Malcolm Terry
College Park,MD
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
16
16
years of professional experience
Work History
Technical Support Specialist III / Team Lead
Cambium Learning
03.2020 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented support interactions for future reference.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitored system performance to identify potential issues.
Technical Support Specialist III
American Institutes or Research (AIR)/ Assessment
12.2019 - 05.2020
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Partnered with vendors and staff to ensure proper maintenance of appliances.
- Created comprehensive solution for IT asset tracking, ensuring accurate records.
IT /IT Technical Support Specialist
Carr Maloney P.C.
06.2016 - 12.2019
- Facilitated support services for more than 100 individuals via direct and virtual means.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Conduct feasibility analyses by evaluating costs and advantages Of new technologies.
- Supported on-premise servers and aided in hybrid transitions
- Supported events and activities across diverse venues.
IT Assistant
Nuclear Regulatory Commission
05.2011 - 09.2011
- Converted 30 volumes of records and documents to digital format.
- Delivered end-user support for over 300 users regarding the Informs system.
- Accomplished all project goals ahead of schedule.
Office Assistant
DC Office of Documents and Municipal Regulations
08.2008 - 07.2009
- Handle technical support tasks for a group of more than 15 end users.
- Assisted in administrative tasks for the office manager and stakeholders.
- Digitally archived municipal code by converting 16 volumes through Adobe Suite.
- Supported and maintained office appliances.
Education
Frostburg State University - Information Technology, Business Information Systems
Frostburg State University
Frostburg, MD05.2016
Skills
- AWS
- MySQL
- Change Gear
- Linux
- Windows 95 – 11
- Kastle Systems
- Apache
- Mac OSX
- Filezilla
- Jira
- Project Management
- Adobe
- Sales Force
- Android
- VMware
- Active Directory
- Bomgar
- Workday
- SharePoint
- Technical troubleshooting
- Remote support
- Incident management
- Account management
- Customer support
- Remote diagnostics
- Asset management
- Application support
- Performance optimization
- Mobile device management
- System provisioning
- Network administration
- Advance Hardware Troubleshooting and Diagnostics
Timeline
Technical Support Specialist III / Team Lead
Cambium Learning
03.2020 - Current
Technical Support Specialist III
American Institutes or Research (AIR)/ Assessment
12.2019 - 05.2020
IT /IT Technical Support Specialist
Carr Maloney P.C.
06.2016 - 12.2019
IT Assistant
Nuclear Regulatory Commission
05.2011 - 09.2011
Office Assistant
DC Office of Documents and Municipal Regulations
08.2008 - 07.2009
Frostburg State University - Information Technology, Business Information Systems
Frostburg State University
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