Terrance Cummings
Jacksonville,FL
Summary
Innovative IT Support Specialist with a proven track record in selecting and setting up diverse technical equipment. Demonstrated expertise in providing exceptional written and oral communication, resulting in knowledgeable and satisfied customers. Possessing excellent instructional and problem-solving skills, effectively reducing concerns related to new technology.
Overview
14
14
years of professional experience
Work History
Dale tech-support/IT support
Alorica
01.2020 - 10.2024
- Laptop and desktop installation and configuration, email and server support
- Provide remote support for the new installation of software and or update software
- Upsell troubleshooting packages such as virus clean-ups, PC Tune-ups etc…
- Troubleshoot MAC PC’s and iPads
- Configure and administer Request Tracker ticket system
- Setup, administer, and troubleshoot WebEx sessions
- Troubleshoot POS systems using remote access at store locations
Internet Sales Manager
Pure Powersports
07.2019 - 01.2020
- Up-keep of inventory threw excel and Lightspeed of Pre-owned bikes as they were delivered
- Adding units to craigslist, cycle trader, Facebook Market, offer up with Dealer Spike
- Provided superior and individualized customer service.
- Responded to internet inquiries and phone calls in timely matter.
- Increased online sales by implementing effective marketing strategies and optimizing website content.
IT Support
Toyota
03.2018 - 07.2019
- Ability to effectively communicate with customers regarding services recommended and performed
- Prepares service estimates, sells routine maintenance / repair services and conducts follow-ups regarding unsold services and Customer inquiries
- Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
- Schedules appointments, answers phone and collects funds for services performed
- Assists with the coordination of alternate transportation, rental car reservations, shuttle etc
Desktop Support
Environmental Protection Agency
04.2014 - 04.2018
- Support would include Win 7, 8, 10 and SCCM
- Collaborated with team members to develop streamlined processes for desktop support services.
- Responsible for successfully migrating lotus noted to Office 365 including education and troubleshooting of One Drive
- Also worked with Outlook in (2003, 2007, 2010 and 2013 supporting shared mailboxes; performance issues with local caching, and replication issues with large number of mailboxes
- Monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and implements solutions; communicates with manager regarding unresolved problems
- Analyzes bugs in system and application software; researches and tests possible solutions; implements solutions
- Spearheaded efforts to identify potential areas for improvement within the desktop support function, resulting in increased efficiency and productivity among team members.
IT Support Specialist
Home Depot
01.2011 - 04.2014
- Provided remote assistance and technical support to end users
- Delivered onsite technical support for employees.
- Configure and administer Request Tracker ticket system
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Troubleshoot POS systems using remote access at store locations
- Re-image POS systems using remote access
- Created help desk tickets, troubleshot and resolved desktop issues.
Education
Information Technology -
Omnitech Institute
Atlanta, GASkills
- Desktop Technical Support
- Hardware Installation
- Software configuration
- Network Troubleshooting
- Remote Support
- Software Installation
- Network Administration
- LAN/WAN
- Customer Success Management
- Application installations
Computerliteracycertifications
- Microsoft Certified Professional Series 7
- CompTIA A+
Timeline
Dale tech-support/IT support
Alorica
01.2020 - 10.2024
Internet Sales Manager
Pure Powersports
07.2019 - 01.2020
IT Support
Toyota
03.2018 - 07.2019
Desktop Support
Environmental Protection Agency
04.2014 - 04.2018
IT Support Specialist
Home Depot
01.2011 - 04.2014
Information Technology -
Omnitech Institute
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