Terrell Francis
Information Technology
Frisco,TX
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
4
4
Years of Post Secondary Education
6
6
Years of Work Experience
Work History
IT Technician
MB2 Dental
Carrollton, TX
09.2020 - Current
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Closely collaborated with project members to identify and quickly address problems.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Aided problem resolution measures and suggested patches and hardware, software and network troubleshooting alternatives.
- Boosted information sharing by enhancing interfaces between computer systems.
- Inspected equipment, assessed functionality and optimized controls.
- Performed tests of functionality, security and performance of different workstations and devices.
- Oversaw user provisioning efforts, verifying credentialing policies, security and maintenance to encourage safe sign-ins.
- Teamed on hard push to resolve over 1000 support tickets, clearing entire queue within 3 months.
Customer Service Delivery Tech Expert
Asurion
Dallas, TX
03.2020 - 09.2020
- Entered customer interaction details in Anywhere Expert App to track requests, document problems and record solutions offered.
- Described and explained details about Asurion Service options to inform customers and guide purchasing decisions.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 90%.
- Demonstrated services to customers and created customer awareness, interest and sales.
Dangerous Goods Agent
FedEx
Dallas, TX
11.2016 - 02.2020
- Supported senior company leaders by delivering reports outlining performance to drive process improvements.
- Achieved 100% reduction in delay time through on-time warehouse operations and deliveries.
- Reported emergencies, weather delays and carrier schedule changes to customers and supervisors.
- Monitored and reported on transportation costs and properly filed shipping documents.
- Created plans and communicated deadlines to ensure projects were completed on time.
Electronics Sales Associate
Sears
Baytown, TX
04.2016 - 08.2016
- Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
IT Intern
Goose Creek Consolidated Independent School District
Baytown, TX
09.2015 - 06.2016
- Supported the school IT Specialist with handling technology rollout and maintenance.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Aided problem resolution measures and suggested patches and hardware, software and network troubleshooting alternatives.
Education
Bachelor of Science - Management Information Systems
The University Of Texas At Arlington
Arlington, TX 08.2016 - 08.2020
High School Diploma -
Sterling High School
Baytown, TX 08.2012 - 06.2016
Skills
Mobile Device Deployment
Desktop Technical Support
Peripheral Repair
Help Desk Operations
TCP/IP
Software diagnosis
Data recovery
Application installations
Technical issue analysis
Networks
Network systems installation
Network repairs and maintenance
Hardware and software monitoring
Systems administration
Networking issues
Software updates
Wireshark software
Microsoft Exchange
SonicWall
Office 365
Windows 7, 8, and 10
Windows Server 2012, 2016, 2019
Dell PCs and Monitors
Server Dell Power Edge T series
Cloud Backup (CrashPlan)
Windows Backup
Cable terminating: Cat 5, 5e, 6
3CX Phones
VMWare ESXi v67
Unifi NVR and G3 Cameras
Chase Terminals
Check Scanners
Java, Python
Splashtop, LogMeIn
Snipe IT
IssueTrack
Open VPN
Javascript, CSS, HTML
Hyper-V
Timeline
IT Technician
MB2 Dental
09.2020 - Current
Customer Service Delivery Tech Expert
Asurion
03.2020 - 09.2020
Dangerous Goods Agent
FedEx
11.2016 - 02.2020
Bachelor of Science - Management Information Systems
The University Of Texas At Arlington
08.2016 - 08.2020
Electronics Sales Associate
Sears
04.2016 - 08.2016
IT Intern
Goose Creek Consolidated Independent School District
09.2015 - 06.2016
High School Diploma -
Sterling High School
08.2012 - 06.2016