1. 1504 W EL DORADO ST DONNIE TEARL
BROKEN ARROW, OK 74011 (918) 230-4139
PROFILE
Multiple years of experience in Information Management. Many promotions along the way, including going from
entry level Service Desk Analyst to team leadin under a year. Promoted to Tier Two lead within two years of
becoming a member. Compiled team metrics that drives headcount each week for report.Enhanced knowledge
of business infrastructure. Key player in kiosk infrastructure design. Strive for excellence and always going above
and beyond. Commitment to complex issueresolution. Excellent problem solving and people skills.
Core competencies include:
Remote Desktop Management ♦ Application Development ♦ Strategic Planning ♦ Service Desk Operations ♦
iMKiosk Management ♦ Service Delivery ♦ Unix/Linux ♦ Python Programming ♦ Virtual Server Management ♦
Excellent Problem Solving ♦ Project/Program Management ♦ Mobile Device Administration
EXPERIENCE
Client Support Analyst – III 2013 – Present
Williams Companies
Tier Two iMKiosk manager and service provider for $7.9b Williams Company. Tackle multiple in-depth tasks
including pc re-fresh, mobile device configuration, and complicated PC hardware and software issues. Coordinator
for projects including PC Mover design, functionality, improvements, documentation, and testing. ORA file
replacement during active directory switch over and specialized support for security during menu navigation
deployment. Service Desk support when call volume exceeds manpower. Directing additional Tier Two support if
needed to maintain appropriate SLA.
 Traveled to Palmetto for multiple Transco refreshes where 14 machines were completed over a three day
period.
 Traveled to Houston for kiosk launch, design input of iMKiosk and training Tier Two and Service Desk on
navigation and functionality of iMKiosk Manager.
 Traveled to Bloomfield for multiple refreshes of Williams’s assets that had expired leases. 50 refreshes
completed in one week.
Service Desk Analyst 2012 – 2013
Kruse Staffing, INC
Service Desk Analyst for midstream Williams employees. Resolved multiple calls and incidents to prevent any
downtime that could slow progress. Managed Service-Now queue for issues that came into Service Desk mail box,
and created knowledge articles to assist in recurring issues. Subject matter expert for Amigo and Oracle related
issues. Desk side support along with remote tools allowed for stream line support, and a proactive approach to
problem solving.
 Implementation of service-now and part of training team
 Specialized assignments based on deadline for completion
 Training enhancement for other Service Desk Analyst members
Tier Two Team Lead 2011 – 2012
Hewlett Packard, Tulsa, Oklahoma
Tier Two Lead for all of second level support. Monitored and directed agent’s assistance for call volume and
second level chats. Mentored and trained new agents and seasoned Tier Two members. Handled escalations and
provided volume point data for metrics of each Tier Two member. Project coordinator for new clients and future
growth of the Tier Two group. Documentation and training along with knowledge management of the new client.
 Training coordinator for new clients
 Documentation and knowledge base design
Skills
Active Directory
Print Servers
Python
Unix / Linux
C language
VMware
VM workstation
MS Server 2008
IIS7
MS Office
XHTML
RDP
SharePoint 2010
Adobe Photoshop
Adobe Page Maker
C++
Networking
Novell NetWare
Power shell
Quark Express
DameWare
Mainframe
SharePoint 2010
VPN
Windows
Thin Clients
SCCM
Visual Basic
Visual Studio 2015
DONNIE.TEARL@GMAIL.COM

2.  Lead member of disaster recovery project
Tier Two Team Member 2008 – 2011
Hewlett Packard, Tulsa, Oklahoma
Tier Two member for fortune 500 company American Airlines. Provided remote advanced support for multiple
clients and Service Desk Analysts. Print server management and configuration in terminal server for clients and
employees. Technical assistance for desk side support and advanced troubleshooting of desktop architecture.
Mainframe processing and configuration. Maintained SCCM distributions to multiple clients.
 Ticketing automation testing and documentation
 Refresh project coordinator
 Deployment team for windows 7
Customer Service Center 2007 – 2008
Kelly Services, Tulsa, Oklahoma
Service Desk Analyst for $10.5b company United Airlines. Provided basic support for desktop architecture
including ticket printers, thin clients, and standard workstations. Promoted to Desktop Service Support after 6
months. Received experience as Novel administrator creating exchange distribution lists and configuring Outlook
archive files.
Drop Team Member 2005 – 2007
Hard Rock Casino, Catoosa, Oklahoma
Collected cash boxes from electronic gaming machines for Hard Rock Casino. Worked in groups of 6 pulling a
metal cage of cash boxes throughout the casino. Worked in the count room for both Hard Rock Casinos in
Catoosa and Will Rogers Downs.
Owner/President 2004 – 2005
Tearl Communications, Tulsa, Oklahoma
Managed team of 11 on multiple projects for $12.5b company Cox Communications. Strategically laid out tasks
and provided material along with backup support. Drove results to accomplish tasks before deadline. Quality
checked work and relayed feedback to employees. Managed payroll and maintained compliance for workers
compensation.
EDUCATION
Tulsa Community College 2011 – Present
Computer Science
Tulsa, Oklahoma
Currently enrolled at Tulsa Community College working towards a bachelor’s degree in Computer Science.
Enrolled in two classes having completed 40 hours. GPA is currently 3.92.
Central Vo-Tech 1999 – 2000
Computer Software Specialist/Graphic Design
Drumright, Oklahoma
Experience in Microsoft Office, typing, and filing. Created documents including resume building and proper job
etiquette. Used creative ability to create magazine covers, poster boards, flyers, and business cards. Learned how
to work in-depth with Adobe Photo Shop, Quark Express, and Windows Paint. Class final was to create a full-size
movie poster using all the tools we had learned.
Mannford High School 2001
Mannford, OK
Certificates
Certified Graphic
Designer
Awards
EE Rating for Tulsa
Tier 2 team
1st place in STATE
for Graphic Design
bulletin board
4th place in
Nationals for
Graphic Design
bulletin board
Promoted to 3
different positions
in under 1 year