Customer Service Technical Support

TERRY YOUNG

***** **** **** *******, * D * ****

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Cell: 443-***-**** • ************@*******.***

Professional Summary

Experienced and knowledgeable Information Technology Professional seeking to contribute

t raining and acquired skills within the company in an IT role. Works well independently, or in a

group setting providing all facets of computer help desk support such as troubleshooting,

i nstallations, and maintenance, in-depth knowledge and understanding of numerous software

p ackages and operating systems. Skilled in providing Customer and End-User Help Desk

S upport. E asily identify and resolve technical issues and concerns, excellent communication

a nd presentation capabilities.

Work History

JR. Systems Administrator/Tier III Technical,POS Support/Tier III Desktop Support

March 2014 to Current

Jos A. Banks Corp. 626 Hanover Pike, Hampstead, MD 21074

• Makes 50+ outbound calls to stores for technical support on printers, computers

• Ensure system connectivity of all servers, shared software and other applications.

• Remotes into computers using Remote Desktop Control and provides support

• Familiarity with configuration and troubleshooting LAN and WAN components such as routers,

hubs, switches, and servers.

• Set-ups printers and software for stores remotely, and maintains for in-house associates

• Uses Citrix and Microsoft Access ticketing system to respond to all assigned escalations

• Used DNS for some company sites in-house

• Excellent technical skill set in a Windows XP, Windows 7, and wireless connectivity

• Updates software for over 500+ stores and units in-house

• Managed over 400+ accounts in Active Directory

• Setup accounts on computers for in house and remote associates

• Tests new company systems and troubleshoots all issues that come through in testing

• Diagnosed, troubleshoot and resolve a range of software, hardware and connectivity issues for

over 500+ associates in-house. Excel in asking questions and researching, analyzing and

rectifying problems.

• Setup IP printing configurations on company network for over 50+ Printers in-house

• Install various software and hardware components or set up alternate operating system as

demanded by organizational needs

• Performed set-ups, break-down, and transport of agency equipment on an as-needed basis .

• Provided after hours support for 400+ employees dealing with VPN access through Trouble

shooting over the phone

• Ability to assess risk factors and advise on vulnerability to attack from a variety of sources (e.g.

destructive programs/applications/viruses, unauthorized access, disruption of services,

espionage) and procedures and methods for protection of systems and applications.

Jr. Systems Administrator/Technical Support/Desktop Support Feb. 2014 to

Mar. 2 014 (Temp Job)

General Dynamics Information Technology 9820 Patuxent Woods Drive Columbia, MD

21046

• Set up equipment for 50+ USDA/FSIS employees a day, including installing all software,

hardware, and providing cables as needed

• Used Footprints ticketing system to create and updated 70+ tickets for everything that

would come through department

• Installed software and operating systems on 50+ computers a day

• Loaded outlook profiles onto employees computers and set up employees instant messenger

• Maintained accurate hardware and software inventories

• Instructed users how to transfer data from computer to computer, hard drive and other

storage data bases

• Solved both internal and off-site users in repairing and resolving recurring issues

• Resolved computer hardware and software, printing, installation, word processing, email and

operating systems issues

• Replaced hardware, including screens and hard drives

• Imaged and encrypted over 48+ computers a day for all USDA/FSIS employees use when

computer is received

• Managed call flow and responded to technical support

• Creates daily computer operation reports using Excel program

• Shipped out 50+ computers and other items such as printers, cables, data CDs, for

employees who need them for their computers

• Helped develop a new way of doing procedures for my responsibilities to make the process

faster and more efficient to get more computers sent out to employees

• Set up staff workstations with PCs, phones, and other needs

• Had to troubleshoot over 60+ computers a day with software, hardware problems that would

happen throughout the imaging, encrypting, and profile loading process

Software, Hardware Technician Aug. 2013 to F eb. 2014

Self Employed work Baltimore County, Howard County, Carroll County

• Repairs software and Hardware problems for customers on computers, cell phones, and

other electronic devices

• Refreshed software and updated users systems

• Scheduled own work and ordered parts

• Estimated and invoiced repairs

• Diagnoses problems and removes malicious software to the customers unit along

with removing a nything else that could be causing problems with the customers unit

• Troubleshooting on a constant basis and doing diagnostics for the customer on

operating systems W indows 7,8, along with Apple IOS 6,7

• Installed software and helped install/uninstall hardware for customers, along with helped

t each and informed customer about their unit and how to repair unit

• Installed software and operating systems on 15+ computers at a time.

• Set up and configured hardware and software on company equipment.

• Restored data, operating systems, files, documents and drivers.

• Resolved computer hardware and software, printing, installation, word processing, email

and operating systems issues.

• Ordered necessary supplies and parts to repair malfunctioning hardware.

• Resolved virus and malware issues with a 85% success rate. .

• Added new material to file records and created new records.

• Organized forms, made photocopies, filed records and prepared correspondence and

reports.

Store Manager/ Customer Service Mar. 2010 to Aug. 2013

Vaccaro’s 118 Shawan Rd. Cockeysville, M D 21030

Strengthened company's business by implementation of new ways to place orders for

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store needed goods

Trained, coached and mentored staff to ensure smooth adoption of the new system

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In charge of hiring and training new employees for the company

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Worked directly with other stores nearby and social media to help reduce cost for

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advertising to get the company name out

Helped create new ways to obtain revenue for the company through advertising and new

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items created for company

Exceeded company objectives with sales goals that were given to our store

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In charge of payroll for 20+ employees and the company

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Education

B.S.: Information Sciences and Technology, M ay, 2015

The Pennsylvania State University - York, PA

Hereford High School

Diploma: May, 2010

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