Terry Carter
Cincinnati,OH
Summary
Results-oriented Desktop Support Engineer with 8+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Desktop Support Analyst
Tata Consultancy Services
11.2022 - Current
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- The Ticketing system I work On is ServiceNow
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Installed, configured, and maintained computer systems and network connections.
Data Center Operations Technician
NTT Data
03.2021 - 11.2022
- Installed and managed structured cabling infrastructure.
- Identified and reported problem devices and replaced defective parts.
- Entered device locations and cable connections into database.
- Monitored network hardware operations to evaluate proper configuration.
- Conducted inventory control and reported stock or receiving discrepancies identified when comparing inventory records with physical items or received products and packing slips.
- Documented support procedures, processes, and solutions in centralized systems, enabling user self-service.
- Diagnosed and executed resolutions for network and server issues.
- The ticketing system used Is ServiceNow
- Improved overall user experience through support, training, troubleshooting, improvements, and communication of system changes
Technical Support Specialist
AAA Club Alliance
09.2017 - 02.2021
- Installed software, modified and repaired hardware and resolved technical issues
- Used ticketing systems to manage and process actions taken
- Provided base level IT support to non-technical personnel within business
- Researched, troubleshot and resolved complex problems independently
- Reviewed technical documentation and procedures
- Built and provided basic end-user troubleshooting and desktop support on Windows, and Mac systems
- Always demonstrated professionalism and courtesy with customers
- Followed up with clients to ensure optimal customer satisfaction
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Resolved customer issues in clear, courteous and straightforward manner
- Prototyped system upgrades to identify potential problems and learned to operate and troubleshoot new systems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Administration and technical support
Advance Pierre
01.2015 - 09.2017
- Learned and adapted quickly to new technology and software applications
- Developed strong communication and organizational skills through working on group projects
- Identified issues, analyzed information and provided solutions to problems
- Managed time efficiently in order to complete all tasks within deadlines
- Passionate about learning and committed to continual improvement
- Exercised leadership capabilities by successfully motivating and inspiring others
Help Desk Analyst
GE Aviation Business/ CompuCom
01.2014 - 01.2015
- Successfully setup, diagnosed and repaired personal computers
- Provided basic end-user troubleshooting and desktop support.
- Repaired, serviced, and replaced parts, Motherboards, and equipment for Dell, Compaq, Toshiba,
- Performed hardware and account setups for new employees
- Performed tests of functionality, security, and performance of different workstations and devices.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Dell Certificate of Achievement: Desktops
- Dell Certificate of Achievement: Dell Training for Notebook Systems
- Lenovo Certificate of Achievement: Notebooks
Education
A.S - Computer Science PC Support and Administration
05.2015
MOS :19 Delta, CAV Scout -
01.1990
Skills
- Ability to install hardware, and peripherals, resolve hardware conflicts
- Microsoft Windows (7, 81, 10)
- Microsoft Office (365)
- Deskside and Remote support experience
- User account creation for Active Directory, Exchange Mailboxes, and Distribution lists
- System Administration
- Remote Assistance
- Operational Support
- Technical Support and Assistance
- Mobile Devices
- Desktop Support
- Technical Issues Analysis
- Critical Thinking Skills
- Positive Attitude
- Self-Starter
- Documenting
Accomplishments
- Certified Service Professional
- IT Security Foundations: Core Concepts
- Windows 10: Administration
- Office 365 for Administrators: Supporting
Certification
CompTIA A +
Timeline
Desktop Support Analyst - Tata Consultancy Services
11.2022 - Current
Data Center Operations Technician - NTT Data
03.2021 - 11.2022
Technical Support Specialist - AAA Club Alliance
09.2017 - 02.2021
Administration and technical support - Advance Pierre
01.2015 - 09.2017
Help Desk Analyst - GE Aviation Business/ CompuCom
01.2014 - 01.2015
Cincinnati State Technical And Community College - A.S, Computer Science
PC Support and Administration
US Army - MOS :19 Delta, CAV Scout,
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