Daniel Terrell
11809 W Belmont Dr,AZ
Summary
Certified IT Professional (ITIL, MCSE, CompTIA A+) with over eight years of experience spanning help desk support, system administration, and network operations. Proven ability to diagnose and resolve complex hardware, software, and network issues across Windows, Linux, and Mac environments, including Active Directory, Group Policy, Azure, and VoIP systems. Adept at delivering clear, user-friendly support to both business and home users, with a strong track record of first-call resolution and SLA improvement. Experienced in ticketing systems, networking protocols, and client-side integrations, with a proactive approach to preventive maintenance and rapid response to technical disruptions. Strong communicator committed to minimizing downtime, streamlining IT operations, and enhancing overall user satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
NOC Analyst
Guitar Center
10.2025 - Current
- Primary contact and escalation point for all critical and sever issues and alerts.
- Data center maintenance, control and troubleshooting.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Monitored network hardware operations to evaluate proper configuration.
- Designed and evaluated WAN and LAN connectivity technologies.
- Diagnosed and executed resolution for network and server issues.
IT Field Service Support Admin
Apex Systems
11.2024 - 10.2025
- Skilled at working independently and collaboratively in a team environment.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed the setup and configuration of computer systems, networking, and system administration tasks at various APS locations in Phoenix, Arizona.
- Implemented new static IPs and DHCP server settings for returning employees, ensuring seamless connectivity.
- Server room reconfiguration projects, enhancing security measures and optimizing group policy settings, installation of custom switches and ports.
- Facilitate the return and deployment of company computers and laptop assets, including imaging and patching.
IT Software Support Technician
Vyne Dental
06.2022 - 10.2025
- Managed installation and setup of our software on end user servers and workstations
- Administer Azure, Active Directory, and VoIP systems for 5000+ users.
- In between outbound calls for software installs we handle cases set up through JIRA or Sales force ticketing
- Beta-Tested new software and integration with client side software
- Integrated Pearl (AI Imaging software), Simplifeye (Patient Engagement Software) and their Installation claim management software Trellis.
Director of Client Services. (IT Operations)
Ideal Image Medspa
08.2020 - 04.2022
- Supported EMR systems, PowerChart, Cerner Millennium, and Salesforce integrations.
- Became very proficient and familiar with SalesForce and Imaging software such as SiDexis and Dexis 9 and 10
- Additionally I handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve desirable resolutions
- Build-Back-Better post-covid IT Infrastructure Initiative management
- Password management and distribution through AD and RunDeck
Product Specialist
Gem Shopping Network
06.2017 - 08.2020
- The main responsibility here was to create client relationships, learn what the clients needed and work with our vendors to acquire the necessary items to meet our clients needs
- This was all about maintaining a tight relationship with the clients and vendors, working in between them and then buying and selling the desired products, in this case high-end gemstones and jewelry from one vendor to another client
- Occasionally we would work with our jewelers and engineering teams to customize a product to make a special experience and unique piece for our clients
- This was primarily a sales oriented job I acquired due to a lot of knowledge in the jewelry business.
IT Technical Service Advisor
Fry's Electronics
02.2015 - 06.2017
- Started in Sales for Computer parts while I was here and within three months I was promoted to Service Advisor role where I was primarily responsible for answering questions from clients who purchased our software and hardware items
- Managed a team of IT hardware and service advisors
- I would also remote into their desktops remotely to help for those clients who had purchased the our IT support packages
- Although these remote sessions were little more than uninstall and reinstall sessions or assistance with helping them set up networks or software security
- Six months after doing this I was promoted to Lead Technical Service Advisor
- This role was mostly hands on and in person but I would still use our custom ticketing system to answer questions for issues that popped up from those same clients of ours who were using our IT Support Package when the purchased our products
- Improving SLA compliance by 35% by updating and maintaining in-the-know IT knowledge and skills
Education
Bachelor of Science - Computer Science
University of Georgia
GA05-2016
Skills
- Datadog
- SQL Server Integration Services
- Azure
- Software Troubleshooting
- Server Management
- Windows OS
- Linux OS
- PowerShell
- Solarwinds
- Network protocols
- Ticketing systems
- WinGet
Certification
ITIL v4 Certified (2025) MSCE: Productivity (2017)
CompTIA A+ (2020)
Timeline
NOC Analyst
Guitar Center
10.2025 - Current
IT Field Service Support Admin
Apex Systems
11.2024 - 10.2025
IT Software Support Technician
Vyne Dental
06.2022 - 10.2025
Director of Client Services. (IT Operations)
Ideal Image Medspa
08.2020 - 04.2022
Product Specialist
Gem Shopping Network
06.2017 - 08.2020
IT Technical Service Advisor
Fry's Electronics
02.2015 - 06.2017
Bachelor of Science - Computer Science
University of Georgia