Terry Howard
Greenwood
Summary
Dynamic professional with extensive experience at General Dynamics Information Technology, excelling in hardware and software troubleshooting. Proven ability to enhance customer service through effective communication and problem-solving skills. Recognized for meticulous documentation and ticket escalation, ensuring high-quality support and operational efficiency in fast-paced environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Pace Setter, Team Leader
Target Stores
Shreveport
10.2020 - Current
- Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery
- Managed sales goals of 70 Million, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement
- Been a champion of physical and digital offerings to ensure my team can inform, educate and promote benefits
- Personalized recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture
- Lead a team of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical service and engagement behaviors
- Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring my team understands and feels supported to make things right for the guest
- Assessed the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales
- Evaluated and recommend candidates for open positions and develop a guest-centric team
- Demonstrated a culture of ethical conduct, safety and compliance
Manager
Homewood Suites by Hilton/Omni Austin
Shreveport
10.2017 - Current
- Greet, register, and assign rooms to guests
- Answer inquiries pertaining to hotel services, registration of guest shopping, dining, entertainment, and travel directions
- Keep records of room availability and guest accounts
- Compute bill, collect payment and make change for guest, post charges
- Occasionally assist with driving Shuttle for guest
- Create and distribute reports necessary for the department
- Host property tours, familiarizing customers and potential customers with property features, products and services
- Exercise excellent communication and listening skills
Help Desk Computer Operator II
General Dynamics Information Technology
Bossier
09.2023 - 10.2023
- Navigate thru the Enterprise Service Desk with TMS Maintenance profile
- Respond to Incoming service calls and/or Self-service ticketing ques on behalf or our client to provide accurate and appropriate Information
- Serve as the first point of contact for technical support inquiries
- Apply basic to specialized troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
- Thoroughly document requests and incidents according to business processes and standard operating procedures
- Document detailed, specific work notes regarding the interaction with the customers
- Resolve technical problems and answer queries by telephone or self-service ticket in support of internal relations within the customer service portal
- Route calls to product line specialists, application, or system support specialists when appropriate
- Escalated recurring problems and patterns
Bookkeeper/Office Manager
TEJA BOOKKEEPING SERVICE LLC
Shreveport
04.2012 - 04.2023
- Reconcile accounts
- Entries into Pro Law, QuickBooks, Peach Tree, Sage, and accounting software
- Completed daily management tax services, invoices, balance sheets, and client billing
- Mailed invoices
- Monitored Clearing house for payments with IRS
Medical Billing and Claims processor
Insight Billing Corporation
Shreveport
10.2019 - 06.2020
- Assign claims to the processing and coding departments
- Managed the retrieval and flow of claims throughout the billing and reimbursement processes
- Executed time wisely in managing mail processes for each department
- Manage the retrieval and creation of all Explanation of Benefits, ERA, payments, and all additional Correspondence
- Coordinated workload with team to ensure effective quality and accuracy
- Conduct Market Research and define industry practices for decision making
Rural Carrier Associate
Federal Government - United States Postal Service
Haughton
04.2018 - 05.2018
- Responsibilities required that I sort mail in delivery sequence for the assigned route
- Receives and sign for accountable mail, load in vehicle, deliver mail to customers along a prescribed route
- Return mail collected, undeliverable mail and submit monies and receipts to post office
- Prepares mail forwarding and maintains records of change of address information
- Prepares a daily trip report and maintains a list of customer routes
- Maintains an Inventory of stamps and stamped paper as needed to provide service to customers on the route and always provides for mail security
Leasing/Sales Consultant
Express Pros Temp Agency, Orleans Square, Ultris Island Park Apartments
Shreveport
02.2017 - 09.2017
- Tour the apartment community with visitors And Residents
- Sell Features and amenities to prospective residents
- Review and code all invoices for payment
- Work with management in maintaining and adjusting rates, monthly renewal rates and incentives
- Complete lease paperwork in Yard
- Closed sales and rental applications, leases in compliance with Fair Housing Laws
- Initiated phone calls including follow up sales, Prospect inquiries, and service request
- Confer with maintenance technician concerning deferred maintenance, Operational Budget, staffing issues, and overall maintenance issues
- Performed evictions as required on delinquent rents
Manager
Dunkin Donuts
Shreveport
10.2014 - 06.2016
- Provide leadership to the team by interviewing, hiring, and training team members and by managing their performance in accordance with policies, values and brand standards, and business practices
- Oversee staffing of team members work week
- Detailed audit of inventory and purchases for consumption
- Managed Labor and Sales
- Promoted Specialty Items
- Optimized sales and advertising
- Received deliveries
- Prepared deposit and took to the bank
Courier/Assistant Administrator
U.L. Coleman Companies
Shreveport
03.2014 - 09.2014
- Assisted with Marketing, Multi-Family, Accounting and Construction Departments
- Took deposits in to various banks
- Ran errands
- Troubleshoot printer jams and other office equipment related issues
- Completed daily routines to make office run efficient and effective with clerical duties
- Greet Guest and answered multi phone lines
- Bonded Literature and copy projects
- Acquainted with time management, forecasting, critical thinking to conquer various clerical duties
Auditor/Health Staff
LSU Health Science Center
Shreveport
08.2012 - 10.2013
- Audit Operative Procedures by Doctors in All departments
- Pull Medical records for review
- Filed Medical Records after audits
- Submitted a Variance for discrepancies
- Entries for Quality Control Reports
Administrative Coordinator IV/Case Assistant
State of Louisiana – Division of Administrative Law
Shreveport
02.2007 - 05.2012
- Assisted Administrative Law Judges during hearings
- Handled multifaceted clerical tasks, data entry, filing
- Proofread subpoenas, notices, decisions, and other legal documents for spelling and grammatical errors
- Coordinated travel arrangements
- Became a trusted assistant known for exceptional attitude, flexibility, and high quality work
- Scheduled hearings
- Contacted local police, sheriffs, state Troopers, and Lawyers for anticipated hearing dates and times
- Earned Excellent marks on performance review, with citations for excellence including work volume accuracy, quality and ability to learn and master new innovative concepts
- Excellent in Time management, Clerical duties, and Business management
Education
Bachelor of Science - Business Management
University of Phoenix
Metairie, LA01.2003
Skills
- Hardware and Software Troubleshooting
- Network Operations and Security
- Sage, Peach Tree, QuickBooks, Pro Law (11 years)
- Tier 1 Support
- Customer/Guest Service, Business/Administrative duties (21 years)
- Auditing, Comptroller (3 Years)
- Administrative Collaborations (14 years)
- Call Center Administration (6 months)
- Selling Apartments to clients - 300 Units (4 years)
- Rural Carrier
- Transmitting claims and processing (1 year)
- Records Management, Executive Office Support (10 Years)
- Hardware: Desktops, Servers, Switches, Routers, Internals, and Peripherals (Dell, and HP)
- Systems: Windows 2000, XP, 7, 10, Windows Server 2008, 2013, 2016
- Protocols: TCP/IP, DHCP, DNS
- Software: MS Office Suites 2007, 2010, 2013
- Experience with: Active Directory, Yardi, ONQ, Lexus Nexus, Oracle, and Opera
- Familiar with: Network Security, VMware, Wireless Networking
- Customer relationship management
- Performance management
- Team leadership
- Technical troubleshooting
- Service desk navigation
- Documentation accuracy
- Ticket escalation
- Team collaboration
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Service recovery
- Performance reports
- Web security
- Software installation
- System configuration
- Installation procedures
- Computer operations management
- Organizing and categorizing
- End user support
- Help desk support
- Software upgrades
- Backup and recovery
- Analytical thinking
- Technical analysis
- Task prioritization
- Ticket queue management
- Data quality management
- Network administration
- Customer service
- Database administration
- Information analysis
Certification
Safety in Training
Accomplishments
- Certification for safety Expert
- Trophy for English Literature
- Jacket For High School Band
- Certification for Louisiana Economic Development
Timeline
Help Desk Computer Operator II
General Dynamics Information Technology
09.2023 - 10.2023
Pace Setter, Team Leader
Target Stores
10.2020 - Current
Medical Billing and Claims processor
Insight Billing Corporation
10.2019 - 06.2020
Rural Carrier Associate
Federal Government - United States Postal Service
04.2018 - 05.2018
Manager
Homewood Suites by Hilton/Omni Austin
10.2017 - Current
Leasing/Sales Consultant
Express Pros Temp Agency, Orleans Square, Ultris Island Park Apartments
02.2017 - 09.2017
Manager
Dunkin Donuts
10.2014 - 06.2016
Courier/Assistant Administrator
U.L. Coleman Companies
03.2014 - 09.2014
Auditor/Health Staff
LSU Health Science Center
08.2012 - 10.2013
Bookkeeper/Office Manager
TEJA BOOKKEEPING SERVICE LLC
04.2012 - 04.2023
Administrative Coordinator IV/Case Assistant
State of Louisiana – Division of Administrative Law
02.2007 - 05.2012
Bachelor of Science - Business Management
University of Phoenix
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