Summary
Overview
Work History
Education
Skills
Additional Information
Generic

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

Additional Information

Additional information, references, and transcripts available upon request.

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Zy TerrillIT Service Desk Administrator