TERRY W. SMITH, CTNS

ad3brr@r.postjobfree.com

443-***-****

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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