Terrill Lantz
Melbourne
Summary
I served in the U.S. Army for eight years as an intelligence professional. I deployed to Iraq in support of Operation Iraqi Freedom three times. I have experience in the field of Information Technology as a level 1.5 and 1.75 Service Desk Agent. I also have experience as level II direct support. I am a fast learner, a hard worker, a team player, a self-motivator, and love experiencing new challenges that push me.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Desktop Support Specialist
Corpay
03.2021 - Current
- Led training sessions for new staff on desktop technologies and support best practices.
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved network connectivity problems, enhancing overall system performance.
- Implemented troubleshooting procedures, improving response times for end-user support requests.
- Developed user guides and FAQs to assist in self-service support initiatives for employees.
- Mentored junior team members in best practices for troubleshooting and customer service, enhancing overall team performance in providing top-notch support services.
Level II Support
Sedgwick
01.2019 - 03.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
Service Desk Agent
Tech Mahindra
05.2016 - 01.2019
- Provided technical support for software issues to enhance user experience.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Managed ticketing system to prioritize and resolve service requests efficiently.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Maintained high-quality service standards by adhering to established processes and guidelines.
Warehouse Associate
Hill County Wholesale
06.2014 - 05.2016
- Was responsible for the accurate and timely packing and shipping of customer orders.
- Managed inventory levels and conducted regular cycle counts to ensure accuracy.
- Oversaw shipping and receiving operations, ensuring timely processing of all orders.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Worked safely around moving machinery.
- Performed inventory control, such as counting, and stocking merchandise.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
Child Care Worker
Trinity Youth Services
04.2008 - 05.2014
- Responsible for the development and welfare of boys 13-18 years of age who have committed a crime.
- Responsible for helping them become productive members of society once they leave the program.
- Implemented engaging educational programs to promote social, emotional, and cognitive development.
- Enforced rules and managed behavior through developmentally appropriate discipline.
Intelligence Analyst
U.S. Army
07.2005 - 10.2009
- Responsible for the development and dissemination of intelligence reporting throughout the Iraq theater of operations using multiple sources of information. I was an Intelligence Analyst for two of my three deployments. During those deployments, I was responsible for tracking the location of known weapons caches. Know locations for previous attacks and how often those locations were used. I was also responsible for tracking any damage US forces took not only in our Area of Responsibility (AOR) but theater wide. I was then tasked with briefing our company commanders the morning following any incident.
- Analyzed intelligence data to identify trends and inform decision-making processes.
- Developed comprehensive reports on threats and operational environments for senior leadership.
- Maintained TS/SCI security clearance level for governmental projects and operations.
Detention Officer
Hays County Juvenile Detention Center
08.2005 - 11.2007
- I was responsible for the safety, security, and well-being of 13–17-year-old boys who had committed a crime. I was responsible for holding them to military standards of respect, discipline, and cleanliness.
Imagery Analyst
U.S. Army
07.2001 - 07.2005
- Responsible for the collection, interpretation, reporting, and dissemination of imagery products throughout the Iraq theater of operations.
- Mentored junior analysts, fostering professional growth and strengthening team dynamics.
- Analyzed aerial imagery to identify and assess potential threats and operational targets.
- Contributed to successful operations by providing timely and actionable insights based on thorough imagery analysis.
- Maintained TS/SCI security clearance level for governmental projects and operations.
Education
Associate of Science (A.S.) - Network System Administration
ITT Tech
01-2016
Associate of Science (A.S.) - Fire Technology
Victor Valley College
01-2014
High School Diploma - undefined
Granite Hills High School
01-2001
Skills
- Military
- Troubleshooting
- Customer Service
- Military Operations
- Intelligence Analysis
- Intelligence
- Military Training
- Physical Security
- Emergency Management
- Technical support expertise
- Ticketing system proficiency
- Problem resolution
Certification
- Cybersecurity Foundations - Purdue cyberTAP 40755569
- Enterprise Security - Purdue cyberTAP 42520035
- Purdue University Cyber Apprenticeship Program - Level 1 - Purdue cyberTAP 45726829
Timeline
Desktop Support Specialist
Corpay
03.2021 - Current
Level II Support
Sedgwick
01.2019 - 03.2021
Service Desk Agent
Tech Mahindra
05.2016 - 01.2019
Warehouse Associate
Hill County Wholesale
06.2014 - 05.2016
Child Care Worker
Trinity Youth Services
04.2008 - 05.2014
Detention Officer
Hays County Juvenile Detention Center
08.2005 - 11.2007
Intelligence Analyst
U.S. Army
07.2005 - 10.2009
Imagery Analyst
U.S. Army
07.2001 - 07.2005
Associate of Science (A.S.) - Fire Technology
Victor Valley College
High School Diploma - undefined
Granite Hills High School
Associate of Science (A.S.) - Network System Administration
ITT Tech