Information Technology Customer Service

Terrence Kemp

**** ****** ** ***: 713-***-****

Houston, TX 77021 Email: ************@****.***

Motivated, energetic individual with excellent communication skills, Experienced with Microsoft operating software programs, Expertise in documentation and training using Word and PowerPoint. My work experience involves software maintenance, training and consultation, and providing recommendations in future planning. Providing these services in an effective and efficient manner will ensure maximum access to and implementation of technology services and resources.

Specializing in:

Project management - planning and guiding the project processes from start to finish.

Web Development - Designing Websites

System Analysis - Data collections, System Designs and Evaluations, ensuring the technology is accessible and equipped with current hardware and software.

Academic Credentials

Information Technology, Bachelor of Science

June 2009

College Colorado Technical University

GPA 3.1/4.0

Master of Science in Information Technology June 2011

Graduate School Colorado Technical University

GPA 3.55

Master of Science in Information Technology

Concentration: MSIT - Security Management Specialization

June 2016

Graduate School Colorado Technical University

GPA 3.45

Academic Certificates:

Basics of Accounting and finance Business in the Global Environment

Business Fundamentals Human Resource Development

Management Essentials Organizational Systems Improvement

Project Planning HTML and Web Designs

IT Skill Set

Operating system

:

Windows 2000 /XP/ Vista/Windows7

Software Packages

:

MS-Office, Visio,

Designing Tools

:

HTML, Flash, Java Script

Work Experience

Freelance Web Designer/Analyst/Help Desk 05/08 – currently

Terry’s Computer Services, Houston, TX

•Consulting with end users to provide hardware/software specifications and provides second level technical support for designated end users concerning problems with desktop computers, laptops, peripherals.

•Install and configure desktop computer hardware, software, and peripherals using standard procedures

•Lead designer and developer for web sites and promotional media for small businesses implementing contemporary designs, to create a web site with the client’s specific needs.

•Site creation included use of CSS, HTML, JavaScript, and Adobe Flash. Created and assembled web graphics, including logos and advertisements.

•Providing technical assistance and answers along with simple solutions to small business or home users to properly use their IT systems.

CSRII/ IT ANALYST, 11/2003 - 12/2008

CVS/CAREMARK – Richardson, Texas

• Managed broad range of installations, upgrades, roll-outs, for Windows-based networks.

• Spearheaded the computer installs, computer networking and help-desk support.

• Handled customer complaints, inquiries, billing questions.

• Maintained the training of new employees in the use of the operating systems or new software programs required to complete their job.

•Provided customer service and support to customers calling inbound to verify prescription coverage and medications prices.

•Successfully trained new employees, on the use of the operating systems and software. Troubleshoot and resolve web application issues escalated from customer support and other departments with a 100% success rate.

•Provided daily support to staff ensuring they have the necessary tools to perform tasks efficiently.

•able to handle complaints, even when handling unpleasant customers

Assistant Media Coordinator, 05/1998 - 06/2003

UNIVERSITY OF TEXAS – Richardson, Texas

•Conducted the videotaping of all campus related events

•Performed the video editing and the digital streaming of audio/video content.

•Setup and directed the video conferences using H3.20/3.23 protocols.

•Managed the purchasing of computers, peripherals and audio/visual equipment for the telecommunications department.

•Provided LAN support, installed network connections and telephones.

•Handled all computer installations for the department

•In charge of hiring personnel for the telecommunications, classroom support.

•Provided networking/desktop support, performed mainframe and account maintenance tasks.

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