TERRY M. BABICZ
**** * ***** *** ******, AZ *****
Telephone 602-***-**** • E-Mail ac7t6i@r.postjobfree.com
CAREER SUMMARY
Senior Helpdesk Technician with over 13 years of experience in IT support. Experienced in Professional Office, Retail and Manufacturing environments.
PROFESSIONAL EXPERIENCE:
3/18 – 9/18 Tech Mahindra Level II Helpdesk lead
Provide Level II support for complex application and Hardware issues
Assist Level 1 technicians with escalated issues
create and maintain KB with internal and external solutions
Manage ticket queue in Service now ticketing solution
Executive support and other ‘White Glove’ situational IT support
Hippa and other compliance related expertise specific to IT in the healthcare industry
10/10 – 7/16 MEDTRONIC, Help Desk Technician
Operating system imaging for a variety of workstation and mobile device hardware
Application deployment utilizing SCCM, Altiris and remote management tools
assisted in build out and expansion of remote facilities and satellite offices.
Major player in enterprise migration to Windows 7 and Office 2010
Print Server management and maintenance of all network print devices
Assisted with testing and deployment of Service Now ticketing system
Hardware trouble shooting working with Dell, HP and Lenovo systems
creating documentation for global knowledge base
User training and application verification
Hardware tracking and inventory systems, audit preparation
c-level support
mobile device management with Maas 900
remote management tools including, dame ware, SCCM and LogMeIn
Security patching using mange engine Patch manager
Bios and other H/w updates
6/10 – 10/10 Insight GLOBAL, XEROX XTM Data Collector (Contract)
Collected printer information, including usage and additional reporting metrics
uploaded data into XTM database for long term and trend analysis
Provide detailed reports for clients
2/10 – 4/10 Aerotek, Avnet Computer Technician (Contract)
Build & configure Avaya servers for a special project
Follow specific Build Instructions. Configured voice system Servers for various roles
10/09 – 11/09 All About People, University of Phoenix Call Center (Contract)
Provided Tech Support & Customer Service for students with Windows 2000, XP
Troubleshooting Internet Browser issues, Virus Removal, Password reset.
Maintained and coordinated tickets in the Heat ticketing system
Supported large student body in a fast paced environment
consistently exceeded SLA requirements for customer service and sla
Educational Highlights:
A+ Certification
ITIL V3 Foundations
Microsoft Certified Professional