Melvin Terrell Email & Phone Number

Miami/Fort Lauderdale Area

Miami/Fort Lauderdale Area

• Provide technical support via phone, self-service tickets and email for internal customers. • Assist with login/password issues • Troubleshoot, diagnosed, and resolved technical problems• Provide remote support for Windows OS, Microsoft Office Applications, LAN and Internet Access, desktop configurations, printers, Office 365• Walk customers through iOS device menus to set up new devices, Exchange email, installation of apps, Airwatch enrollment• Active Directory - manage user accounts, resetting passwords, added/removed accounts to and from groups. • Document, track, and monitor problems in Service Desk • Provided timely resolution of problems or follow escalation procedures

Margate, Fl - Telecommute To Nashville, Tn

• Provided remote technical support for customers based in all U.S. time zones • Depending upon assignment, delivered technical support to approximately 30 customers per day• Depending upon assignment, solutions included basic support for computers, handheld and streaming devices and cable set-top boxes.• Guided customers through step-by-step solutions over the phone. • Assist with website login/password issues and/or website functionality • Depending upon assignment, verifying proper software and app versions, power cycle devices, assist with account and device activation; assist with navigating software menus, remote control usage, and use of other technology.• Address video streaming issues on PCs and Apple Computers, Streaming Devices: Roku, Apple TV, Sony Blu-ray Players, Handheld Devices: iOS (iPhone/iPad), Android phones & tablets, Kindle Fire Tablet, Gaming Consoles: Xbox 360/One, PlayStation 3, 4, Vita • Create problem tickets in Parature, escalate when necessary • Account management via CIMS - bill review, refunds, cancellations • Account management – additions & deletions of video, digital and telephone equipment, and services using ICOMS • Manage customer questions and complaints in reference to technology and other inquiries with the highest degree of courtesy and professionalism to resolve customer issues.• Maintained good product knowledge to help customers make informed purchase decisions• Sell programming, digital and telephone services, in single product or bundled packages• Worked from a home office equipped with corporate phone, high-speed Internet connection, a VM and CRM software.• Excellent time management and organization skills• Ability to work independently with a virtual team of co-workers, team leads and supervisors.

Greater Philadelphia Area

• Worked in a fully networked mainframe, server and desktop enterprise computing environment.• Responded to inbound calls, emails, chat and personal requests for technical support.• Manage user accounts, giving users rights, resetting password, and add them to groups on the server through Active Directory• Provided help desk and operational support to remote clients/employees• Maintained a 95% call resolution without having to escalate to next level. • Provided support for networked HP and Zebra printers, with on-site support as needed.• Remotely configured clients’ home PCs / MACs to give them remote access to the network.• Document, track, and monitor problems in problem management / ticketing software • Provided timely resolution of problems or follow escalation procedures• Provided prompt and consistent follow-up on all unresolved issues• Use of network monitoring tools to monitor network operations for status alerts to ensure servers, switches, and environmental systems were operating properly• Troubleshoot/isolate network issues and coordinate problem resolution • Access to change management tools to review changes to the network• Liaison with internal parties (Network Admins, Software System Engineers, etc.) and external third party providers• Monitored bridge calls during system outages • Document daily events and exceptions in the Operations Center status report• Comply with all operational policies and procedures• Monitored, and responded to system console messages and exceptions. • Understand customer batch and production cycles to ensure batch backup tape mounts are satisfied in a timely manner.• Onboarding and mentoring of new team members• Participated in Disaster Recovery Testing• Capable of grasping technical concepts quickly• Able to adapt to a rapidly changing environment• Strong verbal and written communication skills • Able to properly document troubleshooting steps• Able to work independently or in a team

Greater Philadelphia Area

• Answer incoming calls to the hospital and university main switch board. • Perform emergency alert procedures. • Perform overhead announcements• Expert use of Xtend PC telecommunication software. • Train new personnel on all aspects of the job. • Work independently without supervision on third shift, work well with others or alone• Excellent oral and written communication skills. • Provide great customer service.

Bachelor Of Arts (Ba)

Certificate