Terrance Fisher
Jacksonville,FL
Summary
Ambitious, career-focused job seeker, anxious to obtain an entry-level Systems Administrator position to help launch career while achieving company goals. Motivated professional offering Associate of Science Degree in Network Engineering. Adds value to any organization in need of great collaboration, interpersonal and multitasking abilities. Meets tight deadlines.
Overview
8
8
years of professional experience
Work History
I.T Contractor -production /Technical Support Agent
Signature Consultants
Jacksonville, FL
05.2022 - Current
- Meticulously reported details regarding resolution of issues into database for use by other staff members.
- Delegated hardware repair jobs, either dispatching HP to handle on-site labor or providing details for mail-in repair solutions.
- Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
- Worked remotely using Cisco AnyConnect Secure Mobility Client, independently adhering to employer's scheduling and performance metrics.
- Independently researched solutions using internal Knowledge based articles and other internal resources, determining root causes and designing customized solutions for unique customer situations.
- Assisted customers with various types of technical issues via email, live chat (as a level two chat agent) and telephone.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Service Desk Analyst
AM Castle Metals
Jacksonville, FL
05.2020 - 03.2022
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience and team resources.
- Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
- Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
- Collected, analyzed and reported on data for use in operational planning.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Maintained positive working relationship with fellow staff and management.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Conducted workflow analysis, space design or cost comparison analysis.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Developed training materials and procedures or trained users in proper use of hardware or software.
I.T Service Desk Specialist
ABB Optical
Jacksonville Beach, FL
02.2019 - 04.2020
- Provide a first-level response to software & hardware technical support request to the IT Service Desk.
- Provide systems administration support such as user ID creation/removal, computer operations duties, and standard system security modifications as approved.
- Train end-users on the navigation and features of various software applications & hardware
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
- Maintained positive working relationship with fellow staff and management.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
Software Support Specialist
Desertmicro
Jacksonville, FL
03.2018 - 12.2018
- Provide support, troubleshoot, research, and reports for end-users of the system as well as other internal/external customers.
- Assist in creating database documentation for internal SOPs, new features.
- Review system queries to verity data, set up and configure installed software.
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Oversaw daily performance of computer systems.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Modified and customized commercial programs for internal needs.
Technical Software Analyst (Contractor)
Greenshades Software
Jacksonville, FL
10.2015 - 02.2017
- Interact with clients to troubleshoot & resolve complex technical software issues.
- Communicate with clients on the steps to resolve certain issues.
- Escalate unresolved problems to higher level support for additional troubleshooting.
- Used SQL database to maintain detailed records of known bugs and patches.
- Updated software documentation and user guides to align with current features and comply with best-practice standards.
- Collaborated with developers, system installers and technical support representatives in identifying errors to determine appropriate team to consult for resolving issue.
- Reviewed user software error reports submitted to technical support representatives for diagnosis and evaluated merits of developing studies to better understand underlying causes.
- Tested web application compatibility and performance to recommend cross-browser compatibility improvements to web development team.
- Simulated software production environments to allow for enhanced testing.
Education
Associate of Science - Network And System Administration
Virginia College Technical
Jacksonville, FL07.2017
Skills
- Call Center Operations
- Hardware Diagnostics
- Customer Support Needs Assessment
- Technical Troubleshooting
- Customer Service Support
- End-User Training
- Security Needs Assessment
- Software Management
- Problem-Solving
- Startup and Shutdown Management
- User Support
- Software Evaluation
- Resolving Problems and Incidents
- System Performance Assessments
- Account Administration
- Issue and Resolution Tracking
- Tracking and Documentation
- Customer Service
- Microsoft Windows and Office
- Multitasking and Prioritization
- Error Detection
- Verbal and Written Communication
- Help Desk Support
- Troubleshooting Network Issues
- System Performance Assessment
- Teamwork and Collaboration
- Microsoft Certification
- Microsoft Certified Solutions Associate (MCSA) Certificate
- Network Configuration
- Friendly, Positive Attitude
- User Training
- Technology Planning
- Software Deployment
- Critical Thinking
- Technical application support
- Technical support expertise
- Technical support escalations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is walking from failure to failure with no loss of enthusiasm.
Winston Churchill
Timeline
I.T Contractor -production /Technical Support Agent
Signature Consultants
05.2022 - Current
Service Desk Analyst
AM Castle Metals
05.2020 - 03.2022
I.T Service Desk Specialist
ABB Optical
02.2019 - 04.2020
Software Support Specialist
Desertmicro
03.2018 - 12.2018
Technical Software Analyst (Contractor)
Greenshades Software
10.2015 - 02.2017
Associate of Science - Network And System Administration
Virginia College Technical
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