Terrance M Key II
Kansas City,MO
Summary
Solid foundational knowledge of Windows 10, Windows Server 2012 R2, and Linux operating systems. Cisco IOS and hardware; high level of aptitude for Windows Network Infrastructure basics and PowerShell scripting. Certifications: Security+. Provides leadership in a team environment, motivates and empowers others to act, and inspires trust and respect in others. Able to make formal presentations, presents ideas, positions, and problems in an interesting way. Achieves thoroughness and accuracy when accomplishing a task through concern for specific organizational needs. Active Security Clearance
Overview
16
16
years of professional experience
Work History
Windows Migration Specialist
CyberThink / EXL
Lee's Summit, Missouri
10.2022 - Current
- Imaging, configuring, and shipping of new hire and replacement laptops using predefined roles along with user specific needs
- Asset management maintaining accurate inventory tracking of shipped and returned equipment in accordance with process guidelines
- Test and repair returned hardware as necessary
- Assist with testing of new hardware, software, and network technologies
- Provide technical support to remote users and other internal departments
- Responding to service calls, emails, and tickets to troubleshoot the nature of reported problems. Take the necessary steps to resolve reported issues and close reported issues in Remedy Ticketing System
- Assist with small to medium IT projects as needed.
- Assist with vendor and 3rd party resources as needed
- Communicate and escalate issues to other members of the Global IT Team when necessary
System Administrator
MTNT / Army College (UCSC
Leavenworth, Kansas
12.2021 - 10.2022
- Installs and configures hardware and software necessary to support database and web systems and enterprise virtual server and virtual desktop environments.
- Creates accurate and up to date documentation for all hardware/software support incidents.
- Provides written daily/weekly status updates for unresolved issues with expected time to resolution.
- Provides user support through virtual and physical Help Desk environments.
- Answers radio calls for support and provides support for the affected user(s) and system(s).
- Remediates non-compliant systems using remote tools such as Remote Desktop Protocol (RDP) and DameWare.
- Provides support for Apple devices in conjunction with Army Civilian Technicians.
- Resolves hardware/software interface and interoperability problems.
- Installs and updates approved above baseline software.
- Manages the installation and integration of system fixes, updates, and enhancements.
- Manages system accounts, and access to systems and equipment.
- Manages systems resources including performance, capacity, and availability.
- Ensures systems availability, functionality, integrity, and efficiency.
- Provides touch labor, imaging services, security patching/updates to customer systems on all supported networks.
Service Desk Analyst
Leidos / Enterprise Service Desk
Kansas City, Missouri
09.2018 - 12.2021
- Designated Knowledge Management Information Owner (RKM IO) Enterprise wide
- Essential in the creation of documentation of policy and procedures utilized by USMC End-Users
- Analyze configuration issues and develop solutions to individual end-user problems
- Resolve end-user requests through the analysis of database implementation and integration issues
- Maintain passwords, data integrity and file system security for the desktop/laptop environment
- Communicate technical information to both technical and non-technical personnel
- Assist with the recommendation of hardware and software solutions
- Develop, review, and advise on IT policies and procedures
- Research, analyze, and make recommendations relative to integration issues and approaches
- Assist with reducing the number of legacy systems and migrate legacy information systems, databases and infrastructure to an integrated environment
- Support the development, installation, and testing of systems to ascertain optimal cross-functional solutions for network operations and management
- Implement and maintain related IT support applications
- Communicate requirements to leadership and end users using appropriate functional and/or technical models
- Document and maintain functional and technical models in appropriate applications
- Advise hardware design engineers on machine characteristics that affect software implementation, such as storage capacity, processing speed, and input requirements
Assistant Manager
FootLocker
Norfolk, Virginia
08.2009 - 08.2018
- Assist in leading a store team of fifteen that provides an outstanding in-store customer experience for every customer.
- Assist in developing an operations team that maintains a 2.7 million dollar store.
- Manage to stay within a budget set by company goals to do “more with less” while still maintaining a structured operation.
- Contributed to outstanding bi-annual audit resulting leading to team rewards and recognitions.
- Assumes managerial duties in the absence of the store manager
- Assist the store manager in all aspects of store operation including selling, customer service, training, employee management, visual merchandising as well as asset protection.
- Foot Locker Heros recipient for outstanding customer service and meeting quarterly store Audit qualifications
Education
Advance Studies High School Diploma -
Green Run High School
Virginia Beach, VA06.2012
Skills
- Windows Server 2012 R2
- Hardware troubleshooting
- Active Directory
- Group Policy Management
- Windows 10 & 11
- Hyper-V Virtualization
- PowerShell
- Security Concepts
- Cisco IOS 15X
- Office 365
- BMC Remedy
- CISCO Finesse
- VOIP
- Team collaboration
- Effective communication
- Process improvement
- Custer Service
- Database administration
- User support
Objectives
Seeking new challenges within IT that allow an increased knowledge in technical skills as well as diversify abilities within the industry, resulting in upward mobility opportunities in the company.
References
References available upon request.
Timeline
Windows Migration Specialist
CyberThink / EXL
10.2022 - Current
System Administrator
MTNT / Army College (UCSC
12.2021 - 10.2022
Service Desk Analyst
Leidos / Enterprise Service Desk
09.2018 - 12.2021
Assistant Manager
FootLocker
08.2009 - 08.2018
Advance Studies High School Diploma -
Green Run High School
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