Terrance Franklin
Atlanta,Georgia
Summary
Good day,
I am Professional IT specialist with strong background in troubleshooting, hardware maintenance, and software installation. Known for effective collaboration and adaptability, ensuring seamless team operations and achieving results. Skilled in network configuration, technical support, and customer service. Reliable and responsive to evolving technical needs. With the knowledge to operate and be a helping hand to a welcoming Cyber or IT team. I am a firm believer in continuous knowledge, and take my role very seriously.
Overview
9
9
years of professional experience
1
1
Certification
Work History
PC Technician
TEK Systems Global Services
05.2024 - Current
- Troubleshot hardware failures using diagnostic tools, ensuring operational efficiency for technical infrastructure.
- Performed component replacements, enhancing device longevity for client devices.
- Managed software updates, maintaining security compliance for enterprise systems.
- Provided real-time troubleshooting, reducing system disruptions for end-users.
- Addressed user issues using remote support tools, enhancing service response for distributed teams.
- Established strong relationships with clients through clear communication and consistent follow-up regarding any ongoing technical concerns.
- Managed inventory of hardware components, maintaining an organized workspace with necessary resources readily available.
- Improved efficiency by providing remote support to end-users, addressing concerns in a timely manner.
- Customized setups for individual users based on their unique needs, enhancing overall productivity levels within the organization.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained office PCs, networks and mobile devices.
- Restored data on computers and office machines.
- Assisted customers with technical support inquiries.
Information Technology Specialist
United States Army Reserve
06.2021 - 06.2024
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems, and key processes
- Optimized system performance by regularly monitoring network traffic and proactively addressing potential bottlenecks.
- Facilitated best user experience through continuous support and communication of system changes
- Provided comprehensive technical support to end-users, effectively resolving hardware and software issues.
- Implemented data backup and disaster recovery plans, safeguarding critical business information from potential loss or damage.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns
- Worked closely with management teams to plan, develop, and execute technical strategies aligned to client's vision
- Set up network profiles, security permissions and file sharing systems
- Used ticketing systems to manage and process support actions and requests
- Assisted with updating technical support best practices for use by team
- Managed customers' expectations of support and technology functionality to provide positive user experience
- Assist reimaging monitors and desktops in system
- Experience in automation and provisioning technologies, such as AWS
Premier Support Engineer
Tek Systems
05.2021 - 01.2022
- Support Microsoft enterprise level customers around issues with O365, which includes Exchange, MS Teams, Outlook, DNS issues
- Communicate with customers by making calls to resolve their ticket
- Assisting IT admins/Techs/Manager who has tried resolving issues but cannot on their own
- Communicate efficiently daily with customer and resolve their issues in proper SLA
- Researching various problems at rapid paces
- Monitored systems in operation and quickly troubleshot errors
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Conferred with engineers and designers to investigate and solve failure issues
- Conducted routine maintenance, reducing system vulnerabilities and enhancing security.
- Resolved critical system outages to minimize downtime for business continuity.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Water Treatment Specialist
United States Army
06.2016 - 12.2019
- Lead a team of several coworkers manage, setup, and distribute potable water to soldiers in need
- Highly skilled at communicating & comprehending with co-workers and subordinates
- Recorded test data and prepared reports, summaries or charts to interpret test results
- Provided hundreds of thousands of potable water to consumers
- Encouraged fellow coworkers with guidance and leadership
- Performed water quality analysis, testing and verification
- Disinfected water with chemicals such as ammonia and chlorine in exact concentrations
- Assisted in water reconnaissance and site preparation
- Maintained water treatment equipment
- Increased customer satisfaction by resolving issues
Education
Bachelor of Science - Cyber Security
American Military University
Charleston, WV05.2024
Associate of Science - Information Technology
Microsoft Software & Systems Academy
Honolulu, HI05.2021
Associate of Science - Information Technology Project Management
Leader Quest
Jacksonville, FL03.2020
Skills
- Office 365 operator
- Troubleshooting mobile devices
- Network Troubleshooting
- Network Defender
- Expert with Windows devices
- Effective Communicator
- Teamwork
- Microsoft office
- Team building
- Critical Thinker
- Data recovery
- Office 365 products
- Virtualization
- Incident Escalation
- Remote support
- Error Troubleshooting
- Help desk operations
- Software installation
- Information security
- Printer troubleshooting
- Performance optimization
- Computer assembly
Certification
- Itilv4
- CompTIA Certification Security +
- Security Fundamentals 98-367
- Azure AZ-900
Timeline
PC Technician
TEK Systems Global Services
05.2024 - Current
Information Technology Specialist
United States Army Reserve
06.2021 - 06.2024
Premier Support Engineer
Tek Systems
05.2021 - 01.2022
Water Treatment Specialist
United States Army
06.2016 - 12.2019
Associate of Science - Information Technology Project Management
Leader Quest
- Itilv4
- CompTIA Certification Security +
- Security Fundamentals 98-367
- Azure AZ-900
Bachelor of Science - Cyber Security
American Military University
Associate of Science - Information Technology
Microsoft Software & Systems Academy
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