Terin Boles Email & Phone Number

Columbia, South Carolina Metropolitan Area

Columbia, South Carolina Metropolitan Area

Columbia, South Carolina Metropolitan Area

• Act as the Lead Trainer and develop training plans for new analysts.• Provide first level customer and technical support to AgFirst District borrowers and employees using the Mitel system.• Attend leadership meetings to discuss the progress of new CSAs.• Document cases and create and update knowledge articles using Assyst.• Maintain OLA compliance by regularly updating cases and contacting customers via email, instant message, and phone communication.• Troubleshoot in-house applications, Citrix, Mac OS, Microsoft Office, and Windows 10.• Troubleshoot hardware such as: conference room A/V, PCs, and virtual machines.• Assist ACA users with loan related and report issues.• Provide password resets and unlocks for Active Directory, Board of Director members, customer accounts, mainframe, and other bank applications.• Attend meetings and training related to Agile and Application Development of applications.• Provide On-Call Support to AgFirst District employees and borrowers.• Responsible for updating the department’s processes/procedures.

Columbia, South Carolina Metropolitan Area

• Provided first level customer and technical support to AgFirst District borrowers and employees using the Mitel system.• Documented cases and create and update knowledge articles using Assyst.• Maintained OLA compliance by regularly updating cases and contacting customers via email, instant message, and phone communication.• Troubleshooted in-house applications, Citrix, Mac OS, Microsoft Office, and Windows 10.• Troubleshooted hardware such as: conference room A/V, PCs, and virtual machines.• Assisted ACA users with loan related and report issues.• Provided password resets and unlocks for Active Directory, Board of Director members, customer accounts, mainframe, and other bank applications.• Attended meetings and training related to Agile and Application Development of applications.• Provided On-Call Support to AgFirst District employees and borrowers.• Assisted with training new analysts.• Assisted with updating the department’s processes/procedures.

Columbia, South Carolina Area

• Provided first level customer and technical support to AgFirst District borrowers and employees using the Shoretel system.• Documented cases and create and update knowledge articles using Assyst.• Maintained OLA compliance by regularly updating cases and contacting customers via email, instant message, and phone communication.• Troubleshooted in-house applications, Citrix, Mac OS, Microsoft Office, and Windows 10.• Troubleshooted hardware such as: conference room A/V, PCs, and virtual machines.• Assisted ACA users with loan related and report issues.• Provided password resets and unlocks for Active Directory, Board of Director members, customer accounts, mainframe, and other bank applications.• Attended meetings and training related to Agile and Application Development of applications.• Provided On-Call Support to AgFirst District employees and borrowers.• Assisted with training new analysts.

Columbia, South Carolina Area

• Call center environment providing technical support to all TD employees using Cisco. • Promoted to a Level 2 Analyst in April 2018.• Composed incident and request tickets and knowledge articles using Service Desk Manager and ServiceNow.• Responsible for troubleshooting BlackBerry 10 and 12, Android, and iOS, Citrix, Mac OS, Microsoft Office, Windows 7 and 10.• Responsible for troubleshooting for hardware such as: debit card printers and PCs.• Provided password resets and unlocks for Active Directory, Cisco phones, mainframe, and other bank applications.• Shadowed and trained new phone agents.• Took part in a specialized mobility team for Blackberry.• Received the CSAT Superstar Award, getting over 100 perfect scores on customer surveys within the first quarter of 2018.• Received the SSOAR and WOW! Quarterly Star Award.

Lexington, South Carolina

• Processed contributions and distributions for new and existing IRA accounts using the mainframe.• Processed new IRA plan documents.• Verified the contributions and taxes have been properly set for the customer, according to state requirements.• Assisted with training new associates.• Worked in a call center environment monthly and daily during tax season.• Created and maintained HSA and IRA transaction journal spreadsheets in Microsoft Excel to help with data analysis.• Served as backup for daily reporting and macros.• Assisted Operational Risk Officers in a testing environment for mainframe.• Regularly reviewed OFAC guidelines to ensure compliance.

Lexington, South Carolina

Lexington, Sc

• Performed lobby leadership.• Assumed role of personal banker to assist with consumer and small business clients to establish new relationships and build on existing relationships.• Assumed role of Senior Teller and handled all cash management and merchant transactions.• Served as assistant to the Teller Supervisor.• Assisted with training new tellers.• Prepared and reviewed CTRs, MTRs, and SARs when required.• Regularly reviewed OFAC guidelines to ensure compliance.

Beaufort, Sc

Beaufort, Sc

Beaufort, Sc

Hilton Head Sc

Worked the customer service desk, issuing refunds and making sure breaks were taken by cashiers. Operated self checkout.Worked in the accounting office.

Hilton Head, Sc

Worked the customer service desk.Assisted with accounting and scheduling.

Master Of Science In Information Technology - Msit, Information Technology

Bachelor'S Of Science, Information Technology, 3.8

Activities and Societies: Alpha Chi Honor SocietyCompleted all coursework for the Bachelors of Science in Information Technology.

Computer Technology/Computer Systems Technology, 3.25 Gpa

Studied Computer Technology

Computer Science

Studied Computer Science