Zy Terrill
IT Service Desk Administrator
Katy,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
5
5
years of professional experience
Work History
SERVICE DESK ADMINISTRATOR
Capgemini
Katy, Texas
2 2023 - 09.2024
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
- Contributed to team meetings with valuable insights into current challenges faced within the role, promoting open communication channels that fostered collaborative problem-solving approaches across all IT departments involved directly or indirectly.
- Utilized BMC Remedy Ticketing System to manage and process support actions and requests.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Consistently exceeded call-handling goals by closing an average of 15-20 calls per day, with an average First Call Resolution ratio of 90%.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
IT HELP DESK TECHNICIAN
Stefanini IT Solutions
Katy, Texas
6 2022 - 9 2022
- Performed tests of functionality, security, and performance of different workstations and devices.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Utilized ServiceNow Ticketing System to manage and process support actions and requests.
SERVER
Bar Peached
Austin, TX
05.2021 - 02.2022
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business
- Cultivated warm relationships with regular customers
- Worked with Toast and TouchBistro POS systems to place orders, manage bills, and handle complimentary items
- Explained menu items and suggested appropriate options for food allergy concerns.
IT SUPPORT SPECIALIST
For All Occasions
Houston, TX
02.2019 - 05.2021
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
- Provided hands-on support and troubleshooting for 30+ employees, ensuring timely resolution of hardware and software issues.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Configured and deployed network printers using TCP/IP protocols, ensuring seamless integration and reliable printing services across the organization.
- Leveraged Microsoft Deployment Toolkit (MDT) and System Center Configuration Manager (SCCM) to efficiently deploy operating system images and automate software installations across enterprise environments.
Education
High School Diploma -
Cinco Ranch High School
Katy, TX 08.2013 - 06.2017
Skills
BMC Remedy Ticketing system
ConnectWise Manage/Automate
ServiceNow Ticketing system
Microsoft 365
Active Directory
Azure
VMWare
Splunk
TCP/IP and LAN/WAN Technology
DHCP
Windows
Windows Server
Software Diagnosis & Troubleshooting
Hardware Diagnosis & Troubleshooting
Cybersecurity Threat management
Vendor coordination
Customer service
Hospitality
Imaging
Additional Information
Additional information, references, and transcripts available upon request.