Support Specialist Technical

Location:

Bedford, TX

Salary:

Open

Posted:

March 23, 2025

Contact this candidate

Resume:

Terri A Cichon

817-***-**** ********@*********.*** Bedford, TX 76021

Profile: Senior Technical Support Specialist / Analyst

Over 18 years of success supporting up to 40,000+ users globally at American Airlines, Morgan Stanley Smith Barney,

JP Morgan Chase, Jackson Walker, QBE of Americas, National General Lender Services, and Sabre Travel Information Network

Award-winning Information Technology professional recognized for consistently exceeding established technical, delivery, quality, and customer service goals.

Gained numerous accolades and recognitions from management, peers, and users for outstanding analytical, communication, troubleshooting, and problem-solving capabilities.

Proven expertise in analyzing, designing, and leading the implementation of technology solutions aligned with evolving business, financial, and service needs of regional, national, and global organizations.

Organized and efficient with exceptional follow-through abilities and detail-orientation; able to plan and oversee all aspects of projects from inception through successful conclusions.

Excellent troubleshooting skills with outstanding ability to satisfy users through analysis and first time problem resolution.

Successful in communicating and building relationships with all levels of management, vendors, team members, and staff.

Loyal and diligent with strong work ethics, drive, and ambition. Committed to professional excellence and customer satisfaction.

Areas of Experience & Credentials

Large Corporate Deployments / Network Migrations & Implementations / Technology Needs Assessments & Solutions

Mergers & Acquisitions / Customer Relationship Management / First Call Problem Resolution / User Training & Support

Best Practices & Continuous Improvements / Processes & Procedures Development / Team Collaboration & Leadership

Microsoft Certified Professional (MCP) / CompTIA Server+ Certified Technician

Professional Experience

TDAmeritrade- Charles Schwab–Southlake TX

2017/2024

Originally hired by TDAmeritrade as Desktop Support Specialist. Kept same position when Charles Schwab acquired TDAmeritrade

Collaborated with corporate Service Desk and Infrastructure Engineering teams to troubleshoot issues with desktops, servers, software, Cisco switches, and software. Represented Desktop Computing Team during security audits with customers.

Migrated over 1000 users to Charles Schwab standardized Citrix Virtual Desktop environment. Set-up new desktops and laptops with corporate images, printers, and Cisco switches. Developed solutions to issues and trained users on processes.

SENIOR DESKTOP Support Specialist

Brought in to provide dedicated technical support to over 1000 users in the Fort Worth site, and remote. Based upon organizational restructuring, given additional responsibility to support Covid Remote workers

Held full accountability for installing, configuring, upgrading, troubleshooting, and ensuring optimal performance of Citrix Virtual desktop environment. Set-up new laptops and desktops, analyzed and resolved issues, educated users on new systems, and responded to users’ questions and problems. Collaborated with Infrastructure team to resolve outages and improve uptime. Assumed concurrent responsibility as the Maintenance Lead for the server room’s power and backup systems.

Migrated 280 users from newly acquired Sterling Insurance and Balboa Insurance businesses into QBE’s standardized hardware and software. Set-up new hardware and software onto the Citrix Virtual desktop environment.

Set-up the new Customer Call Center in Fort Worth. Coordinated the shipment of technology from North Carolina to Fort Worth. Built a 25-user Training Room and configured 50 desktops for new employees.

Relocated 200 users and desktops to new locations within the building with zero disruptions to business operations

NATIONAL GENERAL LENDER SERVICES / QBE NORTH AMERICA – Fort Worth, TX 2012 – 3/2017

Originally recruited by QBE North America as consultant, recruited as an employee of QBE North America within 3 months, and kept on following acquisition by National General Lender Services.

Technical Analyst I – Infrastructure Technology, National General Lender Services (2016-2017)

Chosen to continue to provide the needed desktop support to 250 internal / remote users in the Fort Worth site following acquisition.

Migrated 250 users to National General Lender Services’ standardized Citrix Virtual Desktop environment. Set-up new desktops with corporate image, printers, and Cisco switches. Developed solutions to issues and trained users on processes.

Senior Technical Analyst, QBE North America (2012-2015)

Brought in to provide dedicated technical support to 260 users in the Fort Worth site, and remote users in Georgia and Florida. Based upon organizational restructuring, given additional responsibility for 240 users within the Plano and Irving sites.

Credited with providing optimal support to 500 users within 3 locations for 6 months. Travelled extensively to each site to address users’ issues and needs. Trained and mentored new Technical Analyst for the Plano and Irving sites.

Relocated 200 users and desktops to new locations within the building with zero disruptions to business operations.

“I have had many jobs in my life but never have I worked with such a nice, experienced, knowledgeable person like yourself.

You always went over and above to help each and every one of us when systems, printers, etc. were not working, and worked

so hard to every day to get your job done.” Insurance Servicing Team Lead (End-User), National General Lender Services

JACKSON WALKER, LLP. – Dallas, TX 2012

Software Applications Support Analyst / Consultant

Recruited by former IT Director for strategic project to upgrade desktop infrastructure to Windows 7 for this Texas-based law firm.

Primary interface with 750+ users in 5 locations throughout Dallas, Houston, San Antonio, Fort Worth, and Austin to ensure optimal productivity during the rollout of new desktop computing environment. Educated users on functionality of new operating system, addressed questions and concerns, inventoried printers and applications, scheduled deployment efforts, and resolved issues.

Recognized for minimizing potential productivity issues during the migration of desktops from XP to 7.

Noted for achieving the highest level of first-call resolution, promptly escalating issues, and following up to ensure optimal problem resolution and customer satisfaction. Supported users leveraging remote connection and phone.

Earned solid reputation for providing exceptional customer service to law partners, associates, and legal secretaries.

Analyzed and resolved issues with MS Office Suite 2010, MS Outlook, MS Windows, VPN, Citrix, iPads / iPhones, and printers. Assisted users with storing documents and troubleshooting issues on iManage document management system.

“I worked with Terri Cichon yesterday and today on a couple of problems and she was very helpful with a great attitude,

and even took time to do some research on the Web to help come up with a workable solution.” End-User, Jackson Walker LLP

MORGAN STANLEY SMITH BARNEY INC. – Dallas, TX 2008 – 2012

Technical Analyst / Team Lead / Consultant

Originally brought on by Judge Consulting to provide first-level technical support to 25,000 users globally for Citi Smith Barney. Promoted and kept on following Morgan Stanley and Citi Smith Barney merger as the Quality Control Lead for a group of 4 handling Level I and III escalations for these global financial services firms.

Researched, tested, diagnosed, and resolved technical outages and network / application issues. Configured, tested, deployed, and supported virtual machines and Windows XP / 7 desktops. Developed, updated, and delivered daily customer service reports to upper management, and resolved any unsatisfactory surveys. Tracked technical issue trends and collaborated with other team members within the IT Department to define and implement solution.

Recognized in the top 2%—among 100 service desk agents—for number of calls and resolutions. Acknowledged for always working with a sense of urgency to troubleshoot users’ technical issues throughout the US, Japan, Australia, and Europe.

Credited with analyzing and resolving issues with Bloomberg, Reuters, FCI, Nextgen, Outlook, and Blackberry technologies leveraging remote connectivity software and over the phone.

Primary interface with users throughout Australia and Japan to address problems following the deployment of Virtual Desktop Interfaces (VDIs).

Chosen to assume responsibility during the absence of Manager, encompassing communicating and overseeing the resolution of issues affecting outages, coordinating projects with internal resources and vendors, and supervising teams.

“Terri has exceptional technical skills, work ethics, and customer service skills…and is a team player. Terry is often acknowledged by the end users for her customer service and technical skills. She is extremely well respected by all levels of management.”

Manager, Morgan Stanley Smith Barney

AMERICAN AIRLINES CORP. – Fort Worth, TX 2005 – 2008

Systems Administrator / Consultant

Chosen by Pinnacle Technical Resources for contract with EDS to provide Level II support to 40,000+ American Airline employees globally.

Provided optimal support to users during first, second, and third-shift operations for the 24/7 Global Service Desk. Processed install / add / move change requests. Created profiles and permissions in Active Directory. Hosted technical bridge to support field engineers with hardware / software issues. Determined and created dispatch tickets for hardware / software issues to third-party vendor.

Granted award and only consultant invited to Awards Dinner for outstanding contribution to the Windows XP image and hardware deployment effort to 40,000 American Airline personnel globally.

Credited with consistently meeting or exceeding established Service Level Agreements (SLAs) on analyzing and resolving issues with desktops, gate readers, printers, and flight display systems at all airports throughout the world.

“I had Terri on my project team for 2 years during a major global infrastructure upgrade. She worked for me in various key support roles, and based on her work, I would rank her as one of the best consultants we had on our team. Terri distinguished herself by consistently being recognized by our client and her peers for her outstanding patience and support. She was a dedicated dependable addition to our team, and a pleasure to work with. She is highly intelligent and has good analytical and communication skills. ”

Manager, EDS / HP

JPMORGAN CHASE & COMPANY – Fort Worth, TX 1997 – 2005

Officer / LAN Analyst II

Built an impressive record of achievements and advancements for this global financial institution.

Brought in to provide primary support to 400+ users and secondary support to 1,000+ users throughout the International Group. Promoted as Lead Technician for bank’s Processing Operations Center supporting 300 users and secondary support to 1,800 users across 3 additional Processing Centers throughout Texas. Liaised between internal clients, external vendors, and technical groups to ensure appropriate resolution of escalated issues for 24/7 Center.

Relocated 1,200 users from multiple lines of business into a centralized location.

Planned and led efforts to deploy Ethernet infrastructure to replace Token Ring environment.

Selected as Team Lead of 12 in integrating and upgrading environment to support merger with First Chicago Bank.

Installed and support multiple Disaster Recovery sites that enabled seamless business continuity.

Terri was responsible for the training and marketing departments. Both departments required immediate and specific attention. Her customer service and technical skills were always put to the test and she never failed. Terri took advantage of technical

classes to make sure she stayed ahead of the curve. Customers were always a priority. She would pitch in to help

other LAN managers if it was needed. Her work ethics have always been admirable. I highly recommend her.”

Manager, SABRE American Airlines

AMERICAN AIRLINES / SABRE TRAVEL INFORMATION CORP. – Fort Worth, TX 1989 – 1997

Technical Trainer / LAN Manager

Fast-track promotions through a dedicated 8-year career for this leading provider of technology, distribution, and marketing services.

Selected and promoted to a strategic group of 14 to provide leadership and framework to establish company’s 1st centralized IT Department.

Chosen to set-up the Training Division in Europe, encompassing staffing, processes and procedures design, training guidelines development, and infrastructure deployment.

Provided server, desktop, and laptop support to the International and Marketing Department.

Recognized for meeting and / or exceeding established Service Level Agreements (SLAs).

Education & Technology Proficiency

ILLINOIS STATE UNIVERSITY Bachlors Business Administration 1979

Certifications

Microsoft Certified Professional (MCP) CompTIA Server+ Certified Technician

Technology Proficiency include:

Citrix 4.5, MS Windows (7, Vista, XP, 2000 & XP Professional), Novell NetWare (6.0, 5.0, 4.11), Active Directory

Duo Security, MS SMS, Altiris, Ghost, Sabre, MS Office Suite, Peregrine Service Center, Tivoli Service Manager

Symantec VIP Access, Cisco VPN Client for Windows 7, Norton Anti-Virus, ZenWorks, Interactive Intelligence

Peregrine, Net Meeting, Live Meeting, Service Now, iManage, Smart VCN, Virtual Desktop Interfaces (VDIs)

MS Communication, McAfee, Proxy Networks, TCP/IP, DNS, DHCP, VOIP,

Servers, Desktops, Laptops, iPads, iPhones, Blackberry Devices, Routers, Printers, Modems, Cisco Teleconference.

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