Terrance M. Email & Phone Number

Slidell, La, Us

Greater New Orleans Region

Greater New Orleans Area

This position is responsible for leading the timely installation and service of Quest Diagnostics connectivity products in the client offices. This includes: Managing the timely installation, training, upgrade, relocation or removal of the products. Coordination and implementation of: Phone, DSL, Cable-Modem communication and Cabling. Preparation and performance of ASCII downloads, ensuring patient historical results are available to client where possible; Working with dispatchers and others to schedule installation events; the single point of contact with client and sales for status of installation. Follow up with clients to ensure satisfaction with installation and training. Communication with Client, Sales Representatives, Vendors, Hardware Preparation Team, Installers, Bridge team members and Help Desk, conduct a phone survey with the client to identify the best Care360 product for the Client; Ensuring accurate and complete paperwork for installers, performing post-installation survey to ensure quality; Effective verbal and written communication with technical and non-technical individuals.

Greater New Orleans Area

Expedite between 50 phone and email request for help desk per week. Monitor 95 service requests and incidents per week in ticketing system for the VA for VETS program which includes: Military Skills Translator, Career Assessment Tool, Resume Builder, Job Search Tool, Virtual Collaboration Tool, Career Matching Report, Self-Certification, and Case Management System. Troubleshoot and solve 45 service requests and incidents per week. Assist service members and veterans with password assistance so they can access the web portal for employment assistance. Provide support for veterans using the Military Skills Translator. Guide veterans and service members through resume builder to expedite job search. Coordinate with internal customers’ issues with the Case Management System. Address customers when issues are escalated. Ask customer questions to properly diagnose issues. Verify issue resolution on the customer’s behalf. Verify with the customer the issue has been resolved and update ticketing system. Actively assist ongoing process development for the program. Draft and review on quarterly basis four Standard Operating Procedures (SOP) for the Virtual Collaboration Tool (VCT). Inform 15 staff members of any new changes or upgrades to the VCT.

This position is responsible for providing end user support and software, hardware. Relies on instructions and pre-established guidelines to identify, research and resolve technical problems presented through Level I Help Desk tickets. Documents, tracks and monitors the problem to ensure a timely resolution.

Assist staff with installation, configuration and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from end users.Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including validation systems, file server, email servers, computer conferencing systems, application systems and administrative systems.Trains and orients staff on use of hardware and software.

Support as necessary on 24/7 basis to limit system downtime during internal or external outagesInterface with end users/clients regarding all equipment.Provide computer help desk support via telephone communication with end users.Perform diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.

Repair, troubleshoot and configure personal computers and printers.Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.Communicate with end users about technical and non technical issues.Interface with end users/clients regarding all equipment problems to insure client is satisfied with all levels of services provided.Ordered parts/supplies as needed for break/fix and spare parts.Completed asset disposal and appropriate paperwork.Closed over 800 request during review period.

Install, configure and support Dell and HP products for major health care network.Technical support for hardware and software on all Dell and HP products.Deploy hardware and software to clinic and hospitals throughout the region.Maintain daily trouble ticketing system log.Maintain equipment inventory database.Install wireless technology.

Installed, configured and supported LAN, WAN, and internet.Maintained network hardware and software.Monitored network to ensure availability to all systems.Performed necessary maintenance to support network availability.Provided technical assistance system users.Provided assistance concerning the use of computer hardware and software; including printing, installation, word processing electronic mail and operating system.Coordinated with home office on installation of new programs or updates from outside sources.

Naval Amphibious Base Little Creek

preparing, typing and routing correspondence and reports;organizing and maintaining files;receiving office visits and handling telephone communications;operating personal computers, word processing, duplicating, audio-recording and other office machines;performing office personnel administration;maintaining records and official publications;performing administrative functions for legal proceedings;serving as office managers;performing other various clerical and administrative duties.

Bachelor Of Science - Bs, Management

High School, Secondary Diploma Programs

Bachelor Of Science - Bs, Management, 3.92

Activities and Societies: Golden Key International Society

Master Of Business Administration - Mba