Terrence Smith provides a resume summarizing his experience in information technology roles over the past decade. He has extensive experience providing help desk and technical support via phone, email, and tickets for various companies. His skills include Windows server, Active Directory, Citrix, Microsoft Office, and various internet browsers. He aims to resolve issues efficiently with an average handle time of 9-10 minutes per call or ticket.

1. Terrence Smith 571 Dempster Street Phone: (630)246-0384
Apt GS E-mail: TerrenceSmith80@yahoo.com
Mount Prospect, IL60056
Skills
Professional
Experience
Windows Server 2003 and 2008, Active Directory, Citrix,
Microsoft Windows XP, Vista, and 7, Microsoft Office Suites
2003, 2007, and 2010, Internet Explorer, Mozilla Firefox, Google
Chrome, Remedy, Computer building and maintenance,
Knowledge of TCP/IP Protocol, AS400, Faxing, E-mailing,
Inbound/Outbound Phone, CSR, Account Management
07/2015-10/2015
Beacon-Hill Staffing (Magnaflux) Glenview, IL
IT Systems Admin/Help Desk
Provisioning, installation/configuration, operation, and
maintenance of systems hardware and software and related
infrastructure.
05/2013-04/2015
CDW Vernon Hills, IL
IT Service Desk Support
Provide first level Service Desk support for a variety of technology
incidents and service requests that are generated via phone,
voicemail, email, instant message, self-service, and social-media.
Open/Close incidents and services requests in incident tracking
tool.
07/2012-04/2013
Seko Logistics Itasca, IL
TSC Tech I/Help Desk
Provide technical support for all the hardware, software, and
network issues that arise. Network account maintenance,
Solve business and technical issues that arise during the
implementation of new systems or the support of existing
applications. Document, track and monitor problems to ensure a
timely resolution. First line support for platform trouble tickets
generated within the company. Build new workstation

2. Terrence Smith 571 Dempster Street Phone: (630)246-0384
Apt GS E-mail: TerrenceSmith80@yahoo.com
Mount Prospect, IL60056
configurations and deploys new assets. Initiate actions to correct
system problems and/or escalate problems to the appropriate
person or group for resolution. Ensure 100% Track-it compliance
(to help management in its ability to Compile and report
operational metrics as required by Senior Management).
Monitor Track-it for escalated user-reported difficulties.
Design, configure and deploy assets (computers, printers)
Quality Assurance Testing
End user surveys – feedback can be gathered and passed to
Product Managers for possible enhancements
Training – general training for users not familiar with systems
after go live of solution implementations.
Follow up with customers after go live to smooth transition from
implementation to support role.
10/2010-07/2012
Career Education Corporation Elgin, IL
Technical Service Desk Associate
Taking inbound calls and resolving technical issues for several
private universities including AIU, CTU, IADT, and Sanford-
Brown’s online platforms utilizing proprietary software with an
average handle time of 9 minutes per call. Support of Microsoft
Windows XP, Vista, and 7 operating systems. Support of Internet
Explorer, Mozilla Firefox, and Google Chrome browsers.
Resolving tickets for technical problems created by students and
staff of the online universities with an average ticket resolution of
10 per day. Taking Chats from students and staff to resolve
technical issues and questions.
02/2010-06/2010
EducationCity Warrenville, IL
Help Desk/Deskside Support
Maintenance and management of all the computers on the US

3. Terrence Smith 571 Dempster Street Phone: (630)246-0384
Apt GS E-mail: TerrenceSmith80@yahoo.com
Mount Prospect, IL60056
EducationCity.com network including hardware and software
upgrades and installations. Troubleshooting and resolving tickets
created by Educationcity.com subscribers with an average ticket
resolution of 10 per day. Inbound/outbound phone and email
technical support of all prospective subscribers and subscribers
of Education City’s web based teaching and learning resource.
Support of Internet Explorer and Mozilla Firefox browsers.
05/2008-09/2009
Comcast Schaumburg, IL
Customer Account Executive IP Support
Handled inbound phone calls and making follow up outbound
phone calls to customers with an average handle time of 10
minutes per call. Comcast Digital Voice and High Speed Internet
troubleshooting utilizing Remedy and additional proprietary
software. Billing inquiries, payments, and adjustments.
Scheduling of technicians for current customer trouble calls and
new customer installations.
08/2007-03/2008
Security Associates International Arlington Heights, IL
Customer Care Representative
Took inbound phone calls and handling customer inquiries and
troubleshooting issue with home alarm system panels utilizing
proprietary software.
Made outbound phone calls to various companies to assist in
handling customer inquiries.
Handled customer billing requests and inquiries.

4. Terrence Smith 571 Dempster Street Phone: (630)246-0384
Apt GS E-mail: TerrenceSmith80@yahoo.com
Mount Prospect, IL60056
Education International Academy of Design and Technology Chicago, IL
Major – Information Technology
College of Dupage Glen Ellyn, IL
Major – Computer Internetworking Technology