Customer Service It Support
Resume:
TERRY W. SMITH, CTNS
***********@*****.***
Charlotte, NC
SUMMARY
US Army Veteran and degreed Field Technician/Network Technician with over 18 years of experience supporting clients. Extensive working knowledge of both Windows 7 and 10, Windows Server 2010 through 2016, Cisco Networking, Voice and Data Cabling, Mobile Device Support backup and restore images on all platforms. Experience with RF testing equipment including oscilloscopes, power/volt meters, spectrum analyzer, signal generators as well as company specific diagnostic software. Previously held a Secret Clearance and still clearable
Recently completed the Google IT Support Professional Certificate — an eight-month IT support program that covers troubleshooting, customer service, networking, operating systems, system administration, and security, and includes hands-on labs.
Technical Skills
Software support, installing and troubleshooting software on multiple platforms including server 2012, server 2016 and Microsoft OS 7 and 10
Network and cable specialist, installing and repairing multiple cable types as needed
Testing and communications, working on servers, modems, routers and switches to run various tests and install updates when needed
Experience in backup and image management software
Proficient user of Microsoft Office Applications (Word, Excel, PowerPoint, and Access)
Effective skills in supporting server-room team, running various installs and cabling in the server room for proficient data management
Basic computer architecture, Operating systems (Windows, Linux), Remote connection and virtual machines, Computer networking, Software management, Troubleshooting, Customer service, Routing concepts, VPNs and proxies, Permissioning, Package and software management, Process management, Resource monitoring, Systems administration, Configuration, Centralized management, Implementing/managing, directory services, Data management and recovery, IT security, Cryptology/encryption
Hashing, Network security
PROFESSIONAL EXPERIENCE
Apex Systems/Northrop Grumman
Charlotte, NC
Field Service Technician
November 2022-present
Designated focal point and liaison between site personnel and Northrop Grumman headquarters.
Maintaining Cabinets and Site Controllers for weekly scheduled maintenance.
Providing electrical, mechanical and computer troubleshooting to installed equipment.
Maintaining maintenance logbooks.
Providing status and update worksheets through website interface.
Providing corrective maintenance with a 48 hour response time and 72 hour correction time for customer generated issues.
Completing spreadsheet and word processing reports.
Downloading/uploading files and software patches.
CAC (Customer Assistance Center) Support.
Atrium Health/Pyramid
Charlotte, NC
TDR IT Technician/Field Support
May2022-November 2022
Provide excellent on-site customer service and support to all end-users
Work closely with project management and Epic application teams to understand Field Service support needs
Travel to site-specific hospitals and clinics to support the device mapping, hardware refresh, and Epic “TDR” script testing to ensure correct application installation
Testing workstations and peripheral devices, using Epic software modules and executing Epic test scripts, to ensure printing queues are created and printers are mapped to the correct workstations, and peripheral devices are working as expected
Providing detailed information on each failed workstation or device, using Epic modules and Epic test script outputs, to ensure proper and efficient turnaround times for failure troubleshooting and resolution
Understand expected result and document failures effectively based on test script requirements
Utilize tools like Vizio to plan and evaluate hardware and software needs across the organization
Troubleshoot and support clinical, business, and IT staff on Ad-Hoc basis
Becton Dickinson/ Novasyte
Charlotte, NC
Field Service Technician
June 2021 to May2022
Lead
(Dispensing Implementation)
Lead, facilitate, coordinate, and track day-to- day activities required to ensure the project is completed on time, successfully, and in a manner consistent with organizational goals, departmental policies, established processes, and/or the standard terms and conditions of the contract
Creation and use of project plans for assigned projects, which include clear landmarks and assignment of project task responsibilities
Successfully manage the scope of the project, including customer priorities
Demonstrate a proactive approach to identify risks to project success; develop effective action plans for resolution
Appropriately manage / escalate project issues or risks
Managing customer expectations of product and services
Providing leadership and Demonstrate direction for customers and BD project team
effective communication skills, verbal and written, with customers, project teams and leadership
Ensuring customer satisfaction
Demonstrated ability of leading project teams and act as an effective team leader for all matrixed staff
Accurately forecasting current and future quarter revenue for each assigned project
Use of all governance tools (scope document, project status reports, risk and change logs, tollgates, etc.), for all assigned projects, to effectively manage all projects
Provides constructive performance appraisal input through peer review process
Demonstrates knowledge of industry-recognized project management methodologies
Possesses healthcare project management experience and demonstrates thorough knowledge and understanding of project management methodologies and relevant clinical and IT operations
Understands customer medication management workflow
Demonstrates an understanding of Implementation project governance expectations (scope management, tollgate, and risk & change management processes)
Has responsibility of orders, medium or large sized projects or teams
Project scope requires significant impact to customer workflow
Manages project scope of multiple Dispensing products
Responsible for maintaining project schedule and timeline
Follows forecasting and backlog management processes
Participates in pre-sale process for medium or large size projects
Provides coaching, mentoring, and training for project team and peers
Demonstrates effective communication and engagement with customer
Able to effectively work across multiple departments (e.g. TSC, Sales, Finance)
Ensures complete project closure including, customer acknowledgement, equipment reconciliation, and transition to TSC
Demonstrates the professional and soft skills necessary to be an effective project manager
NCR, Baltimore, MD
August 2019 to September 2020
Field Service Technician (contract)
Complete full unit replacements, basic repairs, and light repairs on retail environment POS systems and Financial ATM
Testing, troubleshooting and repairing of POS Register terminals, Flatbed Scanners, and all Register Peripherals, Front End and all outlying register locations
Simple troubleshooting to be completed (reseating cables, reboot, double-dump) and parts replace with use of whole unit parts in kit given and running company diagnostic software
Cleaning of equipment
Installation inclusive of software loads and upgrades
August 2018 to July 2019 - Working out of industry
Nexagen, Aberdeen, MD
August 2016 to July 2018
Field Test Technician
Supported the installation, operation, and maintenance of enterprise and tactical satellite communications (SATCOM) networks, hardware and software, and associated equipment
Tested Satellite Transportable Terminals (STT) which include Cisco switches and routers, and modems such as Network Centric Waveform (NCW) and Linkway
Tested Army Tactical Network (WIN-T), including Joint Network Node (JNN) across Colorless Core, NIPR and SIPR networks
Tested and implemented Information Assurance Vulnerability Alert (IAVA) patches on Department of Defense (DoD) systems
Monitored and analyzed satellite communication IP links; identify and rectify performance issues
Performed software and hardware fault isolation and diagnostic assessment and execution of corrective action(s) on real-time basis for both Data and Voice networks in an R&D lab environment
Performed routine and non-routine repair of satellite systems and associated IP based subsystems
Used RF testing equipment – oscilloscopes, power/volt meters, spectrum analyzer, signal generators
Conducted interval and on-demand preventive maintenance checks and services IAW site specifications
Nexagen – continued
Maintained logs and records associated with testing requirements, problem reporting, and troubleshooting and lab activities
Upgraded and tested, configured cisco routers 2800,2900,4331,4451,7200
Nexus switches upgrading and testing nexus 3172TQ,3560 switches
ASA 5515-X Firewall upgrade and testing and NetApp bench testing
Network Centric, Waveform (NCW) IP Modem upgrading and testing
LinkWayS2 satellite modem upgrading and testing
Baltimore City Fire Department, Baltimore, MD
March 2016 to August 2016
Field Service Technician (contract)
Tested, troubleshot and repaired Toughbook computers, printers and other in-vehicle hardware and equipment at Fire stations and local area hospitals EMS printers
Provided field support to EMS providers, traveled from one unit to another and between EMS station
Tech Service Today, LLC, Baltimore, MD
September 2014 to July 2017
Technician
(contract and worked part-time as need when working other jobs)
PC/Desktop repairs
Printer maintenance
System installations
Network troubleshooting
Software upgrades
Cabling installations (voice and data)
Wiring repairs
New phone system installs
System troubleshooting and maintenance
July 2011 to August 2014 - Working out of industry and went back to school to get AAS degree
Pomeroy IT Solutions Inc., Baltimore, MD
May 2011 to June 2011
Computer Technician (contract)
Executed software testing to ensure equipment was working properly
Installed accufit eye care systems at Lens Crafts regional stores in the DC, Baltimore MD area
Used templates to drill millwork on counter tops
Dressed all wiring neatly
October 2007 to April 2011 - Working out of industry
San Antonio City Government, San Antonio, TX
March 2007 to September 2007
IT Specialist
Monitored and perform maintenance of computer systems
Answered user inquiries regarding computer software or hardware operation
Conducted computer diagnostics to investigate and resolve problems
Entered commands/observe system functions to verify correct operations/detect errors
Set up equipment for employee use (install cables, operating systems, or appropriate software)
Installed and perform minor repairs to hardware, software, or peripheral equipment
Consulted with staff, users, and management to establish requirements for new systems or modifications
Trained users in the proper use of hardware or software
Inspected equipment and read order sheets to prepare for delivery to users
J Daw Electrical Systems, Cockeysville, MD
September 2006 to March 2007
Electrical Apprentice
Read interpreted, and executed drawings, schematics, blueprints, and electrical code specifications to see layout of commercial electrical equipment installations
Tested electrical and equipment and parts for continuity, current, voltage, and resistance
J Daw Electrical Systems – continued
Installed, repaired, or replaced AC/DC motors and drives, transformers, motors, starters, relays, and hydraulic and gas electrical controls
Installed repairs, or replaced electrical wiring, receptacles, switch boxes, conduits, feeders, fiber-optic, and line assemblies, lighting, and alternative electrical parts
Installed repaired, or replaced generators and industrial storage batteries
Did preventive maintenance and testing of electrical systems (including power distribution equipment)
Installed electrical circuits, as well as panels, conduit, protecting devices, switches, and equipment required to accommodate the CEC and/or NEC
Action Electrical Contractors, Churchville, MD
April 2005 to August 2006
Electrical Apprentice
Read, interpreted and executed drawings, schematics, blueprints, and electrical code specifications to see layout of commercial electrical equipment installations
Tested electrical and equipment and parts for continuity, current, voltage, and resistance
Installed, repaired, or replaced AC/DC motors and drives, transformers, motors, starters, relays, and hydraulic and gas electrical controls
Installed repaired or replaced electrical wiring, receptacles, switch boxes, conduits, feeders, fiber-optic, and line assemblies, lighting, and alternative electrical parts
Installed, repaired, or replaced generators and industrial storage batteries
Did preventive maintenance and testing of electrical systems (including power distribution equipment)
Installed electrical circuits, as well as panels, conduit, protecting devices, switches, and equipment required to accommodate the CEC and/or NEC
Kirk Army Health Clinic, Aberdeen Proving Grounds, MD
March 2000 to December 2003
Information Technology Specialist (contract)
Performed routine assignments independently or as a team to accomplish projects
Supported end users with IT related problems in a responsive oriented manner
Setup, managed, and maintained of IT related equipment
Trained staff with IT related equipment
Monitored backup jobs and ensured high level of completion success rate
Enforced processes to maintain a stable network environment
Assisted the IT director with project work to grow technology infrastructure
Assisted with troubleshooting, installation, and implementation of systems
Consulted with organization with regards to being proactive concerning new technologies and alternative methods of information processing
Developed and monitored performance levels of hardware/software information assurance vulnerability alert (Iava’s)
Developed and maintained information architectures (data, application, and network)
MILITARY EXPERIENCE
United States Army
January 1988 to January 1992
Patriot Missile Crewman
EDUCATION/CERTIFICATIONS
Google IT Professional Certificate – Coursera, online 2022
American Business and Technology University, St. Joseph, MO
October 2012 to August 2014
Associate of Applied Science degree in Network Administration and Information Security
Courses included: Information Technology Project Management; Relational Database Management; Programming Logic and Design; Computer Networking for LANs to WANs; Principles of Information Security; Windows 2008 Server Networking; Windows 2008 Server Networking II; Integrated Business Applications; Network Security Fundamentals; Introduction to Computer Forensics; Microsoft Office Suite; Business Communication
Teracom Training Institute September 2018
Certified Telecommunications Network Specialist (CTNS)
Telecommunications Certification Organization (TOC)
EDUCATION/CERTIFICATIONS – continued
Cyber Academy Body of Knowledge – December 2015
True Information Assurance certificate of completion
Computer Associates
CA Unicenter 4.0 Certificate
C Tech Associates Inc.
Network Cabling Specialist-FOA Fiber Optics Association Certified
Community College of Baltimore County, Catonsville, MD
Copper Cabling Certified
Lincoln Technical Institute, Columbia, MD
Help Desk Analyst Certificate
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