Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Terrell McNeil

Hephzibah,Ga

Summary

Experienced IT support professional with a track record of enhancing efficiency and customer satisfaction. Seeking a full-time position that provides professional challenges and utilizes strong interpersonal skills, excellent time management, and problem-solving abilities. Committed to delivering top-notch technical support and finding innovative solutions to complex IT issues. Proven expertise in troubleshooting, system administration, and network management.

Overview

12
12
years of professional experience
1
1
Certification

Work History

IT Infrastructure Lead Analyst

Textron Specialized Vehicles
11.2022 - 06.2024
  • Delivered comprehensive IT support to over 500 internal clients, resolving 95% of technical issues within SLA
  • Managed user accounts and access control using SAP S/4 HANA, reducing security incidents by 30%
  • Led infrastructure projects, including a Windows 11 deployment for 3,000 devices, achieving 100% compliance with minimal disruptions
  • Conducted training for 200+ employees, resulting in a 40% increase in user adoption of IT best practices.

Service Desk Level 2 Agent

Unisys Corporation
02.2015 - 11.2022
  • Provided advanced technical support, resolving 90% of complex IT issues within the first contact
  • Mentored 15+ junior technicians, improving team performance and reducing escalations by 25%
  • Conducted root cause analysis and implemented solutions that decreased recurring issues by 20%
  • Developed and maintained comprehensive documentation, reducing troubleshooting time by 15%.

Geek Squad Consultation Agent

Best Buy
03.2022 - 07.2022
  • Provided technical support for consumer electronics, resolving 98% of hardware and software issues on the first visit
  • Enhanced customer experience with personalized recommendations, leading to a 25% increase in upsell opportunities
  • Maintained detailed records of service interactions, contributing to a 30% improvement in service tracking accuracy.

Service Desk Level 1 Technician

Unisys Corporation
07.2012 - 02.2015
  • Managed high volumes of calls and media contacts for the M&T Bank project, achieving a first contact resolution rate of 85%
  • Utilized ServiceNow for ticket logging, improving incident resolution times by 30%
  • Acted as the single point of contact for incidents, providing clients with reference numbers and reducing follow-up inquiries by 20%
  • Identified and implemented process efficiencies that increased overall productivity by 15%
  • Traveled to Upstate New York to assist in establishing the service desk, resulting in a 40% faster project setup.

Education

Bachelor of Science - Information Technology

University of Phoenix
Augusta, GA
05.2014

Skills

  • IT Support and Troubleshooting
  • User Account Management
  • Technical Consultation
  • Customer Service
  • Network Security
  • ServiceNow
  • Process Improvement
  • Team Leadership
  • SAP S/4 HANA
  • Data Warehousing
  • Business Intelligence
  • ETL development
  • Statistical modeling

Certification

ITIL 4 Foundation Certification

Accomplishments

    Projects

    Textron Specialized Vehicles

  • IT Self-Service Vending Machine Implementation: Partnered with Fastenal to deploy IT self-service vending machines at 10+ sites, saving $50,000 annually and improving resource allocation.
  • Windows 11 Deployment: Managed the upgrade of 3,000 devices, ensuring 100% compliance with minimal operational disruptions.
  • Onboarding Process Development: Created an onboarding process that reduced new hire setup time by 50% and improved tracking with a dedicated dashboard.

    • M&T Bank Project, Unisys Corporation

  • Assisted in establishing a service desk in Upstate New York, streamlining support processes and improving service delivery efficiency by 35%.
  • Implemented ServiceNow, enhancing ticket management and reducing resolution times by 25%.

Timeline

IT Infrastructure Lead Analyst

Textron Specialized Vehicles
11.2022 - 06.2024

Geek Squad Consultation Agent

Best Buy
03.2022 - 07.2022

Service Desk Level 2 Agent

Unisys Corporation
02.2015 - 11.2022

Service Desk Level 1 Technician

Unisys Corporation
07.2012 - 02.2015

Bachelor of Science - Information Technology

University of Phoenix

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Terrell McNeil