Technical Support Customer Service

Terron Collier

Cordova, TN 601-***-**** ***********@*****.***

Summary Profile

Personable and professional IT Systems Analyst with 10+ years of technical experience. Ensures the operational health of the computing environment. Talented at defining requirements, researching, analyzing, and resolving computer system issues. A strong, analytical mind with the ability to quickly learn new skills and technologies ensures high productivity in a short time frame. Recognized for resolving difficult issues that eluded other techs by calmly working with irate customers to understand their concerns and technical problems.

Skills & Talents

Employment History

UNIVERSITY OF TENNESSEE HEALTH SCIENCE CENTER - Memphis, TN 2016 – Present

Senior IT Technologist

Responsible for planning, coordinating, and managing all aspects of delivering high responsive customer technical support services.

Provide second level support to UTHSC customers by on-site technical support that has been escalated by the help desk

Assists with troubleshooting security attacks, breaches, and the remediation of security vulnerabilities; Implementing HIPAA & FERPA requirements

Participate in testing new hardware, software, and software updates/patches to verify its functionality among production systems

Provide immediate support to the Chancellor and executive staff

IT Specialist I 2013 – 2016

Exceled in communicating and implementating complex repairs to UT Health Science Center computer equipment via phone, e-mail, or by repairing defective equipment such as PCs, Laptops and MACs.

Initial point of contact for issues related to computer software, security, networking and hardware for end users including faculity, staff and students

Documented all technical problems and assigned workflow in BMC Footprints to appropriate individuals

Configured and repaired laptops, desktops, smartphone and tablets using a variety of techniques including remote access software

HIPPA compliant

TATE COMPUTER SYSTEMS - Memphis, TN 2012 – 2013

IT Service Supervisor

Quickly promoted from a technician to a leadership role to manage daily operations for a computer sales and service company. Manage a 6+ member team of technicians and interns: set work assignments; determine activities and schedules; establish work performance goals; and train staff on policies and procedures. Operating systems: Windows XP, Vista, 7, 8, 10; and Mac/Apple

Served as a Project Manager; actively sought out for guidance and oversight of all projects. Decision-making authority for implementing process improvements

Worked with customers to define requirements. Proactively identified, diagnosed, troubleshot, and resolved technical issues

oThoroughly tested for viruses to eradicate vulnerabilities

oRegularly communicated with customers to keep them updated on repair status

Utilized problem resolution expertise to develop standard operating procedures (SOPs) for use by employees. Gained senior management approval to implement

Regularly developed and implemented ideas to streamline the customer experience, from initial interaction and throughout the service process to ensure world-class customer satisfaction

Improved processes in such areas as email-driven marketing, “just in time” parts ordering, and work-order development

Assumed expanded responsibilities during organizational change to smooth the transition to a new technical team. Trained new staff to get them quickly up to speed

FLEXTRONICS - Memphis, TN 2011 – 2012

Apple Computer Repair Technician

Excelled in customer service, computer diagnostics, and troubleshooting skills selected by senior management to be part of a “super-cell” team, recognized for stellar performance.

Sought out for expertise in resolving hardware and software issues by employees and other techs within the group. Researched and developed ideas to streamline repair processes

Served on a beta team to test and implement new repair processes before release organization wide

Conducted rigorous testing using a systematic QA process to ensure computers were defect-free of known problems

COMCAST CABLE - Memphis, TN 2007 – 2011

Communications Technician III

Learned the importance of providing high-quality, customer support and the need to quickly troubleshoot all customer problems. Adhered to corporate practices and rules regarding responsive communications and the treatment of customers.

Promoted to an expanded role to install and troubleshoot multiple, end-user services such as Comcast Digital Voice phone service, video (cable), and High Speed Internet, in both residences and businesses. Setup and installed wiring and wireless networks, including running coax and cat lines

Designed, developed, and installed wiring schematics. Installed software and hardware, such as modems, routers, and digital boxes

Took a leadership role as Safety Specialist to manage and control safety and health policies.

oDefined a robust, emergency evacuation plan for multiple facilities. Created standard operating procedures (SOPs) for emergency processes. Trained employees on OSHA policies and procedures

oCreated safety teams, assigned specific roles during an emergency, and conducted regular meetings to ensure everyone was up-to-date on procedures

Updated and maintained employee file management to ensure compliance with cable/telecom FCC and TDOT regulations and required certifications

Education

UNIVERSITY OF MEMPHIS – Memphis, TN

Master of Science – Management Information Systems

Certificates: Graduate Certificate in Business Project Management (Agile & Waterfall methodologies)

Graduate Certificate in Business Information Assurance

Certification:Microsoft Technology Associate for Windows 7

Completed hands-on training in: A+, Network+, Security+, and Windows Server

TOUGALOO COLLEGE – Jackson, MS

Bachelor of Arts Degree in Business Economics

HOLMES COMMUNITY COLLEGE – Ridgeland, MS

Associate of Arts Degree in Business Administration

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