1. Steven Tercier
1163 NE 111th St., Miami, Fl. 33161
786-879-2430
steventercier@yahoo.com
OBJECTIVE
Accomplished IT professional with the ability to lead and motivate teams to maximize
productivity, is looking for a challenging position in a well-established corporation to analyze
and troubleshoot he possible problem with the computer network system. A position where my
technical talents can be effectively utilized, to improve operations, and contribute to company
profits.
Value Offered
• Relationship Building – merges solid interpersonal and communication skills to forge,
nurture and maintain strong business and customer relationships. Enthusiastically
collaborates with internal colleagues to achieve established goals and expectations.
• Customer Service – blends integrity, innovative thinking, and leadership attributes to
ensure first-rate customer satisfaction. Optimizes service delivery through decision-
making talents, critical thinking skills, and an unwavering drive to excel.
• Strategic Thinking – personable, persuasive and highly respected for business acumen,
displaying a positive leadership approach, and consistently surpassing goals.
CERTIFICATIONS:
• Computer Support Specialist Lindsey Hopkins Tech
• End User Support Technician Lindsey Hopkins Tech
• PC Electronics Installer Lindsey Hopkins Tech
• Field Service Technician Lindsey Hopkins Tech
EDUCATION
• Lindsey Hopkins Tech: Network Technician 04/2012
High School Diploma: North Miami Senior High
2. WORK EXPERIENCE
American Express/Hewlett-Packard
Desk Analyst Technical Support
2/3/2014-9/30/2015
• Provide customers with technical support for computer problems
• Repair issue with remote programs like LogMeIn/ TeamViewer/ Bomgar
• Support Avaya VoIP Phone, Cisco VoIP Phone
• Service Now Ticket System for INC and DW for IMAC
• Active directory using Quest Active Role Server to reset user password and move
computer to the right OU.
• Update Asset using CAMs (Centralized Asset Management System)
• End User Support 3000 + Enterprise providing desktop support/Helpdesk Support
• Email System Citrix XenApp to check HP Email
• Configure Cisco AnyConnect VPN Client
• Check SCCM Status for Laptop and Desktops
• Troubleshoot Issue for DRN,CEN,BPS,TSC Application
• Troubleshoots issue with Pcom session, PC off the network
5/7/2012 - 1/14/2014 Saveology
Desk Analyst Technical Support
• Provide customers with technical support for computer problems
• Up sale customers Anti-virus/Registry cleaners
• Repair issue with remote programs like LogMeIn/ TeamViewer
• Documented all activities
• Resolved issue with Iphones,Ipad,Mac book
• IT Support/Sales Consultant use technical background to diagnose and resolve the
customer's issue by answering questions, emails and resolving problems via telephone,
chat and remote connection (VPN, WebEx, Logmein, telnet, etc.)
• Creating tickets, providing documentation, and using tool and technique to solve
customer issues on all electronics smart equipment (desktop, laptops, printer,
scanners, smart phone, tables, TV, cameras, projectors, Iphone, etc.) and on different
operating systems (windows XP, 7, Vista, 2000, Android, IOS, Mac OS X, Lion,
Leopard, etc.)
• Been able to Multitask working with different customer at the same time, setting up their
small home network, business network and internet services (modem setups).
• End User Support 1000 + Enterprise providing desktop support
• Salesforces Ticket System
10/1/2011-12/1/2012 USA Fast Tax
Technical Support
• Manage project execution to ensure adherence to budget, schedule and scope
• Review project plans to plan and coordinate project activity
• Provide users with technical support for computer problems
• Analyze network data to determine network usage, disk space availability, or server
function
• Configure security settings or access permissions for groups or individuals
• Documented network support activities
• Evaluated LAN or WAN performance data to ensure sufficient availability or speed, to
identify network problems, or for disaster recovery purposes
• End User Support Min 10+ Small Business providing desktop support
3. 11/3/2015- Current AutoNation
IT Service Desk Engineer
Provide customers with technical support for computer problems
End User Support 22,000 + Enterprise providing Help Desk support
Provide application support for Citrix AppCenter 6-0 Console, Citrix Access
Management Console, Dealer Pass UserAppManager v6_5
Service Manager Client Ticket System
Repair issue with remote programs like DameWare, SCCM 2012 Remote Control Viewer
Provide Support to AutoNation ADP printer’s
Active Directory Administrative Center to reset user password and move computer to the right
OU and unlock and enable user disable account.
Provide support for AutoNation Webmail Office 365
Technical Experience
Skills: A+ Hardware, Software, Network plus, Security plus, Cisco, Windows
server 2000/2003, Windows, IOS
Operating Systems: Windows 95, 98, 2000, NT, XP, Vista, 7, Server 2000/200, IOS, OSX,
OSX 10.4,10.5, 10.6, 10.7, 10.8 Maveric
Hardware: Hubs, laptops, workstation/servers, Routers, (HP, Dell, IBM, Compaq,)
Raid, SCSI, Modems, network card, memory, Printers, Scanners, and
others peripherals.
Software: Windows terminal servers, MS prosy server, MS IIS server, SQL,
McAfee, Norton, and PC anywhere, reach out, MS Office suite, Acrobat
4.0, WEBEX, Logmein, Bomgar
4. References
Name: Dupree Tier 2 Manager
Phone: 954-854-9513
Email: Dwaring511@yahoo.com
Name: Jerry Reed Tier 2 Manager
Phone: 954-802-1618
Email: N/A
Name: Raj Anirudshsingh
Phone: 954-867-8036
Email: Rsingh746@ymail.com
Name: Ray USA Fast Tax Manager
Phone: 786-406-3930
Email: Raypollock89@gmail.com
Name: Michael Hanson
Telephone: 954-288-8206
Address: 777 American Express Way, Fort Lauderdale, FL 33337
Title: HP Supervisor
Email: Michael.w.Hanson@hp.com
Name: Orlando Saballos
Telephone: 954-817-4898
Address: 777 American Express Way, Fort Lauderdale, FL 33337
Title: HP Supervisor
Email: Orlando.Saballos@hp.com
Name: Emma George
Telephone: 706-814-4304
Address: 13601 Pines BLVD Pembroke Pines, FL 33027
Title: IT Service Desk Teamlead
Email:GeorgeE@autonation.com
