Terry Taylor
Austell,GA
Summary
Astute professional highly skilled in application testing and debugging. Offering wealth of experience in technical troubleshooting and problem-solving business issues. Hardworking, educated and willing to go extra mile to complete any task. Customer-focused with superior communication skills and expertise in various technical platforms. Understands and meets both client and employer needs and develops highly functional, robust and easy-to-use applications.
Overview
30
30
years of professional experience
Work History
Application Development Specialist
Accenture/AT&T
Atlanta, GA
08.2021 - Current
- Participated in design and planning exercises for future software rollouts.
- Resolved system test and validation problems to provide normal program functioning.
- Collaborated with multidisciplinary teams to design and implement new technology features.
- Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
- Guided team in layout modifications to improve functionality.
- Conducted scheduled system upgrades to maximize performance.
- Explained project technical risks and benefits during project kick-off.
- Worked closely with other team members in such tasks as troubleshooting and debugging.
- Participated with clients in discussion meetings.
- Updated technical documentation, product specifications and technical training materials.
- Delivered support training to help customers learn key features of applications.
- Developed and implemented personalized client solutions using programming language expertise.
- Designed and developed application scripts for test scenarios.
- Assisted with creation of user manuals.
Application Development Specialist
Sage IT/AT&T
Atlanta, GA
04.2020 - 08.2021
- Participated in design and planning exercises for future software rollouts.
- Resolved system test and validation problems to provide normal program functioning.
- Collaborated with multidisciplinary teams to design and implement new technology features.
- Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
- Guided team in layout modifications to improve functionality.
- Conducted scheduled system upgrades to maximize performance.
- Explained project technical risks and benefits during project kick-off.
- Worked closely with other team members in such tasks as troubleshooting and debugging.
- Participated with clients in discussion meetings.
- Updated technical documentation, product specifications and technical training materials.
- Delivered support training to help customers learn key features of applications.
- Assisted with creation of user manuals.
Technology Analyst
Cognizant AT&T|Tier
Atlanta, GA
04.2014 - 04.2020
- Assist field techs with troubleshooting network devices, including card swipers
- Via phone and other remote communication tools, provide diagnostic and troubleshooting assistance
- Updating McAfee anti-virus software
- Analyze, record, and report security breaches
- Migrating different operating systems on PCs (incl
- Windows Vista, XP, 7, etc.)
- Provided technical and functional recommendations based on project requirements.
- Supported technology design, testing and execution by providing research-based product and process knowledge.
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
- Promptly resolved technical issues for staff to minimize downtime.
- Installed, tested and documented result for new software packages, technologies and tools.
- Identified system issues and recommended changes to close system holes.
- Coordinated system training for employees, enabling personnel to remain current on latest practices and procedures.
- Assisted with deployment issues by clarifying user questions and identifying problems.
- Brainstormed with interdepartmental personnel to drive continuous technical improvements.
- Tested modified programs to correct adverse impacts on programs or systems operations.
- Researched emerging technologies to add value to current offerings.
- Developed call-to-action plans to improve IT service effectiveness.
- Ran diagnostics and conducted software tests to resolve system issues.
- Assessed department activities, determining ways to enhance operations performance.
- Designed and delivered training classes to diverse audience with varied skill levels.
At Home Advisor
Apple, Inc
Atlanta, GA
11.2014 - 08.2021
- Answer large volumes of incoming calls, to assist customers with tech support for all Apple products (e.g
- IPad, iPod, iPhone, iTunes, Macs, and Apple TV)
- Walk customer/client through step-by-step diagnostic and troubleshoot repairs
- Coordinate and confer with both peers and leadership to offer suggestions and input on various issues, policies and procedures
- Configure security setting and access permissions
- Document all network support activities
- Document IT/Help Desk inquiries, requests, and resolutions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Reduced response time for Tier 1 support tickets.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
Field Technician
SmartSource Hilton Project
Atlanta, GA
04.2014 - 11.2014
- Remove old PCs, printers, and other hardware to purposes of transfer of storage
- Remove and add PCs to a domain
- Configure various Microsoft Windows programs and applications
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools and components.
- Adjusted machine settings to maximize performance and equipment longevity.
- Kept detailed records of field measurements and data.
- Utilized safety practices with no complaints or accidents.
- Enacted successful repairs by applying technical skills and operations knowledge.
- Adhered to safety protocols by implementing routine tests and ensuring accurate and safe equipment handling.
- Discovered and resolved issues that affected project outcomes.
- Calibrated new and existing equipment for optimal performance.
- Improved customer service ratings by resolving technical, on-site issues quickly and accurately.
- Diagnosed equipment malfunctions by analyzing technical data.
Tech Support Analyst
Computer Generated Solutions, Inc
Atlanta, GA
05.2013 - 04.2014
- Remotely repairing laptops and PCs in order to conduct diagnostics, troubleshooting, and routine maintenance
- Troubleshoot issues relating to hardware, software, networks, and applications
- Performing repairs from Lenovo devices
- As needed, perform inventory and re-order needed office and tech supplies
- Participate in ongoing training and continuing education units
- Lenovo/Ideal Agent Certification
- Document and note meticulously all issues and resolutions provided, and when necessary escalate to appropriate department(s) or individual(s)
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Monitored systems in operation and quickly troubleshot errors.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Patched software and installed new versions to eliminate security problems and protect data.
Recruiter
MSI International
Atlanta, GA
04.2012 - 09.2012
- Outbound cold calling to 100+ potential customers to sign up for services
- Evaluate candidates’ skills, in comparison to requirements, conducting interviews and assessments
- Negotiate wages, and other terms and conditions of employment
- Advise candidates on brief HR material, incl
- Availability of benefits, pensions, PRO, etc.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.
- Coordinated schedules to arrange management interviews with applicants.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Developed recruiting strategies to identify qualified candidates and build network.
- Studied job descriptions and qualifications to determine applicant requirements.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Advertised job opportunities on social media platforms and job boards.
- Verified applicant references and employment details.
- Operated and maintained applicant tracking and candidate management systems.
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Emphasized job benefits and perks to applicants to improve organization's attractiveness.
- Maintained filing system of current, prospective and future positions.
- Consulted businesses on successful recruiting and retention practices to help minimize turnover.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Recruiter
Optima Service Solutions
Atlanta, GA
12.2011 - 04.2012
- Market and recruit employment candidates
- Prepare and maintain student/prospective student demographic information and records
- Hire, and release employees
- Make outbound cold calls to solicit candidates
Lead Generation Specialist
Apple One/First Data
Atlanta, GA
10.2011 - 12.2011
- Pursuing business to business leads
- Make over 150+ outbound phone calls
- Engage with team, identify selling barriers, and implement a collectively agreed upon solution
- Develop leads
- Track and document all actions taken, and the resolutions provided
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
- Installed and maintained generator sets and equipment.
- Worked independently with minimal supervision.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Exceptional computer skills
- Built relationships with customers and community to promote long term business growth.
- Set and achieved company defined sales goals.
- Maintained current knowledge of evolving changes in marketplace.
- Recorded accurate and efficient records in customer database.
- Attended monthly sales meetings and quarterly sales trainings.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Prepared and deliver customer sales quotes.
- Presented professional image consistent with company's brand values.
- Quoted prices, credit terms and other bid specifications.
- Built diverse and consistent sales portfolio.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Stayed current on company offerings and industry trends.
Engineering Assistant
Verizon Communications|Verizon Partner Solutions
Boston, MA
07.1999 - 06.2011
- Provisioned Hi-Cap services for ISP’s and CLEC’s (TLS, ATM, Frame Relay, PBX, T1, T3, PRI
- Gathered relevant data from various sources and developed comprehensive reports for leadership review.
- Managed ongoing maintenance and storage of test equipment.
- Followed safety rules and standards, reporting concerns to management.
- Used Microsoft Office to develop documents and spreadsheets for specific analyses.
- Used software to create project designs in accordance with engineering standards.
- Maintained ongoing communication with project stakeholders through regular status updates.
- Oversaw project schedule and determined critical deadlines and task assignments.
- Communicated with clients regarding project report status and delivery schedule.
- Led staff technical training in research laboratory.
Education
AS - Business Management
Newbury College
Skills
SKILLS, TRAINING & QUALIFICATIONSundefined
Timeline
Application Development Specialist
Accenture/AT&T
08.2021 - Current
Application Development Specialist
Sage IT/AT&T
04.2020 - 08.2021
At Home Advisor
Apple, Inc
11.2014 - 08.2021
Technology Analyst
Cognizant AT&T|Tier
04.2014 - 04.2020
Field Technician
SmartSource Hilton Project
04.2014 - 11.2014
Tech Support Analyst
Computer Generated Solutions, Inc
05.2013 - 04.2014
Recruiter
MSI International
04.2012 - 09.2012
Recruiter
Optima Service Solutions
12.2011 - 04.2012
Lead Generation Specialist
Apple One/First Data
10.2011 - 12.2011
Engineering Assistant
Verizon Communications|Verizon Partner Solutions
07.1999 - 06.2011
AS - Business Management
Newbury College
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