Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ternell Frederick

Washington,DC

Summary

IT support specialists that assist clients with hardware and software issues.providing onsite or remote technical assistance including the setting up of computer hardware systems, installing and upgrading MS software, and troubleshooting basic IT issues. Inquisitive skilled and structured IT professional with excellent communication and presentation skills. Experienced in providing enterprise-level technical support for government clients. Eager to apply my Skill set and ability to learn quickly and adapt to my work environment. Showing my persistent attitude towards completing company goals and task that is expected of me, while providing excellent customer service skills to our government clients/customers.

Overview

1
1
year of professional experience
1
1
Certification

Work History

PC Technician

UDC UNIVERSARY
Washington, DC
08.2020 - 01.2021
  • Support various organizations/Agencies within the Pentagon to include over 17,000 users
  • Conducts JSP customer site visit with OSR's PMs to gain insight for what's needed for their upcoming projects Executes Desk side Support
  • Move Process for JSP users
  • Surveying Network ports prior to moves Surveying equipment and documenting for DPAS
  • Standing up and standing down of NIPR, SIPR desktops, laptops, tablets and their peripherals Image, configure and test NIPR, SIPR desktops and laptops before deployments Provide advanced troubleshooting for network access and hardware as well as software
  • Manual installation or configuration of applications
  • Updates Remedy records
  • Coordinates with external teams for issues
  • Support Life Cycle Refresh (LCR) requests
  • Support many other special projects, to include, set up of rooms for Commissions, special Task Force, Training, and assisting other teams within Joint Service Provider (JSP)

Help Desk Analyst

Howard University
Washington, DC
10.2019 - 10.2020
  • Participated in ongoing training and compliance activities
  • Defined team directions and provided guidance to members
  • Install, configure, service, repair, and maintain information technology systems in both a stand-alone and client-server environment, including MS server, Defense Message Systems, and other authorized information technology systems.
  • Install, configure, service, repair, and maintain hardware and software for network services, storage networking devices, and servers.
  • Integrate multiple information systems in a networked environment.
  • Evaluate and resolve customer information system problems, effect required hardware upgrades.
  • Install and configure wireless hubs, routers, switches, and various transmission media, server hardware, and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network.
  • Install, optimize, and troubleshoot Local Area and Base Area Networks.
  • Familiar with Internet Protocol version 6 (IPv6), Enhanced Interior Gateway Routing Protocol (EIGRP), Border Gateway Protocol (BGP), Virtual Local Area Networks (VLANs), Virtual Private Networks (VPNs), and enforces all IT policies and procedures.
  • Provided technical support to customers over the phone and email.
  • Identified customer needs and provided solutions in a timely manner.
  • Reported and tracked service requests using ticketing system.

Education

CompTIA in H.O.P.E Project Helpdesk Support Training Program
Washington, DC
06.2020

Charles Herbert Flowers High School
Washington, DC
06.2013

Skills

  • Operating system installation
  • Windows 10/11 Migration Network
  • Remote Desktop
  • Technical Support
  • Windows OS troubleshooting/server
  • Active Directory
  • Resolving Problems and Incidents
  • Verbal and Written Communication
  • Microsoft Endpoint
  • Printer Support
  • Computer hardware/Software
  • Support
  • DataCenter Integration
  • Identity Integration
  • Cloud App on Premises
  • Remedy ticketing system
  • Software proficiency
  • Conflict Resolution
  • Critical Thinking
  • Reading Comprehension
  • Snow (service Now)
  • Increased customer satisfaction by resolving [product or service] issues
  • Carried out day-day-day duties accurately and efficiently
  • Install software, modify and repair hardware and resolve technical issues
  • Provide base level IT support to 250 end users
  • Display courtesy and strong interpersonal skills with all customer interactions
  • Develop quick reference guides to assist end-users with challenging software application features
  • Manage Windows workstations including desktops, laptops and tablets
  • Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches
  • PC refresh and migration Windows 81 and 10
  • Process incidents/requests in a high pressure, time sensitive environment via phone, email, and instant messaging and desk side
  • Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
  • Perform Active Directory tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
  • Create and manage network accounts to include granting access to secured file shares
  • Provide level 2 end-user technical support for Windows 8/10, Microsoft office, network connectivity
  • Manage Windows 10/11 workstations
  • Troubleshoot networking issues
  • Reimage workstations and classrooms and add them to the domain
  • Asset Recovery
  • Asset Management
  • Setup networks, establish and maintain internet connectivity
  • Provide support to events
  • Hardware and Software installation
  • Update ticketing system to reflect work in progress or completed

Certification

  • Security+ | November 2022
  • ITF+ | October 2019

Timeline

PC Technician

UDC UNIVERSARY
08.2020 - 01.2021

Help Desk Analyst

Howard University
10.2019 - 10.2020

CompTIA in H.O.P.E Project Helpdesk Support Training Program

Charles Herbert Flowers High School

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Ternell Frederick