Customer Service Technical Support

Terrelle Thompson

********.********@*****.*** 347-***-**** New York City, NY

https://www.linkedin.com/in/terrellet98/

OBJECTIVE

Objective: Enthusiastically seeking a role as a Technical Support Analyst, leveraging strong technical troubleshooting and remote support skills to drive efficient problem resolution and enhance user satisfaction. Proven experience in diverse IT environments makes a great fit to deliver exceptional support and optimize system performance. SKILLS

IT Support • Technical Troubleshooting • Remote Support • System Optimization • Customer Service • Consultant

/Contractor • AV Setup • Incident Management • Documentation and Reporting • System Backups and Recovery • Mobile Device Management • IT Asset Management • End-User Training • Team Leadership • Inventory Handling • Communication Skills • Windows XP • Vista • 7 • 8 • 8.1 • 10 • 11 • Mac Os X • iOS • Android • Blackberry • MS 365 • Intune/Azure • MS Suite 2007/2010/2013/2016 • WebEx • Microsoft Teams • Sap • Autodesk: AutoCAD • JAMF 100 Trained • Active Directory • Siebel • ServiceNow Ticket System • Cherwell Ticket System • Zendesk Ticket System • Citrix Workspace • Backups • Imaging • Restore • TCP/IP/DNS Configurations • Pc • MAC's • Mobile Device Support • Assembly and Disassembly • New Equipment Rollout • Routers / Switches • PC/MAC Network Diagnostics • PC/MAC Refresh • PC/MAC Recovery • PC/Laptop Maintenance • Network Printer Troubleshooting • Server Installation Rack and Stack • Printers/Scanner Maintenance • PC Decommission • Cisco VTC Setup • Communication • Project Management WORK EXPERIENCE

SMBC Group New York, NY

Executive Support Analyst Mar 2023 - Jan 2025

• Executed major meetings using Google Meet, Zoom, Webex, and Teams, managing all stages from planning to post-production video.

• Facilitated quarterly Earnings and Board meetings by providing technical support and recording duties, enhancing the professionalism of these events.

• Logged and documented calls and projects, improving record-keeping efficiency and transparency.

• Collaborated with IT teams to resolve technical issues in various areas, including conference rooms and network infrastructure, ensuring smooth operations.

Live Nation New York, NY

Help Desk L2 Analyst Jun 2022 - Feb 2023

• Managed and resolved incoming service tickets and phone inquiries to ensure timely solutions.

• Documented and tracked all support interactions within the trouble ticket database for accurate record-keeping.

• Facilitated user and workstation onboarding and offboarding processes efficiently.

• Collaborated with cross-functional teams to enhance IT solutions and refine policies.

• Responded promptly to emergency outages to minimize downtime and maintain operations.

• Served as an escalation point for complex network issues and unidentified support challenges.

• Utilized remote assistance software to diagnose and resolve customer system issues effectively.

• Offered strategic insights to address client IT requirements and improve service delivery.

• Supported internal users with Workday functionality and provided necessary guidance.

• Assisted in managing device administration through the JAMF suite and supported OS X virtualization solutions. New York University (NYU) Remote

Remote Service Desk L2 Analyst Sep 2021 - Jun 2022

• Led a service desk team composed of internal staff and global managed service partners.

• Developed operational processes and procedures to ensure efficiency in a 24x7 support environment.

• Logged, tracked, and documented all service calls in a trouble ticket database.

• Responded promptly to support emails and tickets to maintain service levels.

• Collaborated with cross-functional teams to enhance solutions and policies.

• Managed emergency outage responses and related tasks.

• Acted as an escalation point for complex network needs and unidentified issues.

• Utilized remote assistance software to diagnose and resolve customer system issues.

• Addressed incoming calls, resolving or escalating issues according to SLAs and SOPs.

• Provided guidance to internal users on Workday functionalities and coordinated user testing for SAP system changes. Royal Bank of Canada (RBC) Remote

Remote Zoom Implementation L2 Analyst May 2021 - Sep 2021

• Collected and analyzed data on Zoom usage to identify trends and improve service delivery.

• Created and managed user accounts, ensuring access control aligned with company standards.

• Developed and implemented training materials, guides, and workflows to enhance user experience.

• Responded promptly to support emails and tickets, maintaining high customer service standards.

• Collaborated with cross-functional teams to refine solutions and enhance policy effectiveness.

• Developed standards and best practices for the Pilot Zoom infrastructure to optimize operations.

• Provided technical support and resources to various departments, including Microsoft Teams and WebEx Teams.

• Acted as a point of escalation for complex network needs and unresolved support issues.

• Documented and performed maintenance and upgrades on network and core equipment as required.

• Escalated critical issues to senior leadership quickly and accurately to ensure timely resolution. Success Academy Charter Schools Remote

Remote Technical Support Analyst May 2020 - Oct 2020

• Responded to incoming support inquiries via phone, email, and tickets in a timely manner.

• Logged all troubleshooting communications in the proprietary help desk system.

• Collaborated with cross-functional teams to enhance network designs and solutions.

• Developed standards and best practices for network infrastructure.

• Troubleshot issues related to networking, routing, LAN/WAN, and interconnectivity, including hardware problems.

• Managed emergency outages and coordinated with relevant departments to deliver timely updates.

• Provided technical support and resources to other departments.

• Addressed network capacity issues involving dark fiber, wavelengths, peering, and transit.

• Served as a point of escalation for significant network needs and unresolved issues.

• Documented and executed maintenance for network and core equipment upgrades. North Western Mutual New York, NY

Technical Support Analyst Oct 2019 - Feb 2020

• Installed and configured computer systems and applications to enhance operational efficiency.

• Responded to customer inquiries, assisting in troubleshooting and resolving technical challenges.

• Actively updated, maintained, and monitored all aspects of computer networks to ensure optimal performance.

• Resolved technical issues related to network interruptions, minimizing downtime.

• Attended in-person meetings with clients to analyze, troubleshoot, and diagnose hardware problems.

• Maintained a detailed log of system updates, including dates of completion for accurate record-keeping.

• Organized and filed documentation related to warranties and instructional guides for computer hardware. Conde Nast New York, NY

IT Analyst Jun 2019 - Jul 2019

• Resolved inbound computer-related support tickets efficiently, ensuring timely assistance.

• Supported both Windows and Mac OS platforms for diverse user needs.

• Addressed technical issues involving Microsoft core business applications and operating systems.

• Managed Microsoft Active Directory administration and user management tasks.

• Maintained, repaired, and upgraded desktop computer hardware, printers, and phones.

• Facilitated hardware, software, network access, and telephony setup for new and existing employees.

• Maintained open communication with customers, providing updates and resolution notifications.

• Collaborated with IT operations to manage infrastructure, including hardware maintenance and platform patch deployment.

• Participated in after-hours support rotation and handled emergency support situations.

• Provided user guidance and support on Workday functionality and performed identity management tasks. NBCUniversal Media, LLC New York, NY

PC Analyst Level 2 Oct 2018 - Feb 2019

• Collaborated with managers to align IT system roles with organizational goals.

• Researched and evaluated emerging technologies to enhance organizational efficiency.

• Prepared cost-benefit analyses for management to assess IT infrastructure upgrades.

• Developed strategies to enhance functionality of existing computer systems.

• Provided regular status updates on Windows 7 to Windows 10 migration via Google Sheets.

• Managed system installation and configuration, ensuring customization for organizational needs.

• Conducted system testing to verify operational functionality and reliability.

• Trained end users and authored instructional manuals for system use.

• Delivered technical support for MacBook, iMac, and Mac Pro users.

• Contributed to Office 365 and Windows migration projects to enhance system performance. Moody's Investors Service New York, NY

Desktop Specialist Feb 2018 - Oct 2018

• Developed and maintained computer images for both Windows and Mac OS systems.

• Evaluated and recommended upgrade schedules for new product versions.

• Installed and modified MS Office 365, collaborating with vendors to resolve technical issues.

• Provided support for desktop computers, laptops, and peripherals, ensuring effective problem resolution.

• Installed and configured hardware, software, and peripherals following standard procedures.

• Managed migrations from Windows 7 to Windows 10, handling an average of 30 tickets daily with a 90% SLA compliance rate.

TB Computer Consultant Inc New York, NY

IT Support Consultant Desktop Support Nov 2015 - Jan 2018

• Created and managed user accounts, ensuring access control adhered to company standards.

• Led PC rollout and refresh projects, optimizing management systems for both old and new hardware across NYC and NJ.

• Maintained a comprehensive inventory of installed software and ensured hardware standardization.

• Analyzed, troubleshot, and resolved system hardware and software issues efficiently.

• Collaborated with external vendors to resolve outstanding work orders promptly.

• Engaged actively in team meetings, providing suggestions for process improvements.

• Assembled and configured computers in a depot environment, ensuring readiness for deployment.

• Delivered high-efficiency onsite and remote desktop support to all client end users.

• Assisted end users with the use of approved company standard software and operating systems.

• Participated in a ransomware attack data recovery project, training 15 technicians to recover data from 1,700 computers. New York-Presbyterian Hospital New York, NY

IT Analyst Desktop Support Jan 2017 - Jul 2017

• Configured workstations with computers and necessary peripheral devices, including routers and printers.

• Assessed computer hardware, such as HDDs, mice, and keyboards, to ensure optimal functionality.

• Delivered consistent high-level customer service to healthcare professionals, including nurses and doctors.

• Installed and configured software according to specifications to meet user requirements.

• Developed and maintained local networks to optimize performance and ensure reliable connectivity.

• Ensured the security and privacy of networks and computer systems, protecting sensitive information.

• Guided users in operating new software and computer equipment, providing necessary orientation.

• Diagnosed and resolved technical issues through troubleshooting, including repair and part replacement.

• Documented repairs, fixes, and maintenance schedules, including Windows 7 to Windows 10 migrations. Google / Telex New York, NY

Datacenter Decommission Project Sep 2016 - Nov 2016

• Managed the installation and organization of server hardware, ensuring optimal placement and functionality.

• Conducted comprehensive inventory management for network cables and power cords, maintaining accurate records and availability.

• Installed and configured network and power cabling, supporting seamless data center operations. EDUCATION

Per Scholas Technical School

CompTIA A+ and Network+ Training, IT

New York, NY

Mar 2017

Ralph R. McKee Career Technical High School

High School Diploma, General Education

Staten Island, NY

Jun 2016

CERTIFICATIONS

Computer Science certification, Harvard University JAMF 100 Training

Dell Desktop, laptop, and Notebook Certified

Autodesk: AutoCAD certification

Wise Financial Literacy Certification

HDI Certification

CompTIA A+ Technician

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