Terrence Mcclure
Troy,AL
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Astute [Job Title] with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
12
12
years of professional experience
Work History
IT Technical Support Specialist
CGI
07.2012 - Current
- Enhanced system performance by identifying and resolving technical issues promptly.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Monitored systems in operation and quickly troubleshot errors.
Education
Associate of Science - Computer Networking
High-Tech Institute - Atlanta
Marietta, GA05.2010
Skills
- Asset Management
- End-User Training
- Hardware Installation
- Disaster Recovery Planning
- Application Support
- Help Desk Support
- Incident Management
- Remote Desktop Support
- Ticketing System Experience
- Customer Service
- Technical Support
- Ticket Management
- Online Chat Support
- Staff Education and Training
- Technical Issues Analysis
- Remote Support
- Windows 10
- Microsoft Outlook
- Ticket Support System Management
- Technical Troubleshooting
- Software Installation
- Service Support
- Desktop Support
Work Reference
Name: Michael Doran
Phone: 334-806-5584
Work Relation: Co-Worker
Work Reference
Name: Brian Johnson
Phone: 334-372-7902
Work Relation: Lead Manager
References
References available upon request.
Timeline
IT Technical Support Specialist
CGI
07.2012 - Current
Associate of Science - Computer Networking
High-Tech Institute - Atlanta
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