TERRENCE MCMILLIAN
Remote
Summary
Help Desk Agent with over 5 years of experience in resolving complex technical issues and enhancing team efficiency. Skilled in Active Directory, Remote Support, and ServiceNow, driving service reliability and user satisfaction through innovative problem-solving. Committed to fostering a collaborative environment and continuous improvement in support quality.
Experienced with troubleshooting technical issues and providing IT support. Uses effective communication to resolve problems and assist users. Track record of maintaining high user satisfaction and adapting to changing needs.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Help Desk Agent MSP
Connection
05.2024 - Current
- Resolve complex technical issues, enhancing team efficiency.
- Provide expert support, boosting resolution speed.
- Document solutions, improving knowledge base access.
- Guide Level 1 staff, strengthening overall support quality.
- Provided hands-on support to resolve complex technical issues, ensuring minimal downtime and enhancing user satisfaction.
- Streamlined ticket resolution processes, leading to noticeable improvements in response times and overall efficiency of the support team.
- Maintained comprehensive documentation for help desk operations, improving knowledge transfer and reducing resolution time for Level 1 staff.
- Analyzed recurring technical issues to identify root causes, enabling proactive measures that decreased incident rates and improved service reliability.
- Coordinated with Level 1 staff to provide training on complex issues, fostering a collaborative environment that enhanced team problem-solving capabilities.
- Fostered teamwork by mentoring Level 1 staff, enhancing their problem-solving skills and overall service delivery.
- Analyzed support trends to identify common issues, facilitating proactive solutions that reduced incident rates significantly.
- Developed a knowledge-sharing platform, improving access to solutions and enabling quicker resolutions for the support team.
- Maintained meticulous documentation of technical solutions, ensuring consistent knowledge transfer and reducing onboarding time for new staff.
- Resolved complex technical issues, minimizing downtime and significantly enhancing user satisfaction across multiple client accounts.
- Analyzed recurring support trends, implementing proactive solutions that led to measurable improvements in incident reduction and service reliability.
- Coordinated training sessions for Level 1 staff, fostering teamwork and enhancing their ability to tackle complex technical challenges effectively.
Help Desk Specialist
Insight Global
12.2023 - 06.2025
- Provide technical support during software installation or configuration.
- Demonstrate database technical functionality, such as performance, security and reliability.
- Identify problems uncovered by testing or customer feedback, and correct problems or refer problems to appropriate personnel for correction.
- Document software defects, using a bug tracking system, and report defects to software developers.
Service Desk Analyst
Infinite Computer Solutions
11.2022 - 06.2025
- Troubleshooting level 1 problems software, hardware, network, software and documentation using ServiceNow ticketing software.
- Experience working in high volume call center responding to 20-30 tickets a day regarding e-mail issues, updating computers, mobile apps, etc.
- Troubleshoot desktops, laptops, and smartphones remotely.
- Support and install Windows 10 and 11.
- Remote troubleshooting using Bomgar remote software.
- Handling incoming calls and following up on incident tickets.
- Troubleshoot level 1 and level 2 Restaurant POS systems software and Hardware.
- Resolving incident tickets using ServiceNow ticketing software Active Directory, Bomgar, Restmon and Altametrics.
- Troubleshooting Networking problems with Servers, Routers, printers, etc.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Engaged in user support interactions via telephone, chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Technical Support Engineer
Mphasis Digital Risk
08.2022 - 06.2025
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
Help Desk Technician
Hanger, Inc
06.2021 - 06.2025
- Performed help desk Tier 1 role processing order tickets for clients.
- Troubleshot computer issues with orders for clients using Windows.
- Basic Computer literacy skills processing information and recording data in the system using Microsoft Excel spreadsheets.
- Programs use were Trend Chu / Trend Live.
- Also experience with using Active Directory resetting passwords from lockout accounts.
- Established new accounts for new users Using ticketing software programs such as Service Now, Jira, etc.
- Handled customer service phone calls dealing with service issues with clients.
- Reassured clients the products we serve and offer will be handled promptly.
Quality Data Analyst
Hire Dynamics
02.2021 - 06.2025
- Company Overview: Temp Contract
- Quality Assurance inventory of Servers, 5e cables, Ethernet, and other computer parts for Shipping.
- Basic Computer skills Using software Microsoft Axapta.
- Performing Configurations on Servers using Microsoft Dynamics software.
- Record Sales orders under Microsoft Excel.
- Work close with Network, Lab Technicians daily taking inventory pictures of Servers shipping and recording data into system on spreadsheets to keep track of shipments in case of damage units from via shipping through third party vendors.
- Temp Contract
Education
HIGH SCHOOL DIPLOMA -
JP Tech Montgomery
02.1995
Skills
- Technical Support
- Active Directory
- Microsoft Office 365
- CCNA
- Mac OS
- Software
- Hardware
- Troubleshooting
- Network Security
- ServiceNow
- Windows OS
- NinjaOne
- Bomgar
- Azure
- VMware
- Linux
- SQL
- PowerShell
- Microsoft Exchange
- Microsoft Intune
- Azure Active Directory
- Halo ITSM
- Manage Engine ITSM
- MS-900 Certified
- Application Support
- Windows Server
- Security Management
- Endpoint Detection Response
- Microsoft Admin 365
- Rapid 7 Insight
- Remote Web client Desktop
- Cyber Ark
- Virtual Private Network
- Time management
- Customer service
- SharePoint
- Communication skills
- Onboarding
- Offboarding
- Atlassian Support
- Empathy and patience
- Training and mentoring
- Ticketing system expertise
- Stress tolerance
- Follow-up skills
- ITIL framework
- Cross-functional coordination
- Active listening
- Verbal and written communication
- Decision-making
- Remote support
- Desktop support
- Ticket management
- Software installation
- Data entry
- Product troubleshooting
- Technical issues analysis
- Product knowledge
- Network configuration
- Service support
- Issue troubleshooting
- Technical troubleshooting
- Analytical thinking
- Network diagnostics
- Windows 10
- Customer service expert
- Hardware troubleshooting
- Appointment scheduling
- Ticket support system management
- Microsoft outlook
- Security protocols
- Complaint resolution
- Application support
- Application installations
- User support
- Hardware diagnostics
- LAN/WAN
- Call center operations
- Product training
- Hardware upgrades
- Customer success management
- User credential management
- TCP/IP
- Performance testing
- Technical support
- Account management
- Software diagnosis
- System diagnostics
- Data recovery
- Systems analysis
- Microsoft office specialist (MOS) expert
- Account updating
- Information protection
- Issue escalation
- System administration
- Mac systems
- Videoconferencing
- Norton antivirus software
- MS office proficiency
- Antivirus software
- Hardware and peripherals
- Incident tracking
- Linux programming and administration
- Windows xp/vista
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Network support
- Effective communication
Certification
- Google Professional IT Support Certification
- IBM Professional Cybersecurity Analyst Certification
- Next Gen Network Security Certification
- Comp Tia Cybersecurity Analyst CYSA+ CSO 003 Certification
- CCNA
Personal Information
Availability: Remote
Timeline
Help Desk Agent MSP
Connection
05.2024 - Current
Help Desk Specialist
Insight Global
12.2023 - 06.2025
Service Desk Analyst
Infinite Computer Solutions
11.2022 - 06.2025
Technical Support Engineer
Mphasis Digital Risk
08.2022 - 06.2025
Help Desk Technician
Hanger, Inc
06.2021 - 06.2025
Quality Data Analyst
Hire Dynamics
02.2021 - 06.2025
HIGH SCHOOL DIPLOMA -
JP Tech Montgomery
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