IT Support Technician Hardware, Networking & Remote Solutions
Resume:
Terrence E. Calhoun Sr.
***********@*****.***
Summary:
Skilled technician with 10+ years in IT Support roles and wealth of experience in various technical areas.
Competent in replacing various hardware components, including microprocessors, capacitors, computer memory, and logic boards, contributing to the optimal performance of computer systems.
Extensive knowledge in supporting RF (Radio Frequency) Motorola and Zebra handheld RF scan devices, ensuring seamless operation and efficiency.
Proficiently monitoring and managing NAC (Network Access Control) and Mac addresses to ensure network security and efficiency.
Demonstrated ability to troubleshoot computer boards for diagnostic purposes, addressing both hardware and software issues.
Proven experience in troubleshooting a wide range of internal and external computer issues, with a strong focus on problem resolution.
Skilled in deployment tracking and reporting within the Service Now platform, aiding in the efficient management and monitoring of IT services.
Proficiency in performing full disk encryption, providing mobile device support, offering remote assistance, software installation, and handling basic LAN networking tasks.
Experienced in software installation through AI installer and SCCM (System Center Configuration Manager), streamlining the software deployment process.
Proficient in providing remote CCS (Client Computing Services) support and asset tracking, contributing to effective IT service management.
Terrence's diverse technical skill set makes him a valuable asset for roles that require expertise in monitoring, troubleshooting, and supporting various IT systems and components.
Microsoft 365 Office including Microsoft teams meeting.
Education:
ITT Technical Institute, Norwood, Ohio – 2005
Networking and Communication Associate
University Of Cincinnati, Raymond Walters Campus, Cincinnati, Ohio
Computer Support Associate
Technical Summary:
DOS, Microsoft Office for PC and MAC, Lynx Base Software, Operating Systems QNX, Mandate and Sega X Systems.
Window 3x - Window 10, MAC OS, Internet Browsers Support ( IE, Firefox, Google Chrome).
GALC and ALC Systems
Email Deployment, Hardware, Computer Image, PXE, Software Installation, PowerShell Scripting.
Data Transfer And Migrations, BIOS Reform, SQL Data Base, VPN and Remote Software, ITIL.
SQL Data Base, IRSI, SCCM, Active Directory, Remedy, Putty
EDMP, ServiceNow (work orders, and claims documents), Workload Management, Transportation Management.
Install and calibrate Zebra Printers, PC Mover, Globe protect, Imprivata, Microsoft Office 365.
Training and Certifications:
Scarlet Oaks Career Development – Cincinnati, Ohio
Laboratory Assistant
Electronics & Computer Technology
CompTIA A+ Certification
Dell Certified
HP Certified PC /Printer
IBM Certified Lenovo
GMP
Hazardous material training
Certification TMGI DOT Title 49 CFR.
IATI DGR11.5 IMDG
ERT Training Team
ISO 9000 – 9002
ISO 9100
Certified Fork Truck Driver
Certificate Damming in philosophy
SAP Training Certificate
Dell Certified
HP Certified PC /Printer
Professional Experience:
Cigna\ Mind Lance Jan 7 2026 -Mar 10 2026
Desktop Support
• Monitor Helpdesk ticketing system ServiceNow. Provide timely and professional PC and peripheral support via phone, desk-side, or remote connection. Support includes hardware and software installation and troubleshooting, as well as occasional limited end-user education.
• Apply standard corporate workstation image and deploy equipment to new employees. Re-image existing employee PCs, as needed, without the loss of data.
• Create, maintain, and delete Windows Active Directory accounts in accordance with company standards. Ensure integrity of data by limiting access to all network resources.
• Assist in planning and implementing network and computing infrastructure plans and work with the East Coast Infrastructure Manager in small to medium sized projects according to budgets, schedules and business needs.
Support and maintain servers, desktop/laptop hardware, and software applications.
•Follow documented procedures and controls. Must maintain required evidence of compliance and provide said evidence during Audit testing.
Comcast/ Tek-systems Mar 2024 – Apr 2025
IT Support/ Configuration Technician
Duties and Responsibilities:
Experience in Providing Hands & feet Support for Network and Datacenter Equipment's/ Devices.
CCNA or Equivalent experience/ knowledge.
Network Support Experience (CCNA or equivalent, Routers, switches, access points, SH&E),
Strong Microsoft Operating System installation (Win 7 & Win10/11) and troubleshooting skills
Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)
Strong desktop support knowledge including hardware, software, and networking concepts
PC/ Laptop hardware repair experience. Ability to achieve HP Repair Certification.
Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds.
Basic understanding of Audio/Video equipment and conference room setup.
User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
Remote desktop connectivity applications like SMS, Bomgar, Live Meeting, and Windows Native tools tool.
Escalations:
Troubleshoot and assist end users with mobile device setup, activations, and performance issues.
Handheld – Blackberry, Android & IOS support knowledge.
Strong Customer service skills, Strong written and verbal communication skills.
Good Understanding of ITIL processes.
Hand on Experience on ITSM tools like Service Now.
UC Health/ Russell Tobin Nov 2022 – Sep 2023
IS&T Deskside Support
Duties and Responsibilities:
R&R and support for new user and support users work from Home.
Deployment tracing and report in Service Now.
Imaging Desktop, Laptop for windows and iOS apple system.
Keeping inventory data in Spreadsheet.
Monitoring and NAC and Mac addresses.
Trouble shooting any Internal or external Issues.
Honeywell/ US Tech, Westchester, Ohio (Contract) Jun 2022 – Oct 2022
TRS Technologies Repair Services
Duties and Responsibilities:
Trouble shooting computer broads for diagnostics.
Replacing components, Microprocessor, Capacitor, computer memory and Logic.
Shipping refurbishes broads and Receiving damage parts for repair FedEx, UPS.
Levi/ Lorien Hebron, KY Jul 2020 – Feb 2022
IT Business Technician and Network Communication Tech
Duties and Responsibilities:
Worked with WindowXP-1, Qnx SageX and Phindos Mandate Systems support for Manufacture.
Inbound Receiving, Packing, and Outbound Shipping
Supported all RF Motorola and Zebra handheld RF scan.
Supported all Zebra Printer in Manufactory and Production
Setup Sorter system command for cancel product rotation (Pulls)
Support all RFID station scanners and Printers.
Support all Symbol hand Scanners and Overhead scanners.
Support and report fellow up with user in Service Now ticketing system.
Edit and Create barcodes for product and Location.
Meggitt Composite, Erlanger, KY Aug 2018 – Apr 2020
IT Deskside Support Technician
Duties and Responsibilities:
Performed full disk encryption, mobile device support, remote support, software installation and basic LAN networking.
Support Apple IOS, Windows 7,8, 10 Android Phone and tablets.
Remote support and Personal troubleshooting issues.
Image laptops for deployment office refresh.
Troubleshooting backlog tickets on ServiceNow and Remedy, supported the following: Office365, Citrix Desktop, VPN, SCCM, VMWare/VDI and Bit locker.
F2onsite/CHI, Milford, OH (Contract) Apr 2018 – Jul 2018
Deskside Support Technician
Duties and Responsibilities:
PC Refresh migration and deployment.
Create Excel spreadsheet for Asset tracking.
Worked in Windows Base environment XP-7
Reimage HP PC for internal client.
Reimage Panasonic Mobile Laptops.
Scan and Input data in Asset tracking.
Monitor Network server for correct IP address.
Reclaim and track all out of date PC and hardware.
Setup outdated Hardware for deposal.
Volt/Apple Store, Kenwood, OH (Contract) Jan 2018 – Mar 2018
Installation Technician
Duties and Responsibilities:
Break fix iPhone and iPad hardware install.
Mac Laptops and Mac Pro all in one.
Software installation.
Remote CCS support and Asset tracking.
Artech/IBM/Anthem, Mason, OH (Contract) Oct 2017 – Dec 2017
Help Desk Analyst/ ATS II
Duties and Responsibilities:
Worked in a fast-paced environment.
Provided full disk encryption, mobile device support, remote support, software installation and basic LAN networking.
Support Mac and Android Phone and Tablets.
Remote support and troubleshooting issues.
Troubleshooting backlog tickets on ServiceNow and Remedy.
Also supported the following: Office365, Citrix Desktop, VPN, SCCM, VMWare/VDI and Bit locker.
Belcan/Kemth, Blue Ash, OH (Contract) Jul 2017 – Dec 2017
Service Desk Analyst II
Duties and Responsibilities:
Provided prompt response to escalated tickets and special projects.
Provide advanced support to customers and Tier I Technicians.
Quickly and efficiently identify the customer’s specific need.
Adhere to all security policies for collecting and sharing information.
Appropriately document all required information into the call tracking system and the knowledgebase Identify documentation deficiencies and create documentation as necessary.
Resolve the service request or incident as appropriate maintaining SLA’s.
Successfully resolve common and more complex hardware and software problems (e.g., Microsoft Office 2003/2007, Windows XP, VPN, Active Directory, customer specific software applications, telephony, Dell laptops.
Support all RFID station scanners and Printers.
Support all Symbol hand Scanners and Overhead scanners.
Support and report fellow up with user in Service Now ticketing system.
Edit and Create barcodes for product and Location.
Support all RFID station scanners and Printers.
Support all Symbol hand Scanners and Overhead scanners.
Support and report fellow up with user in Service Now ticketing system.
Edit and Create barcodes for product and Location.
I-Tech/TCS, Sharonville, OH Jan 2017 – Sep 2017
IT Application Support Analyst II
Duties and Responsibilities:
Monitored Agent tickets for activities, followed- up on new accounts, and password reset.
Creating acknowledging and creating tickets for client in the correct SLA requirement.
Monitor server and router for up/down status for remote user and clients.
Followed up on tickets to make sure the correct service had been assigned.
Remotely connect to user/clients when configuration needed for software installation and updates.
Supported, Application software in Cambridge, Oracle McKesson, Cherwell. Sap CRM
Contacted agents by phone or Email using MS Outlook Lotus notes.
Set up printer and scanning functions by remote: IP address.
Kept account of all work on a excel spreadsheet system software.
CompuCom, Covington, KY Jul 2016 – Nov 2016
IT Deskside Support/ Logistics Specialist
Duties and Responsibilities:
Worked in logistic lab for Window 7 and Window 8 Refresh for deployment of Laptops, Desktop and Microsoft Surface Tablets.
Reimaging in rally point and basic ghost imaging.
Installing software out of AI installer and SCCM.
Retrieving internal and external call for Support password resets.
Deployed internal and External Remote Users.
Keeping records of deployments and installs on ticketing systems, Service Now, and HP Service Manager.
Inventory of hardware scanned in an excel format.
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