IT Support & Field Service Specialist

Terry Smith Technology Professional

443-***-**** https://www.linkedin.com/in/terry-smith-386a0537

Martinsburg, WV ***********@*****.***

PROFESSIONAL SUMMARY

IT Support & Field Service Technician with 18+ years of experience across enterprise, healthcare, and defense environments. Skilled in networking, system administration, and asset management with proven ability to lead projects, optimize infrastructure, and deliver client satisfaction. U.S. Army Veteran with active certifications including Google IT Support Professional and Certified Telecommunications Network Specialist (CTNS).

CORE SKILLS

IT Support & Troubleshooting (Windows, Linux, Mobile Devices)

Networking & Telecom (Cisco, VoIP, RF, cabling – copper & fiber)

Asset Management & Auditing (CMDB, AIM, SharePoint)

Security & Compliance (IAVA, Encryption, VPNs, Firewalls)

Hardware/Software Installation & Imaging

PROFESSIONAL SKILLS

Project & Stakeholder

Management (Service Improvement, SLA reporting)

Customer Service & Cross-functional Collaboration

PROFESSIONAL EXPERIENCE

ADMINISTRATOR L2 2024 – 2025

WIPRO/MICROSOFT, CHARLOTTE, NC

Manage MLS inventory database, performing audits to ensure data accuracy across server, network, and cabling assets.

Deliver SLA and operational performance reporting, identifying key metrics and service improvements.

Support cross-site operations including ticket compliance, escalations, and major incident resolution.

Implement best practices in cabling and asset management; provide post-incident reviews and quarterly audits.

Partner with Microsoft stakeholders to optimize infrastructure utilization and enhance customer satisfaction.

FIELD SERVICE TECHNICIAN 2022 – 2024

APEX SYSTEMS/NORTHROP GRUMMAN, CHARLOTTE, NC

Served as focal point between site personnel and corporate, ensuring rapid issue resolution.

Delivered electrical, mechanical, and IT troubleshooting on mission-critical systems with 48-hour corrective SLA.

Maintained maintenance logbooks and provided detailed reports to headquarters.

Executed software patches, updates, and file management to support system reliability.

TDR IT TECHNICIAN 2022

ATRIUM HEALTH/PYRAMID, CHARLOTTE, NC

Supported Epic EHR system rollout across hospitals and clinics, ensuring accurate device mapping and testing.

Performed hardware refresh and troubleshooting for workstations, peripherals, and print mapping.

Documented failures and coordinated turnaround for efficient resolution.

Collaborated with IT, business, and clinical staff to minimize downtime and improve support delivery.

FIELD SERVICE TECHNICIAN (LEAD, DISPENSING IMPLEMENTATION) 2021-2022

BECTON DICKINSON/NOVASYTE, CHARLOTTE, NC

Led cross-functional project teams to implement medication dispensing systems at healthcare facilities.

Developed project plans, managed risk, and delivered solutions on-time and within scope.

Trained staff and customers; provided mentorship to team members.

Maintained compliance with governance tools, forecasts, and reporting, ensuring strong customer satisfaction.

FIELD SERVICE TECHNICIAN 2019-2020

NCR – BALTIMORE, MD

Performed full unit replacements, diagnostics, and repairs on POS systems and ATMs.

Installed and upgraded software, firmware, and hardware across retail and financial clients.

Managed parts inventory through Excel-based asset management.

FIELD TEST TECHNICIAN 2016-2018

NEXAGEN – ABERDEEN, MD

Installed, operated, and maintained enterprise and tactical SATCOM networks.

Tested Cisco routers, Nexus switches, ASA firewalls, and NetApp systems in R&D lab environment.

Executed IAVA security patches on DoD systems, ensuring compliance.

Utilized RF test equipment (oscilloscopes, spectrum analyzers, signal generators) to troubleshoot satellite systems.

EARLIER CAREER VARIOUS TITLES 2000-2016

Computer Technician, Pomeroy IT Solutions (2011)

IT Specialist, San Antonio City Government (2007)

Multiple Technician & Electrical Apprentice roles (2005 – 2016)

IT Specialist, Kirk Army Health Clinic (2000 – 2003)

EDUCATION

Associate of Applied Science, Network Administration & Information Security, American Business &

Technology University (2014)

Google IT Support Professional Certificate, Coursera (2022)

Certified Telecommunications Network Specialist (CTNS) – Teracom Training Institute (2018)

Gener8tor Skills Accelerator – Project Management (2024)

Additional Training: FOA Fiber Optics Certification, Copper Cabling, Help Desk Analyst, CA Unicenter 4.0,

Cybersecurity coursework

MILITARY EXPERIENCE

United States Army – Patriot Missile Crewman 1988 – 1992

Honorable service; Secret Clearance eligible

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