Terrence Walker
Dynamic Senior Desktop Technician with over 10 years of experience in desktop support and system optimization. Skilled in mentoring teams, managing hardware/software installations, and improving ticketing processes to achieve exceptional user satisfaction.
Experienced with diagnosing and resolving hardware and software issues. Utilizes advanced troubleshooting skills to maintain and enhance system performance. Strong understanding of user support and IT infrastructure, ensuring reliable and efficient technical operations.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Work History
Senior Desktop Technician
10 Years 6 Months- Led desktop support initiatives to enhance user experience and system performance.
- Managed installation, configuration, and troubleshooting of hardware and software for clinical staff.
- Streamlined ticketing processes, reducing resolution times through effective prioritization and communication.
- Mentored junior technicians in best practices for desktop support and customer service skills.
- Collaborated with IT teams to implement system upgrades aligning with hospital operational goals.
- Developed training materials to improve user knowledge on new technologies and updates.
- Conducted root cause analysis on recurring issues, implementing long-term solutions to prevent future occurrences.
- Enhanced helpdesk ticketing system, resulting in 100% reduction in support call turnaround time.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Maintained detailed documentation for troubleshooting purposes, expediting issue resolution for future incidents.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
Senior Desktop Analyst /Asset Management Coordinator
4 Years 2 Months- Provided technical support for hardware and software issues to enhance end-user productivity.
- Conducted system diagnostics and troubleshooting to resolve desktop-related incidents efficiently.
- Streamlined user onboarding processes by creating comprehensive training materials and documentation.
- Managed software deployment and updates, ensuring compliance with security protocols and company policies.
- Provided expert guidance to users on best practices for data backup, file storage, and information security protocols.
- Analyzed user feedback to identify areas for improvement in IT services and support processes.
- Collaborated with cross-functional teams to implement new technologies and improve system performance.
- Created user accounts and assigned permissions.
- Maintained 100% logging rate and 100% first call resolution rate to achieve first-class user training and ongoing communication.
Education
High School Diploma
- Honoree of Business Management
- 3.9 GPA