Terrence Lynch Email & Phone Number

New York, United States

Manhattan, Ny, Us

Reston, Va, Us

Reston, Va, Us

• Visited users and resolved second-level PC and Macintosh hardware and software problems at Yeshiva University referred to me by the Helpdesk.• Imaged new computers and laptops with Windows 10 using Microsoft SCCM.• Prior to SCCM, imaged new computers using Clonezilla, then copied user profile data from the old computer to the new one.• Activated and setup new cellular iPhone and Android phones for faculty and staff. Transferred contacts and data from the old phone to the new phone when requested.• Tested network jacks using Fluke Link Sprinter. Collected network port, VLAN, and Cisco/Aruba switch information when needed for port activations, or troubleshooting network outages.• Used Task Manager, Resource Monitor, and Sysinternals Process Explorer to troubleshoot application and operating system problems on computers.• Scanned and cleaned computers identified by IT Security to have malware and/or viruses. Used Symantec Antivirus and Malwarebytes to remove viruses and malware.

Manhattan, Ny, Us

Hanover, Md, Us

• Provided IT telephone support for the New York City Department of Education’s 1800 schools.• Visit users at their desk to resolve hardware and software issues when unable to resolve over the phone.• Resolve Microsoft Office 2010 and Windows 7 desktop issues, using ping and ipconfig to determine network connectivity. I also reset Active Directory passwords. • Organized Help Desk procedures, phone numbers, and knowledge documents into an HTML knowledgebase on my work computer.

Farmingdale, Ny, Us

• Resolved computer hardware and software issues reported to the helpdesk via telephone, email, and Bomgar support software.• Responsible for resolving all operating system and application software issues falling short of a hardware failure. Referred issues to Level 2 and Level 3 support when necessary. • Entered detailed notes in our ticket-tracking system for all telephone calls and emails into the helpdesk. • Helped setup and deploy new Windows 7 computers to over 1200 users from February 2014 – July 2014. Transferred data, Microsoft Outlook personal folders, favorites, and other essential files from the old Windows XP PC’s.• Remotely installed new software using Windows Remote Desktop, Bomgar, or Dell KACE.• Showed initiative by working on a side-project to update and consolidate all procedural and workflow information involving the helpdesk into a web-based “Helpfile” using HTML and CSS.• Created new user accounts in Active Directory using a web interface. Also unlocked accounts and reset passwords.• Performed basic network troubleshooting, like pinging computers. Removed computers from the domain, and added them back on.

San Marcos, Tx, Us

• Supported the University computer network by providing phone, email, chat, and on-site IT support to students and faculty.• Supported Windows XP, Microsoft Office 2007, Microsoft Office for Mac, VPN and dial-up, Basic networking issues. • Occasional support of Mac OSX issues.• Reached out to students and staff by teaching a Microsoft PowerPoint 2007 class.• Assisted in the interviewing of student and staff applicants for IT Support openings.

Blue Bell, Pennsylvania, Us

• Provided Level 1 helpdesk support for major clients at the call center, including: AIG, Marriot Hotels, Defense Finance and Accounting Service (DFAS), Amgen, and Unilever.• Technologies supported for these clients included: VPN, Microsoft Office 2003, Windows XP, and Outlook.• Wrote and maintained both knowledge-base and procedural documents using Robohelp HTML.• Created agent efficiency reports for the Amgen Helpdesk Manager using Microsoft Excel. These reports tracked metrics like agent talk time, not ready time, et cetera.

New York, Ny, Us

• Provided Level 1 helpdesk support for all US based AIG employees, approximately 5000 users.• Supported Windows NT desktop, Microsoft Office 97, and insurance software. • Collected error messages, and other relevant information for calls involving proprietary applications. Referred issue to Level 2 support. • Consistently ranked as the most productive analyst on the helpdesk

Bachelor Of Arts (B.A.), Communications

Diploma, Network Engineering And Data Communications