Terrence Billingsley
Hope Hull
Summary
IT professional with a strong foundation in providing exceptional technical support. Proven ability to manage and resolve a variety of IT-related issues efficiently. Known for reliable team collaboration and adaptability to dynamic environments. Skills include troubleshooting, customer service, and technical knowledge.
Overview
16
16
years of professional experience
Work History
I.T Service Desk Analyst I
Alfa Insurance
09.2022 - 04.2025
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained documentation for IT service desk processes and procedures, facilitated knowledge transfer and promoted consistency across support teams.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Maintained up-to-date expertise in relevant technologies by attending industry conferences, participating in webinars, and staying current with trade publications.
- Created user accounts and assigned permissions.
- Managed high levels of call flow and responded to technical support needs.
Cross-Trained Agent
Piedmont Airlines
02.2014 - 08.2022
- Fast-paced customer service position as a front counter agent, knowing how to take different forms of government ID and keeping count of payments and logging them for the day
- Understanding a new customer's needs and making them feel appreciated, letting them know of any last-minute itinerary changes and helping with any possible future flight changes
- Working a baggage room, able to lift heavy objects repeatedly and safely, as well as, keeping bags for two separate flights coming into the bag room organized
- Working under a supervisor as a “junior” and being a trusted liaison between agents and the supervisor
- Able to be a team player with any sudden major changes (cancellations and rebooking, diversion procedures)
- Accomplishments
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Coming in on multiple days throughout the years during high military movements, keeping track of, handling, and logging over 100 different customer's bags in one day
- Handling days of entire flights not receiving their bags and working as a team to take everyone's bag claim swiftly
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Worked in multiple departments
Internship
Billingsley Realty
03.2009 - 05.2011
- Primary focus was to make and receive calls to assist realtors in getting their clients, as well as, helping to mitigate any and all spam calls, and helping to organize the office
- Being able to be shown how interacting with a client and getting a sale with customer satisfaction
Education
Diploma -
The Rock School of Montgomery
01.2011
Associates in Science - Computer Information Systems
Wallace Community College Selma
05-2019
Skills
- Proficient in customer service such as: questions about airlines, airports, flights and advised customers on their selections
- Taking inventory or examine merchandise to identify items to be reordered or replenished
- Able to work in a continuously physically demanding position (bagroom)
- Working through emergencies (cancellations, diversions, customer health issues such as medical and police issues), as well as being a team player through it all
- Able to apply problem solving techniques involving IT related issues and most computer hardware issues
- Knowledgeable in CSS, Python 3, and C coding languages
- System monitoring
- Data backup and recovery
- Network troubleshooting
- Ticketing system proficiency
- Remote support
Timeline
I.T Service Desk Analyst I
Alfa Insurance
09.2022 - 04.2025
Cross-Trained Agent
Piedmont Airlines
02.2014 - 08.2022
Internship
Billingsley Realty
03.2009 - 05.2011
Diploma -
The Rock School of Montgomery
Associates in Science - Computer Information Systems
Wallace Community College Selma
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