Technical Support Customer

Terence Hooks

***************@*****.*** 443-***-**** Baltimore, MD

www.linkedin.com/pub/terence-hooks

SUMMARY

Customer Support professional with 21 years of experience in technical support and help desk roles, specializing in Active Directory management and Service Now ticketing systems. Proven track record of delivering excellent customer service while diagnosing and resolving complex hardware and software issues. Skilled in remote troubleshooting, employee training, and managing high-priority escalations in fast-paced environments. Seeking Customer Support position to leverage expertise in enhancing customer satisfaction and operational efficiency. WORK EXPERIENCE

Johns Hopkins Hospital Baltimore, Maryland

Support Center Agent Jan 2018 - Present

• Perform password resets using Active Directory for staff and students, escalating issues to remote support when beyond scope of permissions.

• Create and manage service tickets in ServiceNow, escalating and prioritizing issues affecting patient care or multiple sites.

• Provide support for internal applications by directing tickets to the appropriate department for further assistance.

• Deliver exceptional customer service throughout the support process, ensuring efficient and effective resolution of inquiries.

Baltimore City Public School Baltimore, Maryland

Call Center Technical Support Jul 2016 - Dec 2017

• Responded to and diagnosed computer-related issues through direct user interaction, delivering timely and effective solutions to enhance end-user productivity.

• Performed troubleshooting and maintenance actions both remotely and on-site, addressing equipment and software issues where standard procedures were insufficient.

• Logged and managed service requests, escalating as needed, and coordinated contractor interventions to ensure efficient problem resolution.

National Association for the Advancement of Color People Baltimore, Maryland Help Desk Support Nov 2015 - Jul 2016

• Provided technical support by managing password resets and ensuring accurate domain setup for email and computer accounts using Outlook 365 and Active Directory.

• Conducted troubleshooting and problem resolution for workstations, laptops, printers, peripherals, and phones, while maintaining detailed documentation of solutions.

• Facilitated communication between staff and the technology department, supported staff training on software and hardware, and maintained inventory for all computer equipment. Baltimore City Public School Baltimore, Maryland

Call Center Technical Support Aug 2014 - Nov 2015

• Responded to and diagnosed computer-related issues through direct user interaction, ensuring accurate and timely solutions to enhance end-user productivity.

• Executed restorative and maintenance actions both remotely and on-site, employing troubleshooting and technical skills to resolve moderate computer and networking problems.

• Recorded and managed detailed information for each support request, escalating or directing contractor staff when necessary for problem resolution.

Capital One Inc. Laurel, Maryland

Desktop Support Nov 2013 - Jul 2014

• Provided desktop support to over 900 users and managers, utilizing remote access tools and responding to client-raised tickets with HP Service Manager Software for efficient issue resolution. Installed and configured essential applications such as Touch Point, Avaya IP, Office, and Outlook versions 2007 and 2010.

• Managed network domain integration for new systems, conducted hardware and software upgrades, and facilitated equipment relocation during building construction. Coordinated desktop security updates to ensure compliance and mitigate operational risks.

Computer TechEaze Inc. Baltimore, Maryland

Computer Technician & Front Office Manager Feb 2003 - Sep 2013

• Delivered comprehensive support for Microsoft OS environments, including installation, upgrade, and troubleshooting across Windows 7 and Windows 8 systems.

• Provided networking, server, and desktop support for a range of brands, including Dell, HP, and IBM, as well as custom-built workstations.

• Conducted thorough research on software products to recommend cost-effective upgrades, enhancing client satisfaction and system performance.

• Managed technical issues through effective use of ticketing systems, ensuring timely resolution of hardware and software problems, including virus and spyware mitigation. EDUCATION

State Board Of Education

High School Diploma, General Education

Dec 2018

SKILLS

Desktop Support • Operation, Installation, Maintenance, Diagnosis and Repair of Hardware and Software • Industry Current Software and Hardware • Computer Installation and Operating System Configuration • Technical Support in Hardware and Software Issue Diagnosis and Troubleshooting • Hardware and Software Support for Windows and Mac Products • Employee Training • Remote Troubleshooting With Dameware Mini Remote Control • Windows Operating System (XP, 7, 8, 10) • MacOS/Parallels • Desktops/Laptops (Dell, HP, Lenovo) • Active Directory Account/User Management • Peripherals (HP/Ricoh/Canon, Scanners, Kyocera Copiers) • Heat and Service Now Ticketing Systems • MS Office Suite 2003, 2007, 2010, 2013, 365 • Enterprise Connect • Experience With Executive Users and Call Center Users

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