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Customer Service Desktop Support

Location:
Nashville, TN
Posted:
March 20, 2019

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PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

TERRANCE QUARLES

****, **** ****, *******, ** 37013

H: 615-***-**** C: 615-***-**** ac8uan@r.postjobfree.com Detail-oriented Computer Technician with 17 years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop and laptop applications as well as administrative services. Microsoft Certified Desktop Support Technician

(MCDST)

Dell Certified Technician

Microsoft Certified Professional (MCP)

User account creation

Remote access support

Systems analysis

Account security maintenance

Microsoft Exchange 2013

IT security best practices

Windows 10

Windows 7

Active Directory

Adobe and Adobe Flash proficiency

Proprietary Software Support

SCOM

MS Server operating systems

METRO NASHVILLE INFORMATION TECHNOLOGY SERVICES

IT Operations Analyst II Nashville, Tn July 2005 - Current Identify and solve technical issues with a variety of diagnostic tools. Provide customer support via telephone or remote utilities for all desktop hardware and software currently in use across multiple departments of Metro Nashville Government. Customer support includes troubleshooting and resolving issues related to MS Windows, MS Office, Server 2012, Exchange, Active Directory as well as department specific applications such as EBS, ESS, and InFor.

Installed software, modified and repaired hardware and resolved technical issues. Managed call flow and responded to technical support needs of customers. Maintained and updated customer service database.

Used ticketing systems to manage and process actions taken. Reviewed technical documentation and procedures.

EDUCATION

DELL COMPUTER CORP.

Field Technician Lebanon, TN June 2002 - March 2005 Diagnosed and repaired hardware, software and system issues. Delivered and set up computers, copiers and other ESI-related equipment. Recommended system-level hardware and software installations. Completed logs and reports according to established policies and procedures. MS CERTIFIED DESKTOP TECHNICIAN, MS CERTIFIED PROFESSIONAL, Information Technology New Horizons Corporation

Nashville, TN 2004

NA Microwave Systems Operator\Repairman

US Army

Ft. Gordon, Georgia



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