Terence McLeod has over 13 years of experience providing IT support for both Windows and Mac OSX environments. He has a degree in Network Administration and Computer Technology and is currently pursuing a BA in Business Information Systems. His resume lists his technical skills and work history supporting various organizations in desktop support, help desk, and systems administration roles.

1. Terence McLeod
731 Southern Blvd  Bronx, N.Y. 10455  Phone: 347-942-2627  ttmcleod@netscape.net
Technology Summary
Key Skills
Network & System Security
Authentication & Access
Control
System Monitoring
Windows 10 Desktop Support
Windows XP Service Manager
Active Directory, File Server,
SQL server, Application
Server
Help Desk Service
C Level Desktop Support for
Mac OSX and Windows
Education
Technical Career Institute,
New York, NY
AAS in Network
Administration, Computer
Technology, and
Industrial Electronics
Graduate date
2002
Ashford University, Clinton,
IA
BA in Business Information
Systems
Expected Graduation Date
2017
IT DESKTOP SUPPORT SPECIALIST
13+ YEARS PROVEN EXPERIENCE
IT Desktop Support specialist whose qualifications include a degree in
Network Administration/Computer Technology and Industrial
Electronics; Detailed knowledge of security tools, technologies and best
practices. Thirteen plus years of experience in supporting Mac
OSX/Windows environments, LAN/WAN networks as well as
information assets for diverse companies and organizations.
Security Technologies: Network Security Scanner; SSH; SSL; Digital
Certificates; Anti-Virus Tools (Norton, Symantec,
Ghost, etc.)Backup Technology- Arc Serve, Cloud
Technology (Live Vault) Disaster Recovery (Never
fail) Avast Mac Security
Systems/Databases: Windows XP,Vista.7, and 10, Mac OS X, VMware,
Windows Server 2003,2008,2012, MS SQL, Sybase
SQL, J Boss, Mobile Devices (IPhone, Android,
Blackberry), Active Sync
Networking: LANs, WANs, VPNs, Cisco Routers, Switch's,
TCP/IP. DNS, DHCP, Active Directory, File Server,
Print Server, WIFI, VOIP
Software:
Hardware:
MS Office (client 2010, 2013) Microsoft Exchange
365, Adobe Photoshop, Dream Weaver, VNC, PC
Any Where, Remote Desktop. Track-it ticketing
System, Norton Ghost, Dame ware, Casper Suite,
XP Service Manager.
Intel/AMD Processors, VDI, VOIP Phones, Mother
Boards, Dual Monitor setups, HDD (SATA,
IDE,SCSI) RAID Controllers, Display Adapters,
HDMI, VGA, DVI, AGP, IPhones, IPad Android,
Blackberries

2. IT Experience
Mondo
(International Rescue Committee) – New York, NY
Help desk Specialist January 2016 – Present
 Provide technical assistance and support for incoming queries and issues related to computer systems,
Software, and hardware.
 Respond to queries either in person or over the phone.
 Write training manuals.
 Train computer users.
 Maintain daily performance of computer systems.
 Respond to email messages for customers seeking help.
 Ask questions to determine nature of problem.
 Walk customer through problem-solving process.
 Install, modify, and repair computer hardware and software.
 Clean up computers.
 Run diagnostic programs to resolve problems.
 Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
 Install computer peripherals for users.
 Follow up with customers to ensure issue has been resolved.
 Gain feedback from customers about computer usage.
 Run reports to determine malfunctions that continue to occur.
A3 Solutions
(UBS Financial Services)- Jersey City
Desktop Support Specialist December 2015 – January 2016
• L3 End User Support
• VDI configuration and deployment
• Workstation upgrades and migrations
• Asset management
• Inventory Audits
• hardware and software troubleshooting
• break and fix workstations
• training end users
• Solving and or escalating server issue

3. Intella-Pro
(CompuCom - Elizabeth Arden)- New York City
Mac Technician December 2015 – December 2015
 Mac Installations and Moves
 Mac OX break/fix
 Printer installation, configuration and trouble shooting
 Training end user on new technologies
 Provided Level 2/3 Mac Support
 Mac Imaging (Casper)
 Physical disconnect/reconnect of Mac workstations
 Performed installations, configurations and support of Mac’s, Printers and/or other technologies.
 Active Directory and user account management (Windows Domain)
Advantage Resources
(Swiss Re) - New York, NY
IT Support Specialist October 2015 – November 2015
• PC Installations and Moves
• Printer installation, configuration and trouble shooting
• Training end user on new technologies
• Provided Level 2/3 PC Support
• PC Imaging
• Physical disconnect/reconnect of workstations
• Performed installations, configurations and support of PCs, Printers and/or other technologies.
• Active Directory and user account management experience
Peak Systems Inc.
(UBS Financial Services, USPS, Hewlett-Packard, M&T Bank, Price Waterhouse Coopers, Dell,
Penguin Random House, AIG)
Westport, CT/ Queens, NY/Brooklyn, NY/New York, NY/Westchester, NY

4. IT Support Specialist 5/2015 – present
 Asset Tag, serial number and model number tracking for HP printers
 Windows & upgrades and migration
 Apple Deployment and Provisioning
 PC/Apple Installations and Moves
 Hardware and Software Upgrades
 Performed Hard disk wipes
 Windows 10 Support
 Physical disconnect/reconnect of workstations
 Delivered End User Support (Mac OSX and Windows)
 System Monitoring
 Outlook Catch Process
 Profile and data backups/restore
 Data Migration
 Inventory POS
 Printer installation, configuration and trouble shooting
 Training end user on new technologies
 Windows and Mac OSX imaging
 C level Desktop Support
 Escalate deployment and installation issues
Design Strategy (JP Morgan CHASE Bank, Hewlett Packard, Goldman Sachs, Guggenheim),
New York, NY/Jersey City, NJ
Desktop Support Specialist 5/2014 – Present
 Physical disconnect/reconnect of workstations
 Windows 10 Desktop Support and Upgrade procedures
 Diagnose and resolve unique, application software and operating systems issues
 Determine the source of problems and classify their level, priority and nature
 Configure, deploy, maintain, troubleshoot and support computer workstations, laptops & phones
 Install and support PC, telephone and VDI hardware and software
 Document, escalate and resolve system issues.
 Maintain inventory of installed software, manage software licensing and create policies and procedures for
upgrades.
 Level 3 end user support
 Distribute Mac OSX Software and Content
 Managed profiles to your Apple devices
 Mac OSX security and Administration

5. Interface computer Communications (Dell Inc.) New York, NY
Lead IT Field Technician 2/2014 – 7/2015
 Delivered and installed Dell/HP/Lenovo/Apple desktops and laptops for NYC Department of Education offices and
schools; performed Windows and MS Office activations
 Administered XP Service Manager
 Configured Mac OSX, Windows, and Google Chrome and desktops/laptops to school/office network via Ethernet
cable or wireless network; provided ATS/SESIS access for admin staff and teachers
 Provided face-to-face interaction and troubleshooting assistance, from teachers to central office people in the
NYCDOE
 Relayed issues/information with upper management and clients if there were unexpected problems while on-site
 Documented all on-site activities through company's Proof of Delivery (POD) online database and forwarded report
copies to supervisors, as well as clients
Cacao Biotechnologies, Brooklyn NY
IT Support Specialist/ Window and Mac OSX Engineer 1/2015 – 4/2015
 Administrated Microsoft Office 365 and Active Directory (Win 2008, 2012 Server)
 Backup and Restore Mac OSX using Time Machine
 Administrated Broadview VOIP user accounts and telephone system
 C level desktop support for both Windows and Mac OSX
 Monitored video surveillance server and Backup/export data when needed
 Configured, file servers, share drives, roaming profiles, backup and restore procedures for both Mac OSX
and Windows
 Evaluates system potential by testing compatibility of new programs with existing programs.
 Evaluates expansions or enhancements by studying work load and capacity of computer system.
 Achieves computer system objectives by gathering pertinent data; identifying and evaluating options;
recommending a course of action.
 Confirms program objectives and specifications by testing new programs; comparing programs with
established standards; making modifications.

6.  Improves existing programs by reviewing objectives and specifications; evaluating proposed changes;
recommending changes; making modifications.
 Evaluates vendor-supplied software by studying user objectives; testing software compatibility with
existing hardware and programs
 Places software into production by loading software into computer; entering necessary commands.
 Places hardware into production by establishing connections; entering necessary commands.
 Maximizes use of hardware and software by training users; interpreting instructions; answering
questions.
 Maintains system capability by testing computer components.
 Prepares reference for users by writing operating instructions.
 Maintains historical records by documenting hardware and software changes and revisions.
 Maintains client confidence and protects operations by keeping information confidential.
 Maintains professional and technical knowledge by attending educational workshops
 Reviewing professional publications; establishing personal networks; participating in professional
societies.
 Contributes to team effort by accomplishing related results as needed.
 Answered and direct inbound calls
 Repair access control panels and administrator entry access
Freelance, SC/NY
IT Support Specialist 10/2007 – 11/2013
 Delivering Technical support for small businesses and home based clients,
 Virus Removal
 PC/Network installation and setup (WAN, LAN)
 Database Admin
 Configure, Update Mac OSX Operating Systems
 Website Administration
 AD, DNS, DHCP support (Windows 2008R2)
 Website Design
 Web Hosting

7. Pratt Institute College, Brooklyn, NY
Manager of Library Information Systems (Systems Administrator) 9/2002-7/2007
 Devised security strategies safeguarding information assets and ensuring compliance with regulatory mandates.
 C Level Desktop Support (50% Mac OSX, 50% Windows OS)
 Casper Imaging
 Administered XP Service Manager
 Assisted in the development and launch of secure, recoverable and fault-tolerant systems for data access and
identity management for students and employees.
 Led business-critical information security initiatives for the institute’s libraries, involving encryption of data to
ensure compliance with change in the academic environment.
 Led comprehensive security infrastructure installation and upgrades (e.g., firewall/VPN upgrades, intrusion
detection, token-based authentication and remote management) for Pratt’s academic environment
 Supported the Institute's AD, DNS, DHCP and WINS servers (Windows 2000, 2003 Server
 Client Desktop Support (over 100 users)
Able to Relocate & Travel Extensively  Available for Full-Time & Contract Assignments