Jermaine Terry Email & Phone Number

Tampa/St. Petersburg, Florida Area

Tampa/St. Petersburg, Florida Area

Tampa, Florida Area

• Involved in major upgrades and projects, such as upgrading to Windows 7, and Office 2010. With the use of such tools such as Absolute Manage Admin, I am able to work with all departments to minimize the impact to the end users. • Provide hardware and software support and administration for all computer systems for 4 buildings, up to 1000 computers, as well as virtual machine support for our overseas division in India. • Perform detailed problem diagnosis and resolution for all computer systems. • Evaluate, procure, install, customize, test and upgrade all supported computer system software, hardware, application packages and development tools. • Assist users with computer system incidents and requests as reported through our ticketing system called Service Now and Service Desk. • Work closely with Systems Administrators, Network personnel and Datacenter systems personnel and the IT Security team. • Develop and maintain appropriate project plans and associated documentation. Document all processes and procedures and keep them updated. • Train new hires. • Perform periodic, proactive system maintenance. Also, work closely with other departments to improve processes and procedures.

Tampa, Florida Area

• Assist the desktop group with rollout, pc upgrades, to include backing up old pc and copying image onto new pc. • Assist users with PC system issues and problems with various network and Mainframe issues. • Provide first and second-level assistance and resolution with software applications and/or hardware problems. • Receive customer calls relating to "Incidents" or "Requests" then record the information into the on-line tracking system (Infoman, Service Desk, and Service Now). • Correct or assign problems and Data Center service requests to the documented support group. • Monitor communication links via an on-line monitoring system and performs problem resolution as documented if needed (Spectrum and IP Monitors). • Reset Passwords on TSO, E-mail, NT Server, CICS, Baseplus, Rabit, Windows and TPX systems/subsystems as per documented instructions. • Reset/recycle terminals, controllers and communication lines via documented instructions. • Call communication vendors to report circuit problems via documented instructions. • Perform follow-up on all recorded events by communicating with the assigned support staff and customer to insure that the problem or request is being or has been properly handled. • Scheduled and setup companywide communications/correspondence.