.
 
I love that I can bring my whole self to work. I’ve been into art since I was a kid, and I’m currently working on creating recycled art. I like to display some of my art pieces at work; I have a little art gallery in our area. I hope to one day showcase my art at some children’s hospitals. A hospital is a really lonely place to be when you’re a kid. As a child, I nearly died from pneumonia and a severe stomach infection. I remember how nice it was when people visited me in the hospital. I’d like to make a difference with my art.

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